Jake Petersen has over 8 years of experience in the Customer Experience, Strategy, and Operations field. He previously served as the Senior Vice President of Operations at MoviePass, the fastest growing entertainment subscription service in history. Jake was present during the hyper-growth of the business where they grew from 20,000 to over 3-million monthly subscribers. During his time, he reinvigorated MoviePass's approach to customer service and implemented AI and chatbots which enabled the business to scale its ability to handle volume without an increase in departmental headcount. This saved over 45,000 hours of agent productivity time in the first 150 days equating to hundreds of thousands of dollars.
In addition, Jake has experience in running large customer service organizations and has previously built and managed support teams at Houzz, 1stdibs.com, and Apple. Jake brings experience on the provider side having worked in client services and operations in the business process outsourcing (BPO) space at TaskUs, where he managed campaigns for companies including Shopify, Tinder, and Oscar Health comprising of hundreds of call-center agents.
Since leaving MoviePass, Jake has worked with a number of technology companies and startups helping them reinvigorate their customer service technology and practices.
Additionally, he is currently co-founding a new startup in stealth mode which hopes to revolutionize the home buying experience in the United States.