Steve Marble

About Steve Marble

I am a transformational operations and CX executive with 20+ years of successful experience leading national and global teams of employees and managing up to $90M OPEX budgets for multi-billion-dollar organizations. I architect high-performing operations, embed AI-driven insights, and implement scalable governance and omni-channel strategies that optimize customer experience, retention, and financial performance.A proven leader in operational transformation, digital CX strategy, and enterprise-scale change management, I am recognized for designing and executing global hub-and-spoke frameworks, streamlining multi-site workflows, and integrating advanced AI/ML technology platforms to drive SLA improvements, backlog elimination, and measurable revenue impact. Known for turning insights into results, I build executive-ready dashboards and develop leaders who sustain long-term organizational excellence: Built global CX insights organization with AI/LLM-enabled quality monitoring, improving SLA +28 pts and reducing backlog -88% across multiple regions. Standardized omni-channel support across domestic and offshore sites, driving cost reductions exceeding $1.4M while maintaining CSAT >95%. Led multi-year digital transformation integrating Salesforce, Five9/Nice, Verint, and Oracle/NetSuite, modernizing contact centers and fulfillment operations. Developed leadership and coaching programs elevating employee satisfaction +23% and retention in high-volume support environments.Let’s connect to share insights on scaling operations, transforming CX, and leveraging AI-driven analytics to deliver measurable results in complex, mission-driven organizations. Email: s••••••••@gmail.com : Enterprise Operations Leadership | Customer Experience (CX) Strategy | AI/LLM in Contact Centers | Multi-Site P&L / Budget Ownership | AI/ML-Driven Technology | Executive Reporting | Global CX Compliance | Lean Six Sigma | Governance & Compliance | BPO & Vendor Management | Change Management | Contact Center Management

Experience

1. Senior Director, Supporter Care

   Compassion International

   Apr 2022 — Present · Colorado Springs, CO, US

   Equipped with deep expertise in global customer experience strategy, operational excellence, and large-scale team leadership, I spearhead transformative supporter care initiatives that blend advanced technology, AI innovation, and human-centered design. Adept at unifying cross-functional stakeholders, I lead enterprise-wide programs that elevate supporter engagement, streamline operations, and deliver measurable organizational value. Direct operations for a 200+ member team and multi-million-dollar budgets, optimizing workforce planning, vendor management, and strategic investments across global regions. Champion Lean Sigma, value stream mapping, and long-term technology roadmaps to improve service quality, eliminate inefficiencies, and modernize supporter care. Deploy AI-driven tools for quality monitoring, simulation training, and language processing that enhance employee effectiveness, reduce cost-to-serve, and accelerate issue resolution. Build and scale omni-channel engagement models across domestic and offshore centers, introducing CX insights teams and closed-loop escalation processes for faster supporter solutions. Establish and lead cross-regional CX strategies by aligning 30+ countries to a unified hub-and-spoke model and embedding cultural awareness into service design and delivery.

Education

• Pittsburg State University

  Master's Degree, Business Administration

• Missouri Southern State University

  B.S.B.A, Management Technology

Skills

• Team Leadership
• Human Resources
• Budgets
• Crisis Management
• Customer Service
• Negotiation
• Budgeting
• Process Improvement
• Analytics
• Business Development
• Operations Management
• Vendor Management
• Labor & Employee Relations
• Strategic Planning
• Team Building
• Management
• Strategy
• E-Commerce
• Business Process Improvement
• E-Commersce Support
• Marketing
• Forecasting
• Project Management
• Training
• Business Analysis
• Cross-Functional Team Leadership
• Data Analysis
• Leadership
• Leadership Development