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ABOUT
Hi, I’m Kristine Miley—an experienced strategic operations leader, passionate problem solver, and purpose-driven professional with a strong focus on customer experience (CX), product innovation, and operational efficiency.
With over a decade of experience across customer experience, product development, community engagement, and cross-functional program management, I specialize in building scalable systems that drive digital transformation, streamline operations, and support sustainable growth. From leading the rollout of complex tech platforms like Discord and Delphi AI to optimizing the customer lifecycle with data-driven insights and real-time feedback, I bring clarity, collaboration, and a results-oriented approach to every challenge.
I’ve built tools and processes that automate workflows, save hundreds of hours, and drive efficiency across teams, all while maintaining a people-first culture. My strengths are in improving operational performance, fostering cross-functional alignment, and developing teams that thrive in fast-paced environments.
Beyond the numbers, I’m deeply committed to giving back. I serve as Co-Chair of the Mayo Clinic’s Patient Advisory Council, where I help lead continuous improvement projects to enhance the patient experience. I’m also a proud member of the Junior League of Phoenix, where I support women’s development through training initiatives and community engagement.
Whether I’m optimizing CX strategies, driving product innovation, or cultivating a more connected, compassionate community, I lead with intention, integrity, and a focus on making a lasting impact.
SKILLS & EXPERTISE
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Driving cross-functional collaboration across CX, Product, Marketing, and Operations to deliver seamless, impactful results
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Building scalable, automated systems that enable rapid growth, operational efficiency, and continuous improvement
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Leading with empathy to develop high-performing, engaged teams focused on achieving strategic goals
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Streamlining workflows through automation, data-driven insights, and real-time feedback loops to enhance decision-making
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Managing global partnerships and mitigating production risks to ensure supply chain resilience and continuity
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Elevating customer experience through innovative tools, dynamic service design, and proactive engagement strategies
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Executing innovation programs that foster creativity, drive efficiency, and reduce operational overhead
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Aligning strategy and execution to deliver measurable impact and enhance long-term business success
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Coaching, mentoring, and empowering team members at all levels to foster professional growth and high performance
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Advocating for community and patient-centered progress through leadership roles in volunteer and improvement initiatives
WORK EXPERIENCE
Director of CX and Product
New Reach Education – Phoenix, AZ | May 2025 – Present
Oversee customer experience (CX), product innovation, and community operations for a high-growth EdTech company focused on financial literacy and digital transformation. Lead the strategy and execution for the rollout of Discord and Delphi AI, enhancing digital engagement, enabling self-service support, and scaling community interaction. Optimize the customer lifecycle using data and feedback loops, and implement scalable workflows to improve operational efficiency and reduce resolution times. Collaborate with cross-functional teams to align product development with business objectives, while managing the broader Community team and serving as the Product Development Owner for Discord, setting engagement goals, defining growth metrics, and ensuring cross-team accountability.
Director of Operations
Nominal – Phoenix, AZ | Jun 2024 – April 2025
Leading operational strategy and execution across Customer Experience, Supply Chain, Marketing, and Product for an 8-figure revenue business. Designed innovation pipelines, automated internal tools, and established a professional development culture that empowered team growth and operational efficiency. Optimized vendor partnerships across China and Turkey, implemented risk mitigation protocols, and drove cost-saving initiatives through strategic adjustments to 3PL operations. Spearheading the launch of a new member program focused on creative finance, overseeing its strategy, curriculum development, and execution.
Program Manager
Serta Simmons Bedding – Phoenix, AZ | Jun 2022 – Jun 2024
Directed cross-functional initiatives to launch new sales programs, enhance fulfillment strategies, and scale inventory operations. Expanded Amazon product catalog from 6 to 48 SKUs, and implemented automation systems that saved over $500K in penalties while improving inventory turnover. Redesigned Black Friday fulfillment strategy, achieving 100% SLA adherence. Mentored team members across various departments and championed the Women of SSB initiative, fostering leadership development and career progression for women within the company.
Supply Chain & Vendor Operations Manager
Tuft & Needle – Phoenix, AZ | May 2021 – Jun 2022
Managed global supply chain operations, including vendor relationships and retail logistics. Enhanced manufacturer fulfillment capacity, reduced shipment errors, and scaled operations to support rapid product line growth. Collaborated with Merchandising and Product teams to ensure seamless product launches, maintaining alignment between inventory planning and demand forecasting.
Supply Chain Analyst
Tuft & Needle – Phoenix, AZ | Nov 2018 – May 2021
Utilized Looker and Metabase to analyze supply chain data, identify bottlenecks, and optimize inventory planning. Developed ERP onboarding guides and improved internal workflows, supporting operational consistency and better data-driven decision-making across the supply chain.
Customer Experience Specialist
Tuft & Needle – Phoenix, AZ | Mar 2016 – Nov 2018
Provided exceptional customer support, gathering insights that influenced the broader CX strategy and operational improvements. Worked cross-functionally to enhance the customer experience, contributing to long-term program success and deeper customer engagement.
Account Manager
Yelp – Scottsdale, AZ | Aug 2015 – Mar 2016
Built and managed relationships with local businesses, focusing on customer acquisition and campaign performance. Played a key role in driving successful advertising campaigns and fostering client loyalty.
Lead Admissions Representative
Everest University – Phoenix, AZ | Apr 2013 – Aug 2015
Guided prospective students through the admissions process, focusing on transparency, empathy, and long-term student success. Developed strong relationships with students, ensuring their needs were met throughout the enrollment journey.
Sales Executive
PayPal – Chandler, AZ | Sep 2011 – Mar 2013
Managed B2B sales pipelines and developed strong customer relationships, successfully closing high-value deals and contributing to overall revenue growth.
EDUCATION
Bachelor of Science – Public Administration
Minor in Business Administration
Northern Arizona University – Flagstaff, AZ
Graduated: December 2017
Graduated with a strong foundation in organizational leadership, public sector strategy, and business operations. Coursework emphasized strategic planning, ethical leadership, and data-driven decision-making—laying the groundwork for a career focused on scalable impact and cross-functional collaboration.
KEY ACHIEVEMENTS
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Launched a new member program focused on creative finance, driving engagement and supporting community growth through innovative curriculum development and strategy.
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Led the strategy and execution for the rollout of Discord and Delphi AI, enhancing digital engagement and enabling self-service support across a growing user base.
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Designed and implemented automation tools that saved 10+ hours per week, improving workflow efficiency and enhancing operational visibility across multiple departments.
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Built and optimized scalable operational systems that supported business growth, driving improvements in CX, product development, and community engagement.
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Managed vendor partnerships across China and Turkey, implemented risk mitigation protocols, and drove cost-saving initiatives in supply chain management.
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Spearheaded a product innovation pipeline, generating over 100 ideas from the community, reducing creative overhead and improving brand engagement.
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Championed the optimization of the one-on-one coaching program, enhancing program efficiency and participant satisfaction.
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Mentored cross-functional teams and led professional development initiatives, ensuring that team members had the tools and support to succeed.
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Actively engaged in community impact, serving as Co-Chair of the Mayo Clinic’s Patient Advisory Council and supporting initiatives with the Junior League of Phoenix.