Tom Hopkins

About Tom Hopkins

I help integrate customer experience with people, process and product using tools like service design and functional design. I help drive business improvements through improving ways of working with a focus on culture, behaviors, and customer outcomes. I help to operationalize strategy and policy and continuously improve current operations. I\'ve led and developed high performing teams at Airbnb and USPS, and now at Gusto.I enjoy finding value through process improvements to provide better systems for my customers. I live by the principles of Respect Every Individual and Lead with Humility. I am a lifelong learner and continuously seek to learn.

Experience

1. Senior Lead Process Improvement

   Gusto

   Nov 2024 — Present · US

   Leading a portion of Gusto’s Process Improvement team, building operational excellence by installing best practices related to strategic planning, operational scoping / management, process re/design, and continuous improvement. Contributing to team strategy and metric performance, as well as partnering directly with CX leaders and other executives across the company. Leading implementation of workflow automation for our AI service transformation.

Education

• University of Central Florida

  BSIE, Industrial Engineering and Management Systems

  2004 — 2009

• University of Central Florida

  Masters of Science in Industrial Engineering, Industrial Engineering

  2010 — 2012

Skills

• Integration
• Quality Assurance
• Simulations
• Safety Engineering
• Engineering
• Aerospace
• Access
• Design of Experiments
• Process Improvement
• Business Process Improvement
• Quality
• Simulation
• Root Cause Analysis
• Requirements Management
• Industrial Engineering
• Continuous Improvement
• Engineering Management
• Testing
• Systems Engineering
• Analysis
• Databases
• Six Sigma