Kip Wetzel
Digital Transformation | Customer Experience | Product Strategy
- Role
- Senior Director, Head of North American Customer Service at World Courier
- Location
- Wayne, PA, US
- LinkedIn followers
- 500 followers
About Kip Wetzel
Described as an “organic strategist” with an unrelenting commitment to user-led delivery. Focused on creating remarkable customer and employee experiences through agile operations, digital transformation, and operating model optimization. Change Minds. Change Behaviors. Change Your Business.
Experience
Senior Director, Head of North American Customer Service
Nov 2021 — Present · Philadelphia, PA, US
Oversee ~300 person customer service and logistics team for the world’s leading specialty, cold-chain logistics company. Lead client-facing functions domiciled across four continents that provide global support for company’s largest region of North America, supporting over 200K shipment and packaging moves that produce 1.6M customer touchpoints/impressions annually. P&L leadership that continues to optimize technology, people, and operations costs through organizational design, Lean/CI program execution, and iterative operating model change. • Created new service operating model focused on industry vertical orientation of company’s brand, sales, and customer support strategy; eliminated 30% of redundant servicing teams and consolidated leadership and subject matter expertise in direct response to demands from global clients• Instituted staffing and organizational changes resulting in cost efficiency as measured through -26% decrease in support staff-14PP elimination of annualized payroll reduction, and -9.5PP decrease in OT spend• Expanded low-cost, offshore presence from single site in Vilnius, LI to three sites including Bogota, CO and Kuala Lumpur, ML. Built “follow the sun” support model that elevates offshore staff to ~40% of organization in 2025, from 15 to 100+ team members in 3 years• Served as sponsor and accountable lead of new customer service technology platforms deployed in North American customer operation including Salesforce Service Cloud, NICE workforce management, 8x8 Contact Center platform, and Salesforce Knowledge; drive end-to-end deployment efforts from requirements, testing, and change management• Defined and implemented new customer engagement platform through Qualtrics email survey mechanisms, helping to grow and maintain CSAT averages of 4.1 (out of 5) across all channel touchpoints• Fostered team member engagement, achieving Medallia inclusion score of 73 (Highly Engaged) and response rate from 51% to 78% in annual survey
Education
Villanova University
Bachelor of Arts, Finance
1994 — 1998
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