Skyler Evans
Head of Global Customer Experience
Transformational senior leader of Customer Experience (CX) and Analytics with 15+ years of progressive leadership across entertainment, healthcare, property management, and enterprise cloud solutions. Proven track record of scaling global CX ecosystems into data-driven, AI-powered engines through digital innovation, operational excellence, and human-centered leadership.
Specializes in Voice of the Customer (VoC) transformation, predictive analytics, AI-driven automation, and real-time feedback loops that align product, operations, and technology around customer-centric growth.
Known for turning complex datasets into compelling narratives that influence C-Suite and board decisions, while empowering cross-functional teams, leading through disruption, and delivering personalized omnichannel experiences. Recognized for building high-performing global teams, instilling data-informed decision-making, and consistently translating vision into measurable impact across high-growth and enterprise environments.
Location:
bend, oregon
Email:
Open to:
remote or relocation to portland, oregon
PROFESSIONAL EXPERIENCE
2024-2025
Vice President, Customer Experience
CONSILIUM
Architected post-sale customer experience transformations for SMB and Enterprise clients across Fintech, Healthcare, Airlines, Banking, Entertainment, and Global Outsourcing. Pioneered AI-powered customer solutions, leveraging machine learning, event-driven architectures, and unified customer profiles to enhance CX while optimizing operational costs.
2020-2024
MEDIFAST
Sr Director, Global Contact Center Operations
Orchestrated enterprise-wide customer service transformation, structuring $18M budget, leading 500-member team across four continents (NorAm, LatAm, APAC, EMEA), and achieving 96% CSAT. Scaled multilingual support operations while integrating AI, NLP, and AWS-driven automation to enhance CX, reduce costs, and drive operational efficiency. Spearheaded enterprise-wide initiatives to optimize returns, refunds, cancellations, and global contact center performance.
2018-2020
Director, Nationwide Contractor Operations
TASKEASY
Responsible for nationwide contractor operations, facilitating $5M budget while managing performance of 14K insured contractors across 50 states. Propelled initiatives to enhance contractor efficiency, customer experience, and nationwide scalability.
2009-2018
Sr Operations Manager, Global Customer Service
NETFLIX
Scaled outsourced support landscape across four continents (NorAm, LatAm, EMEA, APAC). Responsible for 700+ internal site; Tier 1 Support (phone & chat), Tier 2 Technical support, Corporate Resolutions & Social Support. Inclusively partnered with global Ops leaders to drive operational excellence, balancing a quality customer and employee experience while reducing cost (CPC / P&L).
Additional roles: Sr Vendor Manager, Vendor Manager, Site Manager, Sr Supervisor, Supervisor.
RESULTS
Reduced annual COGs by 38% by executing AI-driven CX transformation. Automated 50% of interactions through AWS cloud solutions, predictive analytics; 96% CSAT, 85% response rate.
Delivered $10M+ in annual savings by optimizing fulfillment operations, policy enhancements, and automation; streamlining reverse logistics, and reducing service bottlenecks.
Accelerated revenue growth by 10% by aligning CX with sales, product, and technology, enhancing demand forecasting, retention strategies, and customer lifetime value.
EDUCATION
2006-2009
WESTERN OREGON UNIVERSITY
Bachelor of Science Degree - Social Science; Criminal Justice
2004-2006
OREGON STATE UNIVERSITY
International Business & Psychology
2000-2004
BEND SENIOR HIGH SCHOOL
High School Diploma
EXPERTISE
Customer Experience Strategy
Global Operations
Digital Transformation
Workforce Scaling
Omnichannel Support
CRM Optimization
Revenue Growth
Change Management
AI & Automation
Cost Optimization
Vendor & BPO Management
High Performing Teams
AWS Cloud Solutions
Process Improvement
Performance Metrics
Cross-Functional Leadership
TESTIMONIALS
Chris Hughes, EVP Strategy, Medifast
"Skyler was an absolute rockstar lead of our customer experience. I loved that he was always pushing the boundaries of what was possible with tech, while focusing on how to deliver a best-in-class experience for all members of our customer community. He always out delivered what he said he was going to do, and was just a great guy to work with. Can’t wait for our paths to cross again sometime soon!"
Amy Schoemehl, Director HR, Netflix
"Skyler is an extraordinary human being – he is an exceptional business leader, highly data-driven, and extremely empathetic. People who work for and with him feel heard; he is the type of person who leaves a lasting impression on his colleagues and the teams he has managed. I would welcome the opportunity to partner with him again."
Vanessa Stewart, General Counsel, TaskEasy
"Sky is a dynamic leader, capable of building rapport, trust, and loyalty — all while driving results. People WANT to work with and for Sky, which really says it all. From an executive perspective, you can rely on Sky to execute a vision and collaborate across all levels of the business because he intuitively understands when and how to engage others. Simply put, Sky is an exceptional talent."
Bryan Carey, CEO & Co-Founder, Consilium
"Skyler is an exceptional manager. He has the ability to drive performance using broad context and effective communication.
Our team quickly learned to leverage Skyler’s perspective during strategic and tactical discussions. His ability to ‘think outside the box’ and ‘look beyond the immediate problem’ often plays an important role in decision-making.
I always look forward to working with Skyler."
Q&A
Why did you choose your profession?
I’ve always been driven by a deep sense of empathy and a passion for helping people. Initially, I planned to pursue a career in International Business, but my interests later led me toward Law Enforcement. As I began applying for law enforcement roles, I took a job at Netflix’s DVD contact center, where my career quickly gained momentum. Ironically, despite shifting paths, I found myself back in the world of international business—just in a way I hadn’t originally expected. This journey has reinforced my belief that the right opportunities often find us when we stay open to new possibilities.
Who has done the most to shape you into who you are today?
My parents. They instilled in me the values of hard work, critical thinking, self-discovery, and a deep commitment to helping others.
What has been the greatest accomplishment of your life so far?
Many of my professional accomplishments have already been mentioned, but on a personal level, I’m incredibly proud to serve as a mentor in the Big Brothers Big Sisters program. It’s been an amazing experience spending time with my “Little” and being a positive male role model for a child who truly benefits from that guidance. I learn something new from him every time we interact.
How would your peers and team members describe your responsiveness as a leader?
I believe my colleagues would describe me as inclusive, understanding, patient, transparent, communicative, and results-driven. I firmly believe that achieving success requires clarity and alignment, ensuring that every team member understands their role in driving company-wide objectives. When people see how their contributions fit into the bigger picture, they’re empowered to reach their full potential and excel in their focus areas.