MARC SCHENBART
Gilbert
Summary
Dynamic operations leader with extensive experience at Tripadvisor, excelling in real-time management and workforce optimization. Proven track record in coaching teams to enhance performance and drive customer experience. I thrive in cross-functional environments, delivering impactful results during high-pressure situations.
Overview
17
17
years of professional experience
Work History
Manager, Global Real-Time Management
Tripadvisor
07.2022 - 12.2025
- Led global Real-Time Operations across a 24/7 multi-region support organization spanning Voice, Chat, Email, SMS, and Social channels.
- Managed and developed a team of team leads and senior analysts, coaching them on leadership skills, performance management, and decision-making under pressure. Focused on building leaders who could operate independently while maintaining alignment to organizational goals.
- Served as primary escalation point for outages, backlog spikes, and real-time service risks affecting global customer experience.
- Partnered cross-functionally with Operations, WFM, Product, Engineering, and global vendor partners (EMEA/APAC) to stabilize performance and improve CX outcomes.
- Built and standardized outage and variance playbooks to improve recovery consistency and reduce time-to-action during high-stakes incidents.
- Global Customer Service Operations
- Led team through significant organizational change, maintaining stability and preserving institutional expertise while navigating restructuring and high-volume operational periods.
Senior Team Lead - Real-Time Management
Tripadvisor
03.2022 - 07.2022
- Supervised and coached RTM team leads and analysts handling intraday staffing adjustments and SLA performance monitoring across multiple channels.
- Supported vendor and internal teams during volume spikes, system incidents, and recovery operations.
- Enhanced escalation and communication workflows to improve cross-functional alignment during service disruptions.
- Developed team members through targeted coaching on decision-making frameworks and operational best practices.
- Global Customer Service Operations
Team Lead / Senior Analyst / Analyst - Customer Support Operations (RTM)
Tripadvisor
04.2017 - 03.2022
- Supported global SLA execution, intraday decision making, and escalation workflows across multiple channels and regions.
- Contributed to reporting design, UAT, and operational process improvements that enhanced visibility and accountability.
- Developed subject matter expertise in real-time operations, workforce management tools, and cross-functional stakeholder management.
- Global Customer Service Operations
Contact Center Team Lead - Sales & Support
Tripadvisor
04.2016 - 04.2017
- Managed frontline service and sales performance, adherence, and quality for a customer-facing team.
- Coached agents on customer experience standards and operational efficiency.
- Global Customer Service Operations
Sales & Customer Service Manager
H&H Enterprises
01.2014 - 01.2016
- Managed B2B sales and customer support operations for a small business environment.
- Built customer service processes and handled escalations to maintain client relationships.
Customer Service Supervisor
Express Scripts
10.2008 - 02.2014
- Led a 30-agent team in a regulated healthcare contact center environment.
- Managed training, QA, performance management, and sensitive escalations in compliance with HIPAA and SOX regulations.
- Developed coaching frameworks and performance metrics to improve team outcomes.
Education
Associate of Arts - Liberal Arts
Saint Leo University
San Antonio, FL03-2008
Associate of Applied Science - Applied Computer Science
Johnson & Wales University
Providence, RI05-2000
Skills
- Operations leadership
- Real-time operations (RTO)
- Workforce management (WFM)
- Global vendor and multi-region support operations
- CX operations and customer experience strategy
- People, leadership, and team development
- Coaching and performance management
- Technical execution
- Operational tooling
- Automation
- Reporting systems
- Hands-on development
- Google Apps Script
- SQL
- API integrations
- Data architecture and integration
- Cross-platform system design
- Cross-functional partnership
- Operations
- Product
- Engineering
- WFM collaboration
- Program/project ownership
- Change adoption
- Data-driven decision-making
- Trend analysis
- Stakeholder management
- Executive communication
- Real-time operations
- Workforce management
- Performance metrics
- Incident response
- Escalation management
- Customer relationship management
- Cross-functional collaboration
- Operational efficiency
- Process improvement
- Team building
- Leadership coaching
- Effective communication
- Problem solving
- Decision making
- Change management
- Sales techniques
- Vendor management
- Cross-functional team management
- Verbal and written communication
- Customer relationship management (CRM)
- Business planning
- Policy implementation
- Team leadership
- Policy and procedure development
- Salesforce management
- Expectation setting
Technology
Google Workspace (Sheets, Sites, Apps Script, BigQuery) - hands-on development, SQL, API integrations, Data architecture, NICE CXOne, Verint, IEX, Salesforce, Tableau, Case management / CRM platforms, Microsoft Office, Data visualization and reporting tools
Recognition
- Multiple leadership and innovation awards for operational excellence at Tripadvisor
- 7+ LinkedIn leadership recommendations from cross-functional partners and team members
- Contributor to award-winning customer service programs and operational initiatives
Websites
Core Skills
Real-Time Operations (RTO), Workforce Management (WFM), Global vendor and multi-region support operations, CX operations and customer experience strategy, People leadership and team development, Coaching and performance management, Operational tooling, automation, and reporting systems, Hands-on development (Google App Script, SQL, API integrations), Data architecture and integration, Cross-platform system design, Operations, Product, Engineering, WFM collaboration, Program/project ownership and change adoption, Data-driven decision making and trend analysis, Stakeholder management and executive communication
Leadership Summary
Operations and Workforce Management leader with 15+ years in global contact center environments, specializing in real-time operations, service delivery, and operational systems. Built operational systems that improve visibility, reduce manual work, and support better customer outcomes. Led 24/7 multi-region teams, partnered cross-functionally across Operations, Product, Engineering, and WFM, and designed hands-on technical solutions using Google Workspace, BigQuery, and industry WFM platforms (NICE, Verint, IEX). AAS in Applied Computer Science. People-first leader focused on making complex operations easier to run at scale.
Timeline
Manager, Global Real-Time Management
Tripadvisor
07.2022 - 12.2025
Senior Team Lead - Real-Time Management
Tripadvisor
03.2022 - 07.2022
Team Lead / Senior Analyst / Analyst - Customer Support Operations (RTM)
Tripadvisor
04.2017 - 03.2022
Contact Center Team Lead - Sales & Support
Tripadvisor
04.2016 - 04.2017
Sales & Customer Service Manager
H&H Enterprises
01.2014 - 01.2016
Customer Service Supervisor
Express Scripts
10.2008 - 02.2014
Associate of Arts - Liberal Arts
Saint Leo University
Associate of Applied Science - Applied Computer Science
Johnson & Wales University