CALEB SNYDER
Manager, CX Strategy & Insights
Denver, CO
Summary
Experienced manager with a proven track record of expert team leadership, strategic planning, and exceptional organizational skills. Skilled in equipping employees to autonomously manage daily functions and exceed customer expectations. Diligent trainer and mentor known for exceptional management abilities and a results-driven approach. Demonstrated ability to develop strategic visions for products, ensuring day-to-day operations align with long-term goals and deliver a strong return on investment.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Manager 2 – VOC Products
Dish
07.2024 - Current
- Implemented an automated QA process using NLP, increasing QA evaluations by 1,000%, and driving a 35% reduction in average call time (ACT).
- Led a team of five to design and deploy surveys using the Qualtrics platform, and built interactive dashboards in Qualtrics and Tableau to visualize key insights and results for over twenty million customers.
- Partnered with data science teams to integrate repeat metrics, uncover root causes, and drive a 10% reduction in repeat customer interactions.
- Defined a risk analytics roadmap aligned with business KPIs, integrating 50+ metrics into real-time dashboards for visibility and strategic alignment.
- Created and maintained a strategic roadmap to enable key platform integrations, and align with broader business objectives.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
Product Manager – Chat Optimization
Dish
07.2022 - 07.2023
- Migrated to cloud-based technology, integrating IVR and chat data to enable proactive customer routing—reducing transfers and generating $4M in annual savings.
- Aligned with key stakeholders to deploy the SDK and launch the initial Chatbot for Boost Mobile's new website.
- Integrated APIs to enable automation of key transactions—such as payments and plan changes—streamlining processes and reducing manual effort.
- Conducted market analysis to identify opportunities and develop strategic roadmaps for product optimization and growth.
- Integrated FAQ data to train large language models (LLMs) and enable automation, resulting in a 5-point reduction in customer contact rate.
- Designed fraud analytics tools for insurance claims, decreasing false positives by 22%, optimizing claim processing speed by 30%.
- Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
- Managed stakeholder expectations effectively throughout the entire product development process.
Channel Support Manager - Digital Transformation
Comcast
03.2019 - 06.2022
- Led a cross-functional team of 40 agents, 6 supervisors, and 6 product managers to support customer service operations and resolve knowledge and technology issues across the West Division.
- Implemented a chat assist feature to improve agent time-to-resolution, resulting in a 10% reduction in average handle time (AHT).
- Executed A/B testing initiatives to optimize and refine fraud detection models and risk mitigation strategies, improving detection accuracy by 20%.
- Implemented a regulatory reporting system, leveraging Collibra, reducing audit efforts by 30%, and accelerating compliance reporting by 25%.
- Refactored ETL workflows in Snowflake, reducing data transformation time by 40%, enhancing efficiency, and enabling real-time risk mitigation.
Education
Bachelor of Arts - Business
UCCS
Colorado Springs, CO 08.2018 - 05.2020
Master of Arts - Business
UCCS
Colorado Springs, CO 05.2024 - Current
Skills
Natural Language Processing (NLP) & Text Analytics
AI-Driven QA/QM Automation
Experience Management Platforms (Qualtrics, Medallia, etc)
DecisionData Integration & Reporting (APIs, Tableau, Homegrown Systems)-making
Product Experience
- Qualtrics Engage – Led qualitative and quantitative feedback initiatives to gather customer insights and develop compelling user stories that informed product development.
- Qualtrics Discover – Deployed an NLP-based conversational analytics model to identify customer pain points and friction areas within the customer journey.
- Farlinium – Implemented automated QA and quality monitoring, improving evaluation consistency and enabling redeployment of QA agents to higher-value tasks.
- ASAPP – Developed and deployed the SDK and initial challot setup for Boost Mobile's new vendor integration.
Technical Skills
OKR Planning Tools, Tableau, Google Analytics, Qualtrics, Mixpanel, Looker, Python, Power Pivot, Excel, Snowflake, ASAPP, Amplitude Experiments, Balsamiq, AdobeXD, Adobe CDP, UserTesting, Postman, AWS (Lambda, S3, EC2, API Gateway, CloudWatch), Google Cloud Platform, Azure Synapse, RESTful APIs, Quantum Metrics,
Personal Information
Relocation: Open to Relocation
Timeline
Manager 2 – VOC Products
Dish
07.2024 - Current
Master of Arts - Business
UCCS
05.2024 - Current
Product Manager – Chat Optimization
Dish
07.2022 - 07.2023
Channel Support Manager - Digital Transformation
Comcast
03.2019 - 06.2022
Bachelor of Arts - Business
UCCS
08.2018 - 05.2020
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