Casey B.
About Casey B.
Casey B. serves as the Director of Care Operations, Growth at The New York Times, a position held since 2020. With a long tenure at the company, Casey has held various roles that focus on customer success and operational efficiency.
Work at The New York Times
Casey B. has held multiple roles at The New York Times since 2002, demonstrating a progressive career in customer care and operations. Currently, Casey serves as the Director of Care Operations, Growth, a position held since 2020. Prior to this, Casey worked as Senior Manager in various capacities, including B2B Account Management & Retention and Digital Care & Churn Mitigation. Casey's experience also includes roles as Operations Manager and Director of B2B Digital Solutions, showcasing a comprehensive understanding of both customer service and operational strategies within the organization.
Education and Expertise
Casey B. studied at Bergen County Community College. This educational background has contributed to Casey's expertise in customer care operations and management, particularly in digital platforms. The combination of formal education and extensive professional experience has equipped Casey with the skills necessary to implement effective customer engagement and retention strategies.
Background
Casey B. began working at The New York Times as a Customer Care Representative in 2002. Over the years, Casey progressed through various roles, including Escalation Specialist and Supervisor of Special Services & Billing. This extensive background in customer service laid the foundation for later managerial roles, where Casey focused on improving team performance and customer satisfaction.
Achievements
Throughout the tenure at The New York Times, Casey B. has implemented several initiatives aimed at enhancing customer engagement and operational efficiency. Notable achievements include the introduction of onboarding and leadership training programs to reduce attrition in high-stress environments and the deployment of loyalty and retention programs featuring personalized messaging. Additionally, Casey revitalized an underperforming customer success team by addressing call backlogs and aligning team incentives with key performance indicators.