Jeff Shah
About Jeff Shah
Jeff Shah serves as the General Manager of Home Delivery at The New York Times, where he oversees customer care operations and home delivery strategies. He has held various leadership roles in organizations such as Etsy and GKN Aerospace, and he holds an MBA from the University of California, Berkeley.
Current Role at The New York Times
Jeff Shah serves as the General Manager of Home Delivery at The New York Times since 2023. In this role, he is responsible for supporting the digital subscription business through effective home delivery strategies. He works across multiple teams to ensure the profitability of the home delivery segment in a changing print environment. Additionally, he emphasizes the development of team members and the craft of customer service within the Customer Care Operations team.
Previous Experience at The New York Times
Before his current position, Jeff Shah worked at The New York Times as the Executive Director of Customer Care from 2018 to 2020. In this role, he contributed to enhancing customer service operations and supported the organization's customer care initiatives. His experience at The New York Times laid the groundwork for his current responsibilities in home delivery.
Experience at Etsy
Jeff Shah held multiple roles at Etsy, including Vice President of Member Operations from 2016 to 2018 and Director of Support Operations from 2014 to 2015. He also served as Senior Director of Operations for Members & Community from 2015 to 2016. His tenure at Etsy focused on improving member experiences and operational efficiencies within the organization.
Educational Background
Jeff Shah earned an MBA from the Haas School of Business at the University of California, Berkeley, where he studied from 2007 to 2009. He also holds a Bachelor of Science degree in Management and Spanish from Penn State University, which he completed from 1998 to 2002. Additionally, he studied Culinary Arts at the Institute of Culinary Education, obtaining a diploma from 2010 to 2011.
Skills and Leadership Focus
In his professional roles, Jeff Shah has demonstrated a strong focus on fostering psychologically-safe and high-performing teams. He emphasizes the importance of team development and effective customer service practices, which are integral to his leadership approach in managing operations across various teams.