Ryan Phillips

Background

About Ryan Phillips

Strategic operations leader with 15+ years of experience in high-growth tech environments, known for transforming service delivery, building scalable teams, and enhancing customer experiences. Proven success in optimizing performance, leading cross-functional teams, and driving initiatives that improve revenue, retention, and operational efficiency. Collaborative and data-driven, with a passion for coaching leaders and aligning teams with business goals. Select Accomplishments: Led a complex brand integration between GoDaddy and MediaTemple, standardizing service delivery, CRM tooling, and support operations across voice, chat, and ticketing channels. Maintained 93% customer retention with no negative impact to CSAT or sales. Identified and closed a critical service gap, reducing product refund rates from 38% to 12% and boosting NPS from 20 to 76 through creation of a specialized support team, targeted training, and scalable workflows. Scaled a technical support team from 12 to 40, building a high-performance culture that supported over $12M in annual revenue while improving time-to-resolution and satisfaction scores. Spearheaded channel-of-choice support, launching Jira Service Desk and LiveEngage systems with engineering partners. Delivered multi-department training and built automated routing to improve customer experience and reduce contact handle times. Core Skills & Expertise Technical Support Leadership, Global Operastions Management, Customer Experience (CSAT/NPS), Cross-functional Collaboration, Salesforce & Jira Platforms, Escalation Management, Process & Efficiency Optimization, KPI & Metric Accountability, Support Team Scaling & Mentoring, Change Management & Transformation