Jeffrey Lu Shao
About Jeffrey Lu Shao
Jeffrey Lu Shao is a Senior Program Manager at Alida, where he influences the Professional Services roadmap and evaluates operational processes to enhance efficiency. He has a background in customer success and sales, with previous roles at Vision Critical and J.Crew, and holds a Bachelor of Commerce from The University of British Columbia.
Work at Alida
Jeffrey Lu Shao currently serves as the Senior Program Manager for Ps/Cs Strategy & Operations at Alida, a position he has held since 2022. In this role, he influences the Professional Services roadmap offerings, focusing on areas such as Customer Experience (CX) journey mapping, Voice of Customer (VoC), Voice of Employee (VoE), Customer Satisfaction Scores (CSAT), and Net Promoter Scores (NPS). Prior to this role, he worked as an Engagement Manager and Senior Project Manager at Alida, contributing to the development of foundational blueprints and CX implementation methodologies.
Background
Jeffrey Lu Shao has a diverse professional background, having worked in various roles within the customer success and retail sectors. He began his career as a Sales Associate at J.Crew from 2014 to 2016. Following this, he joined Vision Critical, where he held multiple positions including Customer Success Associate, Customer Success Manager of Enterprise Accounts, and Customer Success Manager in Vancouver. His experience spans across different regions, including Vancouver and Seattle.
Education and Expertise
Jeffrey Lu Shao studied at The University of British Columbia, where he earned a Bachelor of Commerce (B.Com.) with a focus on Entrepreneurship and Entrepreneurial Studies. He also completed the International Baccalaureate program at Taipei European School. His educational background supports his expertise in customer success and program management, particularly in enhancing operational processes and metrics.
Achievements
During his tenure at Alida, Jeffrey Lu Shao has developed key methodologies for Customer Experience (CX) implementation, which are utilized by Project Managers, Consultants, Researchers, and Technical teams. He evaluates Professional Services and Customer Success operational processes to improve efficiencies and reliability of business metrics. His collaborative work with executive stakeholders and business leaders aims to optimize core programs at Alida.