Klayton Kopecky
Senior Director | Customer Service Operations and CX
- Role
- Senior Director at Linkedin
- Location
- Omaha, NE, US
- LinkedIn followers
- 500 followers
About Klayton Kopecky
I am an operations leader that converts ambiguity into progress. Throughout my career in Operations, Customer Service, Trust, Risk andI have amassed a reputation for analyzing customer behaviors and buildinga CS ecosystem capable of rapidly responding to emergent issues, utilizing combination of AI-driven tools and talented human teams. I am motivated by solving complex, high-stakesproblems that increase customer trust while protecting the brand from legal or PR risks.My domain of expertise is at the intersection of operational excellence, human connection, andstrategic influence, and I thrive in a role where I can develop and implement cutting-edgesystems, processes, and multi-channel teams to not only resolve problems, but turn them intomoments of loyalty. This enables this Customer Service function to be positioned as a strategicasset rather than a cost center, and I advocate for the embedding of customer-centric thinking in all aspects of enterprise-wide decision-making.During my time at LinkedIn, I\'ve held numerous roles with increasing levels of complexity andmanagerial responsibility, and I\'m currently leading the Member & Trust Support function,which encompasses B2B and B2C Social Support, Executive Escalations, Trust & ConsumerSupport teams, as well as several dedicated continuous improvement programs. The focus ofmy work is driving AI-enabled service transformation, operational strategy, and culturalexcellence. My teams deliver meaningful outcomes, transforming broken service signals intosystemic improvements, achieving SLA rebounds through intelligent automation, preservingbrand trust, and reducing escalations by double digits through operational design.I pride myself on being the “voice of the customer” and I possess the advanced interpersonalcommunication skills required to understand customer needs before translating andarticulating them for a diverse range of internal and external stakeholders. As I developstrategic plans and operating models, I always return to the mission-critical need to deliver anexceptional customer experience at every touchpoint with the business.
Experience
Senior Director
Sep 2022 — Present · Omaha, NE, US
Education
Villanova University
Master Certificate
Briar Cliff University
Bachelor of Arts
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