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".

She was still smiling in meetings.
Still hitting every deadline.

But something was… different.

A few years ago, I probably would’ve brushed it off.
Now, I know better.

One of my best team members had gone quieter than usual.
Not disengaged. Not slacking.
Just… not herself.

And I’ve learned that those tiny shifts, they’re usually the first signs something’s going on.
If you wait too long, you miss the window to help.

So here’s what I do when I notice it:

𝗡𝗼𝘁𝗶𝗰𝗲 𝘁𝗵𝗲 𝗰𝗵𝗮𝗻𝗴𝗲𝘀 in tone, pace, participation, even the energy in their voice.

𝗔𝘀𝗸 𝘁𝘄𝗶𝗰𝗲. The first “How are you?” gets the polite answer. The second, “No really, how are you?” gets the truth.

𝗟𝗶𝘀𝘁𝗲𝗻 𝘄𝗶𝘁𝗵𝗼𝘂𝘁 𝗷𝘂𝗺𝗽𝗶𝗻𝗴 𝗶𝗻 𝘁𝗼 𝗳𝗶𝘅. Sometimes, being heard is the help.

Because leaders don’t just manage tasks.
We look after the people who make the work happen.

When was the last time you checked in with someone on your team… really checked in?

#realtalk #leadership

Empowering customer-obsessed leaders to improve decisions, strengthen teams, and deliver experiences people remember | Author of The Psychology of CX 101 | Follow for insights on CX, leadership, and personal growth

Academy Sports + Outdoors

50+ DIRECT REPORTS | LEADERSHIP | COMMUNICATION | DIGITAL TRANSFORMATIONS | IT STRATEGY | BUDGETING | PLANNING | E-COMMERCE | RETAIL | SOFTWARE DEVELOPMENT | MANAGEMENT
	
	• Oversee All aspects of e-commerce - Top of the funnel (TOF) pods (Search, PIM, Website TOF, Content & SEO) and meet core web vitals
	• Direct, Manage, and lead a 50+ Person Onshore and Offshore Team Partnership.
	• Manage all Contracts and Vendor Relationships.
	• Manage a $5M Digital Transformation Program/Budget across Top of the Funnel Customer Experience, Architecture, and Technology Domains.
	• Spearheading the Technical & Product Roadmap for continuous integration and development.

Engineering/Technology Leadership

Ahold Delhaize USA

12 DIRECT REPORTS | DIGITAL TRANSFORMATIONS | STRATEGIC PLANNING & FORECASTING | TEAM LEADERSHIP | COMPLEX PROJECT MANAGEMENT | FRONT END TECHNOLOGY | DATA DRIVEN | AGILE

I am all about Ppl, Processes, Products, and Technology. I love to encourage team members to foster a positive culture on four factors: Availability, Accountability, Over Communicate and Delivering the complete package.

	• Responsible for leading multiple engineering teams across the PDL organization - Transact and Service (T&S) and Health & Wellness(H&W) Pillar both through open collaboration, planning, and design of forward-thinking software and web applications.
	• Mentoring and coaching a group of 12 developers on the concept of MASE (Mindset, Attitude, Skills, Efforts) and professionals across multiple technology domains in reaching company objectives in a timely manner.
	• Spearheading breakdown of monolith architecture into Micro front ends using Single SPA framework/Nuxt.js and envisioning faster code releases and deployments.
	• Spearheading the automation testing framework: Cypress/Selenium web driver for continuous integration and development.
	• Ability to provide technical oversight and drive impactful change at every level of the stack resulting in the timely execution of deliverables.
	• Partnering with Product/Platform/Quality/Performance Engineering, and DevOps to ensure clarity on commitment and alignment on priorities, at times providing direction through strategic meetings fostering collaboration and an open environment encouraging innovation.
	• Developing and implementing robust processes for the improvement of team efficiency and fostering a performance-focused mindset.
	• Responsible for hiring new team members and conducting training & performance reviews.
	• Organizing team activities to boost team morale, ingest collaboration, encourage fun, and build strong relationships among team members including leadership, Product, Devs, QEs, Backend/etc.

Manager II, Front End Development

6 DIRECT REPORTS | 2 OFFSHORE REPORTS | MILLION DOLLAR BUDGET | CAPITAL EXPENDITURE PROJECT MANAGEMENT | AGILE 

Lead the planning and design of forward-thinking software and web applications, guiding the identification of the critical product and technical requirements.  Initiate the implementation of new software products and applications, coordinating software updates and releases.  Monitor and evaluate competitive applications and products.

Key Achievements:
✓ Saved $250M and improved the customer experience by building reliable operational software systems to broadcast Xfinity WIFI across the United States, providing guidance on technical requirements.
✓ Seamless migration of S/W applications from Open stack to Google Cloud, decreased costs by $65k by spearheading the transition from Oracle DB to Postgress, facilitating favorable Service Level Agreements, and reducing monthly issues.
✓ Facilitated the transition from Waterfall Methodology to Agile Process, implementing daily automation testing to decrease employee time on manual testing and enable faster deployment.
✓ Streamlined shuttle pipelines and achieved project deliverables by migrating 68 shuttle pipelines to the concourse, resulting in faster deployment and rollbacks.
✓ Spearheaded the creation of an offshore team to provide support to customers, overseeing the long-range planning and budgeting to ensure profitability.

