Ben McDonald

Background

About Ben McDonald

I build saleable service delivery operations. I lead teams, build the systems behind the teams (KPIs, SOPs, training libraries, staffing models, escalation paths), and keep programs consistent even when volume spikes or priorities shift.I spent 10+ years at uTax leading Support Operations & Customer Success, scaling a global org (40+ agents, 5 supervisors, 3 managers). I also managed service delivery across 28 concurrent programs, including outsourced and white-label support where my teams represented partner brands. I improved response times by 60% and helped raise retention to 95% by standardizing delivery, tightening execution, and redesigning workflows instead of relying on heroics.I’m also hands-on with automation and AI. At uTax I built an automated webinar communication system and road mapped expansion into chat and email triage before CX was dissolved during a company transition. More recently I’ve been building an AI-assisted job search automation system. I used to run the same searches manually every day across multiple job sites, tweaking and reusing the same search strings, then reviewing results one by one. Now I’ve automated that entire workflow using saved searches that generate job alert emails as the output. I then use AI to parse those alerts, score roles against my requirements (distance, skill match, level, and other filters), and surface the best options for fast review and execution.I’m currently targeting Senior Manager / Director roles focused on service delivery operations, managed services, client success operations, program execution, and automation.