Cory Parks: Senior Manager of Customer Experience in San Mateo, CA

• Manage and provide thought leadership to two operations departments, Customer Experience and Student Success. • Cultivate a deep understanding of customer behavior and work to improve the overall experience. • Evolve operational KPI’s to be more insightful and actionable and lead efforts to consistently achieve aggressive targets over time. • Develop and implement customer engagement strategies that improve customer retention and subsequently increase lifetime value and revenue. • Analyze data and identify customer trends, provide recommendations, and work with other department leads to ensure proper implementation of solutions in a timely and responsible manner. • Create and maintain a high level of customer satisfaction by building log-term strategic relationships with internal and external stakeholders. • Identify the most effective ways to regularly assess NPS and maintain an adequate and steadily progressing rating. • Ensure global affiliate needs are identified and met with adequate guidance and resources.