Mark Levy

Frontier Communications

Vice President, Customer Experience

MaxxoMedia

Publisher of the DCX Newsletter and Podcast- DCX brings you the latest in analysis, commentary, original reporting, and curated links about digital customer experience news, tools, trends, and reports.

Publisher - DCX Newsletter and Podcast

Author/Publisher of 365 Days of Accountability, 365 Days of Accountability Journal, 365 Days Daily Challenge Tests, and the Accountability Team Handbook

Author/Publisher

DCX Accountability Coaching - 1:1 coaching for customer-obsessed business leaders

Executive Coach

DCX consultant - CX strategy, digital transformation, execution, go to market advisor, business development

CX Management Consultant

Comcast

Directed strategy, design, and delivery of omni-channel sales and consumer self-service experiences across web, mobile app, chatbot, IVR, messaging, and on-box, driving increased digital sales and self-service transactions, reduced agent interactions, and increased NPS. Led team of three direct reports and 20+ team experience managers. Directed cross-functional relationship management with technology, marketing, design, product, sales, call center and tech operations, business intelligence and analytics, legal, and finance in support of experience team productivity.

Vice President, Digital Experiences 

Led transformation of Xfinity consumer account management and support experience across web and mobile apps. Developed convergence plan across all Xfinity lines of business to streamline experience and reduce number of sites and applications that customers needed to navigate. Led team of two direct reports as well as team of 20+ experience managers.

Vice President, Consumer Experience

Established new department and disciplines for Xfinity Mobile enabling delivery of superior customer and agent experiences, reducing operational costs guided by data, analytics, and insights. Defined strategy, vision, goals, operating model, and organization structure. Directed day-to-day CX and operations across all customer journeys and rapid response to mission-critical business issues and elevations. Developed people, processes, and technology required to quantify top CX and operational issues across XM and build framework for CX data gathering, analysis, and reporting. Oversaw new feature experience testing for release readiness with subset of participants and agents prior to roll-out to full customer/agent base. Administered customer and agent journey experience testing and analysis. Led team of four direct reports and ten team members.

VP, CX Delivery and Operations

Led customer experience team for consumer digital support via web and mobile app and agent experience team focused on agent tools for retail and call centers. Defined customer experience across all consumer touch points. Managed team of five direct reports.

XFINITY Mobile combines America's largest and most reliable 4G LTE network with our existing WiFi network to give our customers a better experience, and make wireless data more affordable. Up to 5 lines can be included with XFINITY Internet service at no additional charge, and there are no monthly line access fees or charges for unlimited nationwide talk or text. Customers will only pay for their devices and cellular data.

Senior Director, Product Management and CX

Citizen, Inc.

Led strategy and product development engagements for telecom and automotive clients including 
•	Comcast - Led team of 60 strategists, designers and developers to define and deliver the MyAccount and Support experience on web and apps for Xfinity Mobile.
•	AT&T – Executive advisor on product and go to market strategies for Connected Home, IP Communications, Connected Car, messaging, content publishing and tablet applications.
•	CDK/ADP Dealer Services – Account lead on multiple digital strategy initiatives including connected car, technology platform architecture and global data ecosystem transformation.

Senior Strategy Consultant 

Founder of boutique digital business strategy consultancy. Working with multi-national technology, telecommunications, media, and entertainment companies as well as emerging digital media start-ups. Providing services such as customer experience and digital transformation, strategic business planning and development, rights acquisition, new business and new market development, product development and distribution, introductions to key executives, and investment/market due diligence.

Clients include: Citizen, AT&T, Nokia, OVI, Evergig, Jaguar Land Rover, Cricket Wireless, CDK Global (formerly ADP Dealer Services), Alcatel-Lucent, Audiosocket, Moderati, Urban Planet Mobile, Jacked, Jivox, Vivendi, GameWorks, Funmobility, Viralheat, Alerts.com, MangoSpring, Hughes Telematics, Motricity, Starfish Television Network, Varitalk, Smilebox, Openview Partners, The Algonquin Group

Viralheat

Viralheat was a simple and an affordable way for brands, agencies, marketers and content producers to monitor content and engagement on the Web and across social networks.

Users could identify key trends, sentiment, understand community engagement, influencers and perform competitive analysis, with an emphasis on anticipating future actions and results. Founded in January 2009 by Rajeev Kadam and Vishal Sankhla, Viralheat was built with fanatical focus on scalability and speedy data analysis at disruptively low costs.

