Ronald Benjamin
Global Contact Center Operations & CX Executive · Evolve
Atlanta, GA
In My Own Words
Evolve empowers guest and employee satisfaction under my leadership as Senior Director of Owner & Guest Support. With over 25 years of expertise in customer experience (CX), change management, and CRM, I have consistently driven impactful initiatives that enhance loyalty and engagement. My role involves leveraging tools like Six Sigma methodologies to refine processes and streamline operations, fostering a culture of continuous improvement. My role leads a seamless collaboration with sales, service, and support teams to maximize customer value, net revenue retention, and mitigate churn risk. Additionally, this role will champion customer feedback programs to drive continuous improvement in products, services, and customer experiences.
Work Experience
Head of Owner & Guest Support
Evolve2024 – Present
Evolve is a high-growth vacation rental platform transforming the short-term rental industry by supporting 35,000+ property owners and millions of guests across North America with exceptional hospitality, operational ease, and tech-forward solutions.
Customer Experience Strategy & Leadership: Designed and executed a next-generation Customer Experience (CX) strategy to enhance