Matthew Caron

Director of Support

Ownercom

Oct 2025 - Current (11 months)

Head of Service Operations

Townsquare Interactive

Nov 2024 - Aug 2025 (10 months)

Led support, onboarding, and product operations across a 150+ person org. Responsible for AI automation, workforce performance, and support structure redesign during high-growth phase. Key Responsibilities & Achievements: ➤ Built an end-to-end support delivery model across functions and tiers ➤ Integrated Assembly AI + ChatGPT to automate onboarding (saved $2.4M) ➤ Reduced backlog 83% and accelerated activation by 23 days ➤ Improved customer survival rate for 5 consecutive months ➤ Drove service redesign aligned with leadership and GTM teams

Vice President – Customer Experience & Product Operations

Townsquare Interactive

Jun 2024 - Nov 2024 (6 months)

Directed production operations with a focus on automation, workflow redesign, and scalable execution. Built cross-functional alignment that enabled growth while improving quality and efficiency. ➤ Reduced backlog by 295% through automation and structured process improvements. ➤ Delivered a 15% increase in throughput, saving $300K+ in labor costs. ➤ Improved pipeline quality by nearly 40%, strengthening long-term retention outcomes.

Product Advisor

Frame AI

May 2023 - Jan 2025 (1 year 9 months)

Involved in providing strategic counsel and expertise to contribute to the development and refinement of Frame AI's initiatives. This included offering insights into industry trends, collaborating on strategic decision-making, and leveraging expertise to enhance the company's overall direction and impact.

Product Advisory

Aimiable

Jan 2023 - Mar 2025 (2 years 3 months)

Advising a venture-backed modern software start-up focused on developing a new product for Customer Support Workforce Engagement Management (WEM) is to provide guidance and expertise on product development, market strategy, and industry trends.

Vice President - Customer Experience & Onboarding

OpenTable

Oct 2021 - Mar 2024 (2 years 6 months)

Owned global CX, onboarding, and success teams across hospitality SaaS. Scaled enterprise support, voice-of-customer feedback loops, and operational excellence initiatives. ➤ Improvd CSAT by 34%, reduced wait time by 92% ➤ Saved $6M+ annually via system/process optimization ➤ Beat onboarding activation goal by 121% ➤ Recovered $9.85M in outstanding AR ➤ Drove $365K YoY increase in premium client revenue

Member of Customer Experience Advisory Board

California State University East Bay

Jul 2020 - Jun 2022 (2 years)

Involved in providing strategic guidance and insights to enhance the overall experience of program participants. This included collaborating with stakeholders, offering feedback on program design, and contributing to initiatives that ensured students' positive and valuable experiences.

Head of Customer Support

OpenTable

Feb 2019 - Oct 2021 (2 years 9 months)

➤ Scaled support to 150+ agents globally ➤ Built support-to-product integration to reduce resolution time ➤ Contributed to “Top Workplace” company recognition in 2020

Director, Customer Support - North America

OpenTable

Aug 2017 - Jan 2019 (1 year 6 months)

Launched and scaled the foundation for North America support operations during global expansion. Known for leading with care while improving customer and employee outcomes. ➤ Established staffing models, QA, and training functions to sustain growth. ➤ Enhanced first-contact resolution and improved CSAT across regions.

Associate Director, Sales Field Communications

Att

Mar 2017 - Aug 2017 (6 months)

Directed enterprise-wide communications strategy for 35,000+ employees, consolidating fragmented systems into one unified platform. Known for aligning executive messaging with team needs to increase clarity, engagement, and impact. ➤ Increased weekly communication engagement by 18% through targeted, executive-driven content. ➤ Consolidated 8 communication platforms into a single streamlined portal. ➤ Selected for AT&T’s Top 1% Management Development Program, recognizing leadership excellence.