In June of 2011, Viralheat raised $4.25 Million from Mayfield Fund - http://www.prweb.com/releases/2011/6/prweb8605307.htm

In March of 2015, Cision acquired Viralheat 
http://globenewswire.com/news-release/2015/03/23/717852/10125949/en/Cision-Acquires-Viralheat-to-Provide-the-Industry-s-Most-Comprehensive-Social-Suite.html

Advisory Board Member

The eForum

eForum (formerly The MIT Enterprise Forum) builds connections to technology entrepreneurs and to the communities in which they reside.

MITEF produces a series of educational programs about entrepreneurship through a network of 28 worldwide chapters. Anyone interested in or involved with technology entrepreneurship is welcome to participate and join together to form the Enterprise Forum community. MIT Enterprise Forum is a global voice of entrepreneurship. It collaborates with hundreds of corporate and education organizations that connect technology entrepreneurs with resources which makes the commercialization of technology faster and easier.

Vice Chair 2011-2012
Programs Chair 2009-2011
Programs Vice Chair 2008-2009
www.mitwa.org

Vice Chair

UrbanWorld Wireless

UrbanWorld Wireless is one of the world’s premiere providers of digital entertainment services. UWW develops, markets and provides digital content and services including music, wallpapers, games and data services, all available directly for mobile devices.  

Headquartered in Los Angeles, CA, UrbanWorld Wireless is the first digital company dedicated to serving the urban youth market. The company boasts more than 2 million ringtones sold and features a roster consisting of David Banner, 3-6 Mafia, among others.  

As a leader in mobile marketing solutions, the company has worked with clients such as Jay-Z, Snoop Dogg, Chingy, Ja Rule and the Beastie Boys.  UWW is at the forefront of integrating wireless technology and the hip-hop lifestyle.

www.urbanworldwireless.com

AllAccess.com

Columnist covering a broad range of topics within the digital media landscape for leading online daily source of news, new music, artist information, radio programming tips, show prep, and related music and radio links.

www.allaccess.com

Digital Media Columnist

Corbis

Established and led first dedicated global operation focused on mobile device opportunities for Corbis, the world’s preeminent visual solutions provider, formerly privately owned by Bill Gates (now part of Getty Images). Developed global business strategy and hired key management team personnel. Executed brand licenses, content development plans, and direct distribution agreements with major US carriers and international sub distributors and licensees.

Vice President/General Manager Mobile Devices

Open to new connections (please, no pitching in requests). Also, I'm not interested in virtual assistants, franchises, appointment-setting, coaching services for coaches, web design, or financial management services. Thanks!
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My mission is to inspire, educate, and coach people and teams to achieve their goals and create positive impacts for their customers.

As an executive, coach, and consultant with over 25 years of experience in digital and customer experience, I help customer-obsessed business leaders reach their full potential and deliver exceptional results. 

Currently, I am the Vice President of Customer Experience at Frontier Communications, where I lead the strategy and execution of CX initiatives across the organization. 

I also founded and publish the DCX Newsletter and Podcast, which is a weekly source of insights, trends, and best practices for CX professionals and enthusiasts. 

Additionally, I authored several books and resources on accountability, motivation, and personal growth, including the "365 Days of Accountability Journal" and the "Accountability Team Handbook".

A couple of weeks ago, an order came in for 30 copies of The Psychology of CX 101. I finally learned who it was for…and it's making my whole week.

It came from an industry leadership group I genuinely respect. They’re giving each person a copy because they want to inspire them to think differently about trust. About how customers feel. About how small decisions in moments create big outcomes later.

They invited me to spend time with them early next year to bring the principles to life together. That kind of commitment to learning as a team, especially at their level, is rare, and it means a lot to me as an author.

If you lead a CX team, product org, customer-facing group, or CX council and want to create this kind of energy in 2026…grab copies of the book (and the new Read-Along Workbook) for your team and reach out. I’d love to talk about how to support your group next.


#PsychOfCX101

Inspiring, educating, and coaching customer-obsessed pros to deliver unforgettable experiences | Author The Psychology of CX 101 | Follow for daily insights on CX, leadership, and authentic personal growth

20+ Year Executive Product Leader

Have developed strategy and executed build and delivery of mission critical B2B, B2C and B2B2C software (platforms, web sites, applications) for 20 years across the spectrum of verticals (ecommerce, advertising, search, content, etc.) and business models (SAAS, Services, D2C, Subscription, etc.).

