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.
Check out the incredible speaker line-up to see who will be joining Jake.
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