Mari Stoner

About Mari Stoner

With extensive experience in operations, customer program management, and process improvement, I excel at identifying areas for opportunity and developing and implementing strategies to improve customer satisfaction and brand loyalty. I\'ve spent 12 years at Patagonia leading large teams of 50-200 people, spearheading advancements in process optimization and revenue generation. As Senior Manager of CX Operations, I\'ve led Patagonia’s North American customer service department, implementing successful strategies to improve customer satisfaction for the brand, and developing and standardizing best practices in process and procedure. Prior to that, I acted as sales and operations manager of several high-volume Patagonia retail locations in New York City, including the NYC flagship location that achieved a global company sales record under my leadership. I thrive as a coach, collaborator, and roll-up-your sleeves type of leader, and I always strive to leave things better than I found them.My strengths include:•Operational Leadership: Leading teams of 150+ employees and implementing strategies that drive efficiency and improve customer satisfaction.•Global Collaboration: Partnering with cross-functional and international teams to deliver value across cultures and markets, with a focus on innovative solutions.•Process Optimization: Crafting scalable frameworks, leveraging CRM tools and technologies to boost operational performance.•Talent Strategy and Development: I’m passionate about succession planning, helping others grow, having fostered leadership programs to develop employee skills and drive internal employee growthReach out to chat about innovation, the customer journey, or even our favorite hiking spots!

Experience

1. Senior Manager - Cx North America Operations

   Patagonia

   May 2023 — Present · US

   Responsible for the customer support omni-channel experience and driving innovation and quality in Patagonia’s North American customer service experience across all 150+ employees. Additional responsibilities include process improvement, program and vendor management, CRM maintenance and optimization, and driving technological advancement through cloud-based contact center solutions. •Supported the consolidation of Patagonia customer support teams, achieving seven-figure savings in licensing costs and salary and wage. •Championed AI analytics to streamline customer feedback and improve cross-functional company processes, reducing time to resolution of customer pain points by significant margins•Developed and implemented a department-wide internal growth strategy that resulted in growth opportunities and promotions for 50+ employees in 2024 •Restructured department hiring model to support high-volume seasonal hiring, resulting in significant projected savings year over year•Led the redesign of department SLAs and quality metrics, resulting in improved departmental efficiency and customer satisfaction

Education

• Oregon State University

  Bachelor's degree, Music & French

• Oregon State University

  Bachelor of Arts (B.A.), Music and French

  2006 — 2011

• The University of Texas at Austin

  Master's degree

• The University of Texas at Austin

  Master of Music, Opera Performance

  2011 — 2013