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Zac S.
Head of Cx and Ai Operations @Slide
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WORK HISTORY
Head of Cx and Ai Operations @Slide
Norwalk, CT, US
I lead our customer experience transformation and AI operations at Slide, focusing on making our partners happier while building smarter, more efficient systems from the ground up. I\'m responsible for architecting and implementing everything - from customer success processes to AI operations frameworks. I work across the entire partner journey, from first touchpoint to ongoing support, designing AI solutions that solve real problems and improve experiences. Currently building the foundational frameworks that will help our AI systems run smoothly in production, with proper monitoring and governance so nothing breaks as we scale. Day-to-day, I\'m wearing multiple hats across customer success, support operations, and AI engineering, ensuring everything works together to reduce friction and create seamless interactions. The exciting challenge is not just delivering immediate value to partners, but also establishing scalable processes and systems that will support our growth as I build out the team and expand our capabilities.
EDUCATION
University of Maryland
Bachelor of Technology - BTech, Cyber/Electronic Operations and Warfare
Monroe Community College
Associate of Arts and Sciences (A.A.S.), Design and Visual Communications, General
Arcadia High School
Regents with Advanced Distinction, History
ABOUT ZAC S.
I am the Head of Customer Experience and AI Operations at Slide, where I lead transformative initiatives at the intersection of AI, customer success, and operational excellence. With over 15 years of experience across technical support, IT service management, cybersecurity, and customer experience leadership, I bring a deep, hands-on understanding of what it takes to build resilient systems and world-class support organizations.In my current role, I’m responsible for architecting and implementing scalable, AI-driven frameworks that power our customer experience; from the first partner interaction to ongoing support. I work cross-functionally to design intelligent systems and operational processes that reduce friction, improve satisfaction, and drive efficiency. I’m currently focused on building the foundational infrastructure for AI operations, ensuring robust monitoring, governance, and long-term scalability as we grow.Previously, I was a Sr. Technical Program Manager at Amazon, leading StoreSec and Threat Detection projects and applying my cybersecurity expertise to secure and enhance store technologies. Before that, I served as the VP of Customer Experience and Global Technical Support at Datto, where I led a global team of 400+ supporting SaaS, BCDR, and MDR solutions, and spearheaded a digital transformation of the customer support culture and technology stack.My mission is to design intelligent systems and customer experiences that scale, solve real problems, and deliver measurable value - every interaction, every time.
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