Head of Software Development, Engineering & Project Management - Xfinity WIFI, USA

3 DIRECT REPORTS | GREW KEY PERFORMANCE INDICATORS | MULTIPLE PROJECT MANAGEMENT | USER INTERFACE INTEGRATION

Drove the start-up of Xfinity Mobile, supporting the launch while developing all processes, definitions, and standards.  Facilitated architecture meetings to align teams’ tasks with the scope and use cases.  Focused on requirement analysis, release management, and code security analysis.  

Key Achievements:
✓ Reduced customer wait times by 89% and decreased technical costs by replacing a complex and expensive CRM tool with a simple, cost-effective user interface.
✓ Managed a team of three with improved KPI’s, breaking down high-level objectives to build use cases and provide daily tasks for individual contributors.
✓ Improved junior staff’s ability to learn new skills by developing a program to pair junior and senior developers, training juniors on applications, troubleshooting root causes, and problem resolution.
✓ Nominated as best employee of the year in 2018, recognized by management for troubleshooting issues while simplifying call center tickets.

Head of Software Project Development & Engineering, Technology Leader -  Xfinity Mobile, USA

Tata Consultancy Services

3 DIRECT REPORTS | AGILE & SOFTWARE DEVELOPMENT LIFE CYCLE ENVIRONMENT | FULL PROJECT LIFE CYCLE MANAGEMENT 

Oversaw web design for desktop and mobile devices, achieving excellent customer feedback.  Performed browser testing and platform compatibility.  Developed and updated web pages quickly and efficiently.  Strategically steered front-end and user interface development for hybrid and HTML5 applications.

Key Achievements:
✓ Led a web design project to build an application to simplify customers’ ability to find and pay for home and auto insurance, exposing useful functionalities to web users.
✓ Improved the time to resolve tickets by building a customized CSS working across multiple devices and connecting both onshore and offshore teams.
✓ Achieved recognition and certification as a User Interface Developer, acting as the subject matter expert for all staff members while demonstrating proficiency with troubleshooting and debugging.

Front End & UI developer, Project Manager, IT lead - Tata Consultancy Services, USA

MANAGED ONE PROJECT | FRONT-END DEVELOPMENT | CORRECTIVE ACTION & QUALITY ASSURANCE | CLIENT RELATIONSHIPS

Collaborated with clients to gather requirements, prioritizing various functional and technical tasks based on client needs.  Created component specifications, drove detailed estimation, and performed coding and unit testing.  Provided production issuance and post-production support.

Key Achievements:
✓ Recognized for building a responsive application for a large client, Home Depot, to improve the customer experience, resulting in a contract extension and an American promotion.
✓ Developed an internal application and shared library with 15 features to be used across Tata employees to improve accessibility and project requirements while decreasing the need for external contractors.

System Engineer & Front-End Project Manager - Tata Consultancy Services, India

SCALED WEBSITE SYSTEMS | SCRIPTING & PROGRAMMING LANGUAGES | MAXIMIZED SYSTEM PERFORMANCE | C++, UNIX & SQL

Built user interfaces for internal tools.  Developed, modified, tested, and maintained robust and scalable website systems.  Utilized mark-up and scripting and programming languages to integrate internet, database technology, and technology trends.

Key Achievements:
✓ Maximized system performance while designing, developing, and implementing efficiency-focused software components, analyzing user needs to implement most effective website content, graphics, and performance.

Assistant System Engineer, Technical Support - Tata Consultancy Services, India

When I discovered engineering as a career path, I realized I had found my true passion.

I began my career in India with Tata Consultancy Services, where one of our leading clients quickly recognized my skills and invited me to relocate to the USA. This opportunity opened the door for me to expand my work on a greater scale. Over time, I progressed through various promotions and was later asked to join Comcast. At Comcast, I played a pivotal role in streamlining the front-end team and building innovative products that reached millions of customers across the United States. I dedicated myself not only to advancing my technical expertise but also to strengthening my leadership abilities, always with a strong focus on helping my teams grow and perform at their best.

After Comcast, out of nowhere, I was presented with an incredible opportunity to join Peapod Digital Labs (now Ahold Delhaize). Here, I led digital product development for critical e-commerce journeys including search, browse, PLP/PDP, cart, and checkout across several household brands such as Stop & Shop, Food Lion, Giant Food, Martin’s, and Hannaford. My work was centered around delivering seamless omni-channel experiences, optimizing customer journeys, and driving measurable impact at scale.

Most recently, I was selected as a Digital Development Manager at Academy Sports + Outdoors, where I lead top-of-the-funnel pods for academy.com. In this role, I focus on building customer acquisition strategies, improving digital engagement, and driving innovation to strengthen Academy’s presence in a competitive retail market.

Career Highlights

✓ Saved $250M and improved customer experience by building a reliable operational software system.
✓ Reduced customer wait times by 89% and decreased technical costs by replacing a complex CRM with a simple, cost-effective user interface.
✓ Cut costs by $65K annually by spearheading the transition from Oracle DB to PostgreSQL, reducing recurring technical issues.
✓ Championed omni-channel e-commerce transformation at Ahold Delhaize, driving higher conversions and enhancing brand loyalty.
✓ Led customer initiatives at Academy Sports + Outdoors, boosting top-of-funnel engagement and creating scalable growth models.

Core Competencies
Complex Project Management | Strategic Planning & Forecasting | Project Team Leadership | Business & Data Analysis | Digital Transformations | Quality Assurance | Risk Mitigation | Stakeholder Development | Global Initiatives

Technical Skills
AngularJS | Bootstrap | TypeScript | Responsive Web Design | Go Programming | PostgreSQL

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Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Mark Levy's LinkedIn Performance

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