Contact Me: justinmlaw@gmail.com

Seeking Chief Product Officer, Chief Technology Officer, Head of Product & Tech role

MarketCast

▪	Led the deployment of an AI-driven survey creation tool, reducing time-to-market by 40% and lowering operational costs by 25%, solidifying MarketCast's competitive edge.

▪	Spearheaded the development and launch of machine learning tools for ad discovery, ad clipping and question creation, reducing operational expense 20%.

▪	Enhanced AI-driven reporting capabilities, expanding audience coverage by 25% and improving representation in survey data, leading to more inclusive and accurate market insights.

Chief Product Officer

Meredith Corporation

▪	Strategic 1st Party Data Initiative:  Developed and executed a comprehensive 1st Party Data strategy, positioning Meredith to capitalize on consumer insights across 40+ brands. This strategy was instrumental in driving personalized consumer experiences, enhancing data-driven decision-making, and setting the foundation for significant revenue growth.

▪	Digital Platform Development: Architected and led the development of a unified digital platform, consolidating 40+ legacy systems into a single, scalable solution. This next-gen platform, serving 7 billion sessions annually, generated $750 million in revenue, with a 30% increase in consumer engagement and a 25% revenue growth across 40+ iconic brands, including People and Martha Stewart.

▪	Successfully navigated the complex acquisition and integration of Time, Inc., ensuring seamless transition and maintaining a 95% retention rate of key talent.

▪	Directed a global team of 250+ professionals with a $40 million budget, achieving a 15% reduction in operational costs while delivering consistent product innovation and growth.

▪	Progressed from VP Product Management to SVP Product & Technology, recognized for strategic vision and consistent delivery of transformative product solutions.

Senior Vice President - Product Management and Technology (CPTO equivalent)

Infospace

▪  Transformed SAAS distribution with a self-serve onboarding platform, slashing customer ramp-up time from two weeks to just one hour, significantly enhancing customer satisfaction and retention.

▪	Built and led a Machine Learning team, deploying an advanced decisioning system that scaled the SEM arbitrage business from $100K to $3 million in monthly profit within a year.

▪	Executed the migration of a high-volume search platform (130 million daily queries) to AWS cloud in just 4 months, improving performance and reducing infrastructure costs by 30%.

▪	Unified cross-functional teams, streamlining operations across Product Management, Engineering, and IT, resulting in a 20% increase in productivity and a 50% boost in annual revenue to $340 million.

▪	Advanced from VP Product Management to VP Product & Technology, recognized for driving significant revenue growth and operational efficiencies.

Vice President - Product and Technology

Amdocs Interactive

Amdocs is a Large (17,000+) Israeli company which provides market leading software infrastructure to major communications service providers (cable and wireless) worldwide.

Owned the strategy and development of Amdocs Interactive's Digital Commerce Solution (DCS). DCS was utilized by the largest Mobile Carriers in the world and processed over $1.5 Billion in digital commerce transactions (games, graphics, wallpapers, etc.) in 2010. 

▪	Responsible for the strategy, roadmap, and budget of this $70 million/year line of business within the Amdocs portfolio.
▪	DCS provided a robust commerce and merchandising platform to drive the sale of digital media across all screens while optimizing for each of the contemporary and emerging business models in the mobile space (e.g., on-portal, app store, off-portal, off-off portal/over the top, mobile payments)
▪	Led the unit to its first yearly profit.

Director, Product Management

Bright Hub, Inc.

Bright Hub was a venture-backed content destination site providing authoring interface and article optimization (SEO) tools for 350+ contract writers and editors in the science and technology fields.

▪	Launched complete site overhaul on new platform 3 months after hire date.
▪	Maximized value of existing assets with first-hand knowledge of analytics, search, advertising, and third-party tools; developed site that received 2 million page views and 1 million unique monthly visitors within six months of launch.
▪	Increased RPM to more than 300% in six months.

CTO and VP Product Management

Infospace owned web search engines Dogpile, MetaCrawler, and WebCrawler; it distributes search results to large media companies. The mobile division built mobile applications, portals, and storefronts for major domestic and international carriers, including AT&T, Verizon, Sprint, and T-Mobile.

