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Baudel Reyes
Senior Manager, Customer Experience
What I do at Brivo
The Senior Manager, Customer Experience is a high-visibility leadership role reporting directly to the Chief Operating Officer. Responsible for bridging field operational realities with internal strategy, this position oversees customer and reseller satisfaction across the entire account lifecycle, product feedback loop, and critical issue management.
In addition to driving the "Voice of the Customer/Reseller" in product development, escalation handling, and crisis communications, this role directly leads the Brivo Account Services Team, managing backend service delivery, partner/customer account configurations, and lifecycle operations to ensure a seamless experience across all touchpoints.
Expanded Core Responsibilities
1. Account Services & Operations Management
- Lead and direct the Brivo Account Services Team, maintaining oversight of partner and customer account lifecycles.
- Direct critical administrative account configurations, platform portal permissions, account transfers, acquisitions, status changes, and high-level reseller modifications.
- Ensure accurate, reliable, and friction-free backend service delivery for channel partners and direct clients.
2. Product Experience & Voice of the Customer/Reseller
- Synthesize continuous feedback from direct customers and reseller partners to advocate for field priorities within the product development process.
- Establish and enforce the "it just works" standard across product usability, installation workflows, and system reliability in real-world environments.
- Partner with Product Management and Engineering teams to translate field pain points into actionable product enhancements and features.
3. Customer Escalation Management
- Design, implement, and monitor systematic processes for receiving, tracking, and resolving day-to-day customer and partner friction points.
- Drive cross-departmental accountability and complete follow-through on open issues to ensure swift, lasting resolution.
4. High-Priority Escalation Leadership
- Serve as the primary, executive-level point of contact for high-impact, complex, or sensitive escalations involving key customers and resellers.
- Mobilize cross-functional technical, operational, and executive resources to rapidly de-escalate critical issues and restore partner confidence.
5. Crisis Communication Planning & Execution
- Develop and maintain a comprehensive crisis communication framework and operational response plan tailored to potential high-severity product or service disruptions.
- Act as the lead communicator to deliver calm, timely, and transparent updates across all multi-channel touchpoints during operational crises.