Nick Jones
Customer Success Department Manager @Interface
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WORK HISTORY
Customer Success Department Manager @Interface
Lead end-to-end operations for customer order fulfillment across the U.S. and Latin America, delivering over 155 million square feet of flooring and over $448 million in annual sales. Manage all facets of personnel oversight, including recruiting, training, performance management, and team development. Supervise, mentor, and coach a team of 5 managers and 34 indirect reports, cultivating a positive work environment focused on service excellence and scalable operations. Promoted from Customer Success Area Manager in recognition of strategic leadership in team development, customer relationship building and cross-functional collaboration. Led the department’s systems upgrade from Microsoft Outlook to Salesforce email-to-case, which resulted in enhanced workflow efficiency, elevated customer transaction visibility, and delivered real-time metrics on the department workload. Engineered a strategic realignment of department functions and implemented process enhancements, significantly expediting customer order processing, and reducing the outstanding number of orders to be entered daily by 75%. Designed and implemented key performance metrics, increasing visibility into departmental KPIs, boosting customer satisfaction and enabling measurable tracking of individual and team goals.
EDUCATION
Utah Valley University
Bachelor of Science (B.S.), Business Management
SKILLS
ABOUT NICK JONES
Customer Success Department Manager at Interface
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