Stephen Glass
Call Center & Escalation Management | Customer Experience Leadership | Team Development | Support Operations & CX Optimization
- Role
- Quality Management Specialist at SharkNinja
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Stephen Glass
My career has always centered around one constant: helping people. Over the years, my experiences shaped how I lead support teams and manage the most complex, high-stakes escalations.Most of my background comes from contact center operations, where I discovered my passion for building strong teams, improving performance, and coaching individuals toward long-term growth. I’ve learned that great support isn’t just about solving a problem; it’s about understanding the person behind it.Challenges always arise when striving for world-class service, which is why I focus heavily on escalation management and root-cause analysis. I get a lot of satisfaction from diffusing difficult situations and turning frustrated customers into advocates.Some highlights:• Resolved 600–800 executive-level escalations annually across CEO, Legal, and channels with a 98 percent on-time resolution rate.• Increased KPI scores by 30 percent at Mercer through coaching and onboarding 150+ seasonal staff.• Created and led a coaching program at Bose that saved $250K annually through performance improvement and retention.At the heart of my work is a simple belief: every interaction is a chance to build trust, strengthen a team, and improve the customer experience. Outside of work, I enjoy playing guitar, composing music, and exploring my passion for nature photography.Skills and focus areas include: Customer Service Leadership, Contact Center Management, Escalation Management, Support Operations, Quality Assurance, KPI Optimization, Workforce Management, Coaching and Development, Process Improvement, Service Delivery, CRM Platforms, BPO/Offshore Team Support.Please reach out if you have customer service, support operations, or escalation leadership opportunities available.
Experience
Quality Management Specialist
Jan 2026 — Present · US
Supporting quality system processes related to customer product complaints for FDA-regulated medical devices. Work includes complaint intake, documentation accuracy, trend tracking, and compliance support.
Education
University of Massachusetts Lowell
Bachelor’s Degree
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