Sarah Schwartz
Director of Customer Experience & Operations | Driving Scalable Support, AI Enablement & Cross-Functional Alignment
- Role
- Director of Customer Service at WSI (Warehouse Specialists, LLC)
- Location
- Appleton, WI, US
- LinkedIn followers
- 500 followers
About Sarah Schwartz
Customer-focused, results-driven leader with a structured, execution-oriented approach to improving service delivery and operational performance. Known for anticipating future needs, diagnosing complex problems, and implementing practical, data-informed solutions.I bring a strong sense of ownership and accountability to every initiative, aligning people, processes, and priorities to deliver consistent results. My leadership style balances analytical decision-making with adaptability, enabling teams to respond effectively to change while maintaining high standards of customer experience.
Experience
Director of Customer Service
WSI (Warehouse Specialists, LLC)
Jun 2025 — Present · Neenah, WI, US
As Director of Customer Service at WSI, one of the largest privately held 3PL organizations in the U.S, I lead a 40+ member customer service organization supporting three distinct business units: Warehouse & Logistics, WSI Fulfillment, and KASE. I oversee customer care, value-added services, and billing for 300+ customers, while driving enterprise-level service transformation, operational alignment, and scalable growth.Currently leading a multi-year modernization initiative to centralize customer communication in Zendesk, embed AI-enabled capabilities, and strengthen cross-functional execution through Jira-based workflows, formal SLAs, and structured escalation governance. My focus is on improving speed to resolution, transparency, and consistency of customer experience while enabling teams to operate more effectively at scale.• Lead three customer service teams across logistics, ecommerce fulfillment, and small-customer channels• Drive service transformation through technology adoption, process standardization, and data-driven decision-making• Establish SLAs, escalation paths, and performance metrics to strengthen service reliability and transparency• Partner with executive leadership and cross-functional teams to align service strategy with business objectives• Oversee customer care, value-added services, and billing operations for 300+ customers• Serve as senior escalation point for complex or high-impact customer issues• Analyze service trends and customer feedback to guide continuous improvement initiatives• Recruit, develop, and coach a high-performing 40+ person team, building leadership depth and accountability• Deliver executive-level reporting and insights on service performance and customer experience
Education
Marian University of Fond du Lac
Bachelor of Arts - BA, Business Administration, Management and Operations
2005 — 2014
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