Kayla O.

About Kayla O.

Proactive and deeply curious; obsessed with processes, the people who use them, and how they drive businesses forward.I thrive on solving complex puzzles independently or collaboratively, turning obstacles into opportunities.With a strong foundation in problem-solving and critical thinking, I maximize outcomes and satisfaction. No platform or industry is off-limits - I learn fast, adapt seamlessly, and find passion in every challenge.

Experience

1. Associate Director - Consumer Experience

   amika

   Oct 2025 — Present · NY, US

   Customer Experience + Outreach Operations-Lead a top-tier, human-first consumer experience across all non-social channels (phone, email, chat)-Oversee DTC issue resolution — order management, refunds, fraud, and chargebacks — ensuring swift, empathetic outcomes-Drive workforce and demand planning across peak periods (BFCM, Holiday, campaign launches)-Build scalable SOPs, workflows, and systems that empower agents and elevate service qualityProfessional Channel (Pro/Salon)- Develop targeted outreach strategies for salon and professional partners- Collaborate with Sales, Education, and Ops to refine the Pro experience, resolve escalations, and drive loyalty- Translate feedback into actionable improvements to the Pro Loyalty Program, deepening engagement and retentionVoice of Customer + Strategy- Create structured feedback loops that feed CX insights into innovation and experience design- Synthesize and share learnings cross-functionally to align teams and inform business decisionsSystems, Tools + Enablement- Serve as internal owner of the CX tech stack — optimizing automations, macros, and workflows to reduce ticket volume- Pilot emerging tools (AI, proactive chat, automation) to modernize support delivery and education- Own CX reporting and analytics, identifying trends and opportunities to enhance agent and consumer experiencesCompliance, Fulfillment + Vendor Management- Partner with Regulatory, QA, and Fulfillment to ensure compliant, efficient, and high-quality operations- Oversee vendor and BPO partnerships to drive performance, mitigate risk, and reallocate resources strategicallyLeadership + Development- Hire, mentor, and develop high-performing CX talent across in-house and offshore teams- Foster a culture of autonomy, accountability, and empathy — where every agent acts as a true brand ambassador

Education

• Western Colorado University

  Bachelor's degree, Business/Commerce, General

  2009