Steve Aman Email Address

Senior Manager, Customer Support

GoPro (NASDAQ:GPRO) is transforming the way people capture and share their lives. What began as an idea to help athletes self-document themselves engaged in their sport has become a widely adopted solution for people to capture themselves engaged in their interests whatever they may be. From extreme to mainstream, professional to consumer, GoPro enables the world to capture and share its passion. And in turn, the world has helped GoPro become one of the most exciting and aspirational companies of our time.

Experienced Director of Customer Support and Operations with proven success in global operations management, cross-functional partnerships, vendor management, process innovation, leadership/team development, customer insights, scalability and operational strategy. MAJOR ACCOMPLISHMENTS • Managed 13M budget for global, multichannel outsource and internal network composed of 6 sites and 12 languages. Managed vendor selection, negotiations, and overall vendor operations strategy, including workforce and budget planning. • Optimized contact channels resulted in a 45% reduction in overall volume, 3x improvement in resolution time and a 10% increase in customer satisfaction. Analyzed customer contact preferences, satisfaction scores and resolution timelines to drive traffic to more successful channels. • Drove customer satisfaction scores over 90% across locations and product lines. Through strong partnerships, process improvements and product enhancements, customer satisfaction increased in all markets. • Partnered with eCommerce and Logistics teams to eliminate friction points on both the purchase flow and return process resulting in 30% less escalated contacts regarding customer orders. Created a tiger team with support groups and outside stakeholders to implement new processes and deliver product insights to improve customer journey. • Designed and launched Loyalty Program resulting in 4M in annual revenue Created soft sales program and automated discount email system to encourage upgrades for out of warranty customers.