Shawn Bradford
Senior Director, Customer Experience & Operations Leader | Ecommerce Strategy | Hybrid Global Teams | Cost to Serve Optimization | Retention & Margin Protection/BPO Management
- Role
- Sr Director, Customer Care at Carbon38
- Location
- Pasadena, CA, US
- LinkedIn followers
- 500 followers
About Shawn Bradford
Senior Director level Customer Experience and Operations leader with 15+ years of progressive growth from frontline banking operations to executive level ecommerce transformation.I build scalable, cost efficient CX organizations that protect margin while improving customer satisfaction and retention.My expertise includes:• Designing hybrid onshore and offshore support models• Reducing cost to serve while improving CSAT• Configuring returns and exchange strategies to drive revenue retention• Strengthening fraud prevention and chargeback mitigation• Partnering cross functionally with Logistics and Fulfillment• Leveraging AI and automation to reduce contact volume• Building KPI frameworks aligned with business growthI am most energized by growth stage brands that need operational clarity, financial discipline, and a customer strategy that supports long term sustainability.Open to Senior Director, Head of CX, and VP level opportunities.
Experience
Sr Director, Customer Care
Jan 2019 — Present
Rebuilt and optimized customer operations during financial constraints and organizational transition, aligning CX strategy with margin protection and sustainable growth.• Transitioned from in house team to hybrid offshore model, significantly reducing structural labor costs while maintaining 92 percent CSAT and under 2 percent attrition• Scoped, selected, and implemented Loop Returns, enabling revenue driving exchanges and reducing refund based margin loss• Configured returns workflows to improve store credit conversion and retention• Selected and deployed fraud prevention platform, strengthening chargeback protection and reducing fraud exposure• Consolidated CX tech stack across Zendesk, Gorgias, Aircall, and Shopify integrations, increasing agent productivity by 20 percent• Launched AI driven FAQ and knowledge base strategy to reduce inbound contact volume• Partnered directly with Logistics and Fulfillment leadership to reduce order errors, improve returns processing efficiency, and decrease avoidable contacts• Reduced cost per contact by 15 percent and improved response times by 30 percent through automation and performance redesign• Reported CX performance metrics, cost analysis, and customer insights to executive leadership
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