Casey Bland Email Address

Director of Care Operations, Growth

The New York Times creates, collects and distributes news, information and entertainment through a daily newspaper and a website.

Customer Service Operations ⇨ Budget & Staff Management ✦ Training ✦ Process Improvement ✦ Reporting & Analysis ✦ KPI Development Throughout my career, I've earned a reputation as the go-to person...if it's a challenge, and need to be done yesterday, I'll find a way to deliver. My unique blend of enthusiasm, a straightforward and no-nonsense leadership style, and intuitive ability to "be the customer" has propelled consistent promotions for more than a decade. I excel in turnaround and start-up operations, quickly engineering ramp-up to scale with growth. By creating strong teams and a culture of performance and accountability, I build customer success operations that drive engagement, retention, revenue growth, and customer satisfaction. HIGHLIGHTS TEAM TURNAROUND: Revitalized underperforming customer success team. Cleared call backlog, introduced culture-/team-building initiatives, and aligned incentives to KPIs. REVENUE GROWTH: Co-led launch of pay model for digital content at The New York Times, leading learning development, communication strategy, and ramp-up to support rollout. CUSTOMER SUCCESS: Deployed loyalty and retention programs that engage and delight with timely delivery of personalized messaging, special offers, and rewards. BUSINESS PROCESS OPTIMIZATION: Transformed core processes by selecting and implementing technology to drive automation and gaining buy-in from staff around objectives. TRAINING & DEVELOPMENT: Minimized attrition in a high-stress call center environment through coaching and training, introducing onboarding, professional development, and leadership training programs. STRENGTHS INCLUDE ✔︎ Talent Acquisition & Management ✔︎ Voice of the Customer (VOC) ✔︎ Organizational Development/Rightsizing ✔︎ Cost Control Initiatives ✔︎ Process Improvement ✔︎ Team Building & Leadership ✔︎ Learning & Development Let's Connect. Reach out through this profile or caseybland@outlook.com.