Simon W.

About Simon W.

I’ve spent over 20 years building the operational bridges that allow complex technologies to scale into global commercial successes.Currently, as VP of Customer Experience at Circle, I report to the Chief Commercial Officer and lead the operational engine behind the $78B USDC ecosystem. My mandate is to drive commercial growth by ensuring our institutional partners can successfully architect, onboard, and adopt our platform. Beyond the day-to-day, I am spearheading our Business teams internal AI transformation, deploying LLMs to modernize our operations and target a 30-40% gain in efficiency.My approach is shaped by my history of managing scale at the highest level. From leading a 700+ person global organization at Meta to guiding Slack’s enterprise operations through its acquisition by Salesforce, I have learned that true scale requires a balance of operational rigor and deep empathy.I am an \"Advocate\" leader at heart. I believe the strongest revenue engines are built on psychological safety, where teams feel empowered to experiment, mentor one another, and solve hard problems without fear.

Experience

1. VP Customer Experience

   Circle

   Apr 2022 — Present · CA, US

   Commercial Leadership & Ecosystem Growth: Reporting to the Chief Commercial Officer, drive commercial impact by ensuring partners successfully architect, onboard, and utilize Circle’s portfolio of products—directly fueling the rapid growth of the USDC ($78B circulation) and EURC (€290M circulation) ecosystems- Solutions Engineering Leadership: Manage the pre-sales technical consulting team responsible for architecting complex stablecoin implementations, directly influencing deal closure and accelerating time-to-value for institutional clients- Partner Enablement & Time-to-Revenue: Direct the global enablement operations responsible for onboarding institutional partners. Operationalized the transition from \"contract signed\" to \"live volume,\" ensuring complex partners launch securely and compliantly- AI Transformation Principal: Acting as the Principal for AI Adoption for the Business team, spearheading initiatives to deploy LLMs and automated workflows with a target of reducing manual triage time by 30-40% across operations- Global Customer Care & Operational Resilience: Orchestrate the 24/7/365 global support function serving the entire ecosystem—from prospective institutional clients to established exchanges. Balance high-touch service for partners with critical incident response, safeguarding customer trust across significant monthly transaction volume.

Education

• University of Staffordshire

  BSc (Hons), Business and Information Technology

  1992 — 1996

Skills

• Ebooks
• Nook
• Mobile Devices
• Telecommunications
• Epub
• Economics
• Operations Management
• Strategy
• Analytics
• Program Management
• Mobile Strategy
• Mobile Technology
• New Business Development
• Mobile Internet
• Hd Video
• Developer Relations
• Systems Engineering
• Wireless
• Product Management
• International Business
• Streaming Media
• Global Management
• Developer Tools
• Marketing Strategy
• Ecrm
• Business Development
• Entertainment
• Codecs
• Evangelism
• Strategy Development
• Vendor Management
• Professional Services
• Android
• Technical Management
• Technology Management