Lance McKee
Experienced Operations & Support Manager | Expert in Process Improvement, Customer Service, BPO Leadership & AI/Automation | Driving Scalable Operational Success in High-Growth Tech Companies Opendoor-Yelp-DoorDash
- Role
- Client Operations Manager at Leafly
- Location
- Phoenix, AZ, US
- LinkedIn followers
- 500 followers
About Lance McKee
With over nine years of experience in leading and scaling support and operations teams…
Experience
Client Operations Manager
Aug 2024 — Present · US
Led a team of Client Operations Experts supporting cannabis retailers and brands through email, chat, and phone. Drove service excellence, operational efficiency, and cross-functional collaboration to improve customer outcomes and product adoption. • Managed team members, coaching on customer service, troubleshooting, and SLA performance • Streamlined ticket workflows, billing/account SOPs, and escalation processes for faster resolution • Partnered with Product & Engineering to escalate bugs, share client feedback, and influence roadmap • Oversaw onboarding, account reviews, and support campaigns to drive client satisfaction and retention • Maintained internal and client-facing documentation, improving knowledge base accessibility and accuracy • Analyzed team performance and client data to identify opportunities for revenue growth and service improvement
Education
Arizona State University
Bachelor of Arts (B.A.), English Language and Literature, General
2015
Skills
- Photoshop
- Windows
- Microsoft Word
- Leadership
- Research
- Microsoft Office
- Sales
- Powerpoint
- Management
- Customer Service
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