Stephen Glass
Quality Management Specialist @SharkNinja
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WORK HISTORY
Quality Management Specialist @SharkNinja
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
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.
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