Jacob M.

Experience

• 

  Delta Air Lines

  May 2002 - Nov 2011

  Managed and developed customer experience for over 360 airports in 66 countries.— Performance Highlights —• Launched VIP Select™, Delta’s premium meet & assist service available on transcontinental flights• Launched gate-to-gate VIP car transfer program at ATL airport in partnership with Porsche USA Managed and develop customer experience for over 360 airports in 66 countries— Performance Highlights —• Launched Sky Priority™, Delta’s high value customer experience at over 360 airports in 66 countries• Unified airport experience strategy for Delta & Northwest during merger Managed $22M+ partner marketing portfolio consisting of 30 accounts— Performance Highlights —• Launched 60+ promotions across 15+ marketing channels, generating approximately $1.8M monthly• Monetized delta.com's boarding pass with sponsored content (sojern.com)• Boosted revenue by $600K via renegotiating a travel partner contract worth $10M+ Managed and developed website products for delta.com— Performance Highlights —• Launched the Delta blog and YouTube channel; Delta was the first legacy airline to enter the blogosphere• Launched delta.com in 8 languages with global booking and payment in 50+ countries• Managed development of skyteam.com with 8 SkyTeam partner airlines Managed and developed website copy, HTML, and information architecture for delta.com— Performance Highlights —• Managed content portfolio consisting of 2,000+ pages• Supported 2005 website redesign as content developer lead Successfully completed six-months of training in Delta's leadership development program. — Performance Highlights —• Managed a professional call center sales team of 34 direct reports in Reservation Sales division• 98% of team met monthly goals, boosting department rank from 9th to 2nd in 3 months Managed and developed website copy, HTML, and information architecture for Delta's corporate intranet.

  • Manager, Customer Experience

    May 2011 - Nov 2011

  • Senior Product Manager, Customer Experience

    Mar 2009 - May 2011

  • Senior Account Executive, Partnership Marketing

    Mar 2008 - Mar 2009

  • Senior Web Product Manager

    Dec 2005 - Mar 2008

  • Web Content Developer

    Jun 2004 - Dec 2005

  • Management Trainee, Leadership Development Program

    Nov 2003 - Jun 2004

  • Web Content Developer, Corporate Intranet

    May 2002 - Nov 2003
• 

  SkyTeam

  Nov 2011 - Jun 2012

  Manager, Customer Experience

  Managed and developed customer experience for 18 airline alliance members across 15 countries.— Performance Highlights —• Launched Sky Priority to all 18 member airlines, impacting 437 million travelers• Realigned customer transfer strategy across 48 member airline hubs

• 

  Delta Air Lines

  Jan 2013 - Jun 2017

  Led the Sales Communications & Training team in the Global Sales organization, providing communication and training coverage for over 1,000 employees in the department. — Performance Highlights —• Implemented communication strategy for Global Sales with 50% increase in overall productivity• Launched improved B2B advisory board program with 70% increase in participant satisfaction• Launched annual Global Sales Conference with over 1,000 attendees and 20 speakers Managed a team of 6 direct reports in the re-development of a new learning platform and curriculum for the Global Sales organization, providing training coverage for over 1,000 employees.— Performance Highlights —• Launched Sales Excellence Center: 10K+ hrs in 60+ courses & support tools• Launched industry-leading sales curriculum & competency assessment for 800+ sellers• Launched Delta University, a B2T platform, offering training support to 2,000+ agents Managed B2B marketing team in the development of new marketing programs for Global Sales.— Performance Highlights —• Launched Delta Edge, a suite of beyond-contract-value benefits to over 1,000 corporate accounts• Launched Corporate Priority to enhance the Delta experience for corporate travelers• Launched onboarding and incentives for emerging high-value corporate customers

  • General Manager, Sales Training & Communications

    Aug 2016 - Jun 2017

  • Manager, Sales Learning & Development

    Oct 2014 - Aug 2016

  • Manager, Corporate Products

    Jan 2013 - Oct 2014
• 

  Self Employed

  Jul 2017 - Feb 2020

  Student + Consultant

  Marking my entry into the entrepreneurial landscape after a dynamic pivot from the world of big corporate.— Performance Highlights —• Completed academic residency at Harvard• Teamed with Dr. Schwartz, transforming Basic Human Values into actionable curricula• Launched Kickstarter for The Values Deck, #1 on Amazon, 4,000+ units sold• Deployed online values assessment software and coaching framework for thousands• Embarked on global travels, enriching perspectives from Boston to Bangkok Show less

• 

  Geotab

  Feb 2020 - Nov 2020

  Learning & Development Lead

  Led the overhaul of key programs to enhance Customer Support & Customer Success teams.— Performance Highlights —• Optimized 80hr onboarding for Customer Support & Success teams• Launched Public Works program onboarding curriculum for 120 agents• Launched 10-course Leadership Program for Customer Success

• 

  Hopper

  Nov 2020 - Dec 2023

  Director, Learning & Development, Quality Assurance, Knowledge Management

  Led the Learning & Development, Quality Assurance, and Knowledge Management department of 25 employees and 4 direct reports + 60 BPO support resources.— Performance Highlights —• Led L&D, QA, and KM function for 2,500+ customer service reps & leaders worldwide• Implemented 23 automated onboarding programs totaling over 1,000 hours of training• Implemented innovative solutions to onboard 500+ agents/month to support rapid growth• Launched KCS via Guru, and later AI-integrated approach to KM for 3,000 workflows• Overhauled Quality Assurance to target key CSAT drivers + block and tackle DSAT• Launched public-facing pre-hire training program (BunnyBoot.camp) worldwide• Managed implementation across 5 BPOs (Teleperformance, Telus, Foundever, IGT, Enshored) Show less

• 

  Self Employed

  Dec 2023 - now

  Consultant

  💡 Bringing fresh eyes and execution expertise to your startup's next major Customer Support initiative.