▪	Defined "mobile search" and developed and launched the first such product available in the United States. 
▪	Deployed mobile search products on T-Mobile, Cingular / AT&T, Verizon, Sprint, Virgin Mobile, and Vodafone France.
▪	Federated search model utilized algorithms to deliver the best results set from multiple indexes.
▪	Utilized analytics to continuously drive improvements to the search result set and user experience.
▪	Managed $7.5 million budget; led 50-person team with members located on-site and offshore
▪	Promoted from Director, Product Management → Senior Director, Product & Technology

Senior Director, Product Management and Technology

AOL was a leading internet service provider and web portal in the 1990-2000s, offering email, chat rooms, and internet access, connecting millions of users to the emerging World Wide Web.

Member of the task force charged with re-imagining AOL’s advertising sales and systems to standardize processes and optimize revenue. After receiving executive buy-in and budget, led the team that built and launched the new ad management platform

▪	The platform utilized a combination of AOL’s unique access to subscriber information, its understanding of its content, and A/B testing, to algorithmically deliver the most relevant ads to the right person at the right time to optimize revenue (programmatic precursor). 
▪	Increased revenue by 20% with all new advertising system implementations. 
▪	Reduced time to production of new ads from weeks to hours.
▪	Named inventor on two patents for technology developed during tenure.

Principal Product Manager

oneMade - acquired by AOL

oneMade was an early e-commerce SAAS platform which enabled sellers to list products on oneMade or any of the other web storefronts popular in the day (Yahoo Stores, AOL Classifieds, Microsoft Shops, eBay, etc.) simultaneously. Platform managed pre-sales, retailing, and post-sales activities for sellers.

▪	Owned product requirements and solution architecture responsibilities. Upon initial AOL license agreement, led design and build out of a new platform on the then new .Net platform.
▪	Site became AOL Classifieds. Consumer side displayed millions of listings with simple and fast browse interface providing quick access to location filtered listings. Merchant side provided fully featured Inventory Management System.
▪	Developed full featured, third-party accessible API certified by Microsoft, leading to company's selection as a Microsoft Gold Certified Partner.
▪	Company was chosen as one of eBay’s six original Preferred Solution Providers

Other Experiences

▪   Software Development Engineer, IA Systems, Inc.
▪   Microsoft Certified Trainer, CyTech Computer Training
▪   Software Development Consultant, Keane, Inc.
▪   Design Engineer, Fine Paper, Albany International

Various

Seasoned Chief Product Officer (CPO) | Chief Technology Officer (CTO) | Head of Product & Technology

With over 20 years of experience driving product strategies and harnessing data-driven methodologies, I specialize in creating industry-defining, profit-generating, and highly scalable platforms across e-commerce, search, advertising, and content/publishing. My expertise ranges from zero-to-one startups to leading large-scale enterprises, where I have consistently delivered transformational results.

I bring a wealth of experience across diverse business models including B2C, B2B, and B2B2C. Whether leading a small, agile team or steering strategy as a senior executive, I am equally comfortable rolling up my sleeves or providing visionary leadership to drive success. My approach emphasizes operational excellence, transparency, strategic clarity, and delivering well-communicated, impactful outcomes.

Key Achievements:

⌲  AI-Driven Product Innovation: Pioneered AI-powered tools at MarketCast, accelerating time-to-market by 40% and cutting operational costs by 45%.

⌲  Digital Platform Transformation: Engineered a unified digital platform at Meredith, consolidating 40+ legacy systems and driving a 25% increase in revenue to $750 million annually.

⌲  Revenue Growth through Machine Learning: Developed and deployed a machine learning decisioning system at Infospace, scaling SEM arbitrage business from $100K to $3 million in monthly profit.

⌲  Global Team Leadership: Led a 250+ member global team with a $40 million budget at Meredith, achieving a 15% reduction in operational costs and a 20% productivity boost.

⌲  Strategic Acquisition Management: Seamlessly integrated Time, Inc. into Meredith, retaining 95% of key talent during the acquisition.

⌲  Cloud Migration Success: Led Infospace’s high-volume search platform migration to AWS in 4 months, cutting infrastructure costs by 30% and enhancing system performance.

Core Competencies:

• Product Vision & Execution
• Digital Transformation Leadership
• Data-Driven Decision Making
• Innovation & Technology Management
• Global Product Scaling & Cross-Functional Leadership
• Machine Learning & AI Implementation
• Cloud Computing (AWS, SaaS)
• Agile Product Development & Lifecycle Management
• Customer-Centric Product Design & Go-to-Market Strategy

Let’s Connect:

I’m open to roles that leverage my deep expertise in product and technology leadership. Reach me at justinmlaw@gmail.com.

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