Susan Gearing
Customer Service Senior Operations Manager @Ooni
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WORK HISTORY
Customer Service Senior Operations Manager @Ooni
Edinburgh, GB
Supporting the Ooni Customer Experience team to achieve operational excellence and providing a great customer journey that meets and exceeds customer expectations.
EDUCATION
Edinburgh Napier University
BA (Hons), Business Studies
Edinburgh Napier University
Post Graduate, Chartered Institute of Personnel Development
Craigmount High School
9 O Levels and 6 Highers
SKILLS
ABOUT SUSAN GEARING
With over 20 years of experience, I bring a unique blend of people-first leadership, strategic thinking, and technical know-how to every role I take on. I\'m passionate about building exceptional customer experiences and learning journeys that are grounded in empathy, insight, and business impact.At Ooni, I focus on delivering operational excellence while championing a customer experience that truly stands out. I recently led the end-to-end RFP process and successful implementation of Gladly CRM—modernising how we connect with and support our global community.Previously, at Rystad Energy, I launched a new client education program that boosted engagement by 50% in just three months, thanks to a new LMS and a reimagined content suite. My time at eCom Scotland sharpened my skills in SaaS learning strategy, project delivery, and client engagement—consistently exceeding expectations.Earlier in my career, I spent 14 years at Wood Mackenzie as Global Head of Client Training, where I built and scaled a world-class client learning function within the energy sector. Later I moved to Sky, where I deepened my operational and customer experience expertise as an Operations Manager in Customer Service—leading high-performing teams and driving service excellence at scale.
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