Associate Director, Service Quality/M&P/Process

Att

Oct 2016 - Mar 2017 (6 months)

Directed quality and process improvement initiatives across service and operations functions. Developed and standardized procedures to strengthen performance consistency, reduce defects, and improve customer outcomes. ➤ Consolidated multiple process frameworks into a unified quality system, increasing compliance and efficiency. ➤ Established metrics and review cadences that improved accountability and operational visibility. ➤ Partnered with field and support leaders to reduce error rates and improve first-time resolution.

Senior Manager, Sales & Services Process Improvement

DIRECTV

Feb 2016 - Oct 2016 (9 months)

Led process transformation to align retention, support, and resolution teams. Focused on automation, root cause elimination, and employee engagement during large-scale organizational change. ➤ Implemented 900+ process improvements in one year, reducing inefficiencies across departments. ➤ Cut inbound voice volume by 40% through automation and workflow redesign. ➤ Improved both NPS and employee satisfaction while navigating change.

Customer Service Manager

DIRECTV

Jan 2015 - Feb 2016 (1 year 2 months)

I revamped the CRT department, overseeing 120+ employees and implementing changes that led to a 63% positive leadership turnover within 120 days. Through personalized coaching, strategic decision-making, and the introduction of innovative leadership philosophies, I achieved significant improvements, including forecasting attrition, optimizing staffing, and enhancing overall business practices.

Service Call Center Director

APAC Customer Service

Feb 2014 - Jan 2015 (1 year)

➤ Led 500+ FTEs and $14M P&L across multi-client call center ➤ Improved EBITDA from -3% to +7% ➤ Founded performance office adopted company-wide

Service Delivery Manager

APAC Customer Service

Oct 2012 - Feb 2014 (1 year 5 months)

Led operations for the UPS account, overseeing billing, tracking, and support teams of 400+. Drove consistent top-ranked performance through leadership development and operational rigor. - Achieved the highest performance scorecard in site history for multiple divisions. - Delivered turnaround in underperforming departments, setting new national standards. - Groomed and promoted a successor before moving into higher leadership.

Billing Operations Manager

APAC Customer Service

Sep 2011 - Oct 2012 (1 year 2 months)

Oversaw billing operations for UPS, managing 150+ staff and ensuring KPI delivery. Created scalable processes that improved performance visibility and drove sustained top-tier results. - Streamlined billing processes, improving KPI consistency across multiple divisions. - Maintained #1-ranked division nationally month after month. - Launched new billing divisions that achieved immediate top-level performance.

Billing Team Leader

APAC Customer Service

May 2010 - Sep 2011 (1 year 5 months)

Led a team of 30 billing representatives supporting UPS. Known for building leadership pipelines and ensuring consistent high performance. - Elevated department to the highest performance scorecard in its history. - Consistently promoted team members into leadership and specialized roles. - Contributed to the Tampa site winning Site of the Year for APAC in 2010.

Customer Service Team Coach

APAC Customer Service

Feb 2010 - May 2010 (4 months)

Began career as a front-line representative supporting UPS clients before quickly advancing into team leadership. Gained early recognition for subject matter expertise, coaching, and elevating team performance. - Earned distinction as UPS billing system subject matter expert. - Consistently drove above-average customer experience and performance results.

Customer Service Representative - Universal

APAC Customer Service

Nov 2009 - Feb 2010 (4 months)

Supported UPS client, taking inbound calls for customers shipping out packages, scheduling pickups, and general inquiries.

Customer Service Representative - Tracking

APAC Customer Service

Oct 2009 - Nov 2009 (2 months)

Supported UPS client, taking inbound calls for customers asking for tracking information on their shipments.

Branch Manager

CastCrete

Aug 2006 - Jan 2008 (1 year 6 months)

Managed a distribution center with $4.5M in annual revenue and 15 employees. Known for balancing operational discipline with team care, consistently delivering top-tier performance and lasting improvements. - Achieved 100% delivery rate for two consecutive years through workforce alignment and process rigor. - Maintained a 95% accuracy rate on order fulfillment, setting new site standards. - Built strong client relationships by personally overseeing quality and service, ensuring customer loyalty and repeat business.

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