Terrick Ford
Goodyear
Summary
An accomplished Director of Customer Experience and Operations specializing in strategically scaling support teams and end-to-end operations for hyper-growth tech companies. With a proven track record at organizations like Carvana and WHOOP, I have successfully managed global BPO partnerships, built robust tech stacks, and leveraged data-driven insights to achieve measurable business objectives. I am a strong leader and problem-solver dedicated to streamlining operations to reduce costs and increase organizational efficiency. Passionate & empathetic leader who can effectively manage projects and people to accomplish personal and business objectives.
Overview
11
11
years of professional experience
Work History
Director Customer Experience
Amptif.com
09.2024 - Current
- Customer Journey & Support
- Unified customer journey strategy across all products (purchase, in-app, device, delivery, renewal).
- Implemented AI support, reducing live chat and email volume by 67%.
- Developed retention programs, playbooks, CX tracking, and engagement cadences.
- Responsible for VOC & VOB strategic playbook.
- Metrics, Reporting & Customer Health
- Established customer health metrics, CSAT, and KPIs for proactive management.
- Built actionable reporting for leadership insights and team decisions.
- Cross-Functional Leadership & Collaboration
- Partnered with Field Ops, Product Marketing, and Growth Marketing for aligned initiatives (3PL SLAs, processes, SOPs).
- Focused on retention/engagement; deferred acquisition/product strategy/demand generation.
- Streamlined handoffs between Insights & Strategy, Training & Enablement, and Customer Support.
- Operational Excellence
- Identified CX tooling/process gaps; partnered with Field Ops/Enablement & Product for CX internal & customer facing project implementation.
- Continuously refined processes to scale, boost productivity, and improve CX KPIs.
- Established CS best practices, KPIs & Metrics: data-driven decisions, operational efficiency.
Director Membership Services
WHOOP
06.2021 - 09.2024
- Fostered robust, cross-functional collaboration with Sales, Marketing, Product, and Operations to forge aligned strategies and deliver consistently seamless customer experiences through innovative leadership.
- Spearheaded a customer success transformation that fueled aggressive business growth. We were able to launch 6 languages for support, and scale globally into 7 international countries increasing memberships from 350k to well over 1.4 Million.
- Assisted in significantly improving key revenue metrics, including reducing churn to under 6%, increasing Customer Lifetime Value (CLTV), and optimizing member retention.
- Assisted in cultivating an extensive customer-first culture across the organization, influencing departmental strategies and operations.
- Responsible for building new facets of membership services/support and enablement (QA, Knowledge Management) and scaling high-impact teams across Order Management, Enablement, Onboarding, providing customers Omni channel Support & empowering them through targeted coaching, utilizing strategic resources to consistently exceed performance benchmarks.
- Owned and optimized the customer journey, increasing agent and customer satisfaction (91 Employee NPS score), cultivating deep loyalty, and ensuring sustained long-term success.
- Proactively identifying and mitigating potential issues, we significantly increased NPS scores and converted satisfied customers into promoters. (Consistent customer NPS over 80, and CSAT over 85)
Senior Manager Customer Experience
Carvana
12.2017 - 06.2021
- Established and monitored key performance indicators (KPIs), leading initiatives to enhance agent productivity, high quality, and customer satisfaction across the large team (80+NPS & 80+ CSAT).
- Collaborated cross-functionally with internal departments such as Market Operations, Training, and Quality and Product to integrate BPO/Internal operations.
- Lead strategic business development of customer support/CX operations, contributing to substantial growth and scaling support teams from 168 to over 1000 agents across internal support and Business Process Outsourcing (BPO).
- Strategically managed and optimized relationships with multiple BPO providers, ensuring alignment of performance, quality, and service level organizational objectives.
Operations Manager
Arizona Girls Athletic Foundation
03.2016 - 08.2016
- Coordinated the scheduling of over 430 players and 80+ volunteers, enhancing program efficiency and engagement.
- Managed the AGAF Recreation Volleyball and Club Volleyball programs, overseeing all aspects of operations for 30 teams and over 150 athletes, coaches, and referees.
- Hired, trained, and managed a diverse staff, ensuring timely payroll and effective team performance.
- Coordinated the scheduling of over 430 players and 80+ volunteers, enhancing program efficiency and engagement.
Drug Unit Officer
Maricopa County
05.2014 - 03.2016
- Liaised with courts, presenting reports and recommendations.
- Managed over 70 monthly full-cycle caseloads for Maximum Felony Offenders (pre-sentence, pre-trial, supervision).
- Conducted 70 weekly office, home, and employment visits to adhere to legal requirements.
- Maintained parole hearing information, updating leadership on offender status.
- Interpreted assessment data to determine appropriate supervision levels.
- Built relationships with defendants and offenders, assessing living conditions and case backgrounds.
- Collaborated with institutional staff, law enforcement, mental health boards, county attorneys, and treatment providers.
Education
B.S. - Communication
Portland State University
Portland, OR05.2012
Skills
- Operational efficiency management
- Proficient in Salesforce CRM
- BPO operations management
- KPI analysis
- Data metrics analysis
- Voice of the customer
- voice of business
- Comprehensive knowledge base
Accomplishments
- Operational Scaling: Successfully led and scaled customer support operations for hyper-growth technology companies, including Carvana and WHOOP. During WHOOP's global expansion, managed support for 1.2 million members across 6 countries with 4 international BPO locations and 6 support languages.
- Cost Reduction & Efficiency: Implemented data-driven strategies to streamline operations, resulting in decreased costs and increased organizational efficiency.
- Process & Technology Implementation: Directed the consolidation of end-to-end operations and built internal tooling and tech stacks to create a robust and scalable support system.
- Leadership & Team Building: Led and mentored diverse, high-performing teams, fostering a solution-oriented culture and enhancing customer and agent support. (+80 CSAT, +90 ENPS)
- Cross-Functional Impact: Utilized data-driven insights to collaborate with various departments. Created and owned monthly VOC/VOB reporting and analysis & drive key business decisions.
Timeline
Director Customer Experience
Amptif.com
09.2024 - Current
Director Membership Services
WHOOP
06.2021 - 09.2024
Senior Manager Customer Experience
Carvana
12.2017 - 06.2021
Operations Manager
Arizona Girls Athletic Foundation
03.2016 - 08.2016
Drug Unit Officer
Maricopa County
05.2014 - 03.2016
B.S. - Communication
Portland State University
Awards
AZ Peace Officer, HS & College Track and Field ALL-American Honors
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