Kelsey Mattos
Human-First Manager & Leadership Consultant | Strategic Ops & CX Leader | Scaled Global Teams | M&A Integration | Expert Enablement | People-Centered Performance
- Role
- Director, Expert & Customer Experience Operations & Content Leadership at AlphaSense
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Kelsey Mattos
As the Director of Expert Experience at AlphaSense, I lead a team of 50+ experts in onboarding, training, and supporting clients across the globe. I successfully grew the department 10x in just 8 months, exceeding set KPIs and expanding to four teams. I also developed a new training program that enabled the department to grow and thrive.With over eight years of experience in onboarding and recruiting, I have a proven track record of leading high-performing teams and delivering exceptional results. I have worked with industry experts throughout the recruiting and onboarding process, ensuring a seamless and efficient experience for both the company and the experts. I am passionate about creating a positive and supportive work environment, where everyone can thrive and grow. I hold a Bachelor\'s degree in Theater and Business Management from Loyola Marymount University.
Experience
Director, Expert & Customer Experience Operations & Content Leadership
Oct 2021 — Present · Los Angeles, CA, US
Led transformative growth in the expert and customer experience space, serving as a core member of the Directed Content Operations leadership team- Scaled the expert/customer onboarding team from 7 to 50+ in under six months, transforming it into a high-performing, global function- Designed and implemented a comprehensive onboarding and training program, enabling the team to consistently meet and exceed KPIs across multiple metrics- Developed a low-turnover, high-engagement team model focused on clarity, continuous development, and strong cross-functional collaboration- Built a globally distributed expert/customer experience function that now supports operations across multiple regions and time zones- Partnered closely with content teams to ensure a cohesive customer journey and expert engagement model- Played a key strategic role during the company’s acquisition and the integration of an acquired business, leading multiple cross-functional integration efforts- Ensured operational continuity, cultural alignment, and scalable process implementation through periods of major organizational change.
Education
Loyola Marymount University
Bachelor's degree, Theater, Business Management
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.