Matthew Webb

About Matthew Webb

Senior operations and customer leader with experience leading multi-region teams across customer support, customer success, and revenue operations. Known for building KPI-driven operating rhythms, improving service quality, lowering costs, and developing leaders who drive consistent performance. Brings a track record of scaling teams, improving retention, and leading process and technology change in both high-growth and regulated environments.• Led 70+ team members across regions (US/AU/EU), with a focus on performance management and development• Improved customer experience through KPI discipline (CSAT/NPS, backlog, AHT, FCR) and root-cause execution• Built scalable playbooks, training, and feedback loops that reduce preventable defects and churnTarget roles: Director/Head of Customer Operations, Support Operations, or Customer Success Operations (SaaS/Fintech). Open to remote or hybrid.

Experience

1. AVP, Branch Manager

   First Horizon Bank

   Jan 2026 — Present · Cornelius, NC, US

   Responsible for full P&L, sales performance, and operational execution Drove deposit growth, lending production, and client acquisition through structured sales coaching and daily performance accountability.Stabilized branch operations and compliance posture through process leadership.Developed and coached the frontline banking team, reinforcing KPIs, pipeline management, and consultative selling standards.Leveraged field-level leadership to deepen market growth.

Education

• Liberty University

  Master of Business Administration (MBA), Business Administration and Management, General

• West Virginia University at Parkersburg

  Bachelor of Applied Science - BASc, Business Administration

Skills

• Credit
• Small Business Lending
• Consumer Lending
• Loans
• Branch Management
• Management
• Retail Banking
• Customer Service
• Leadership
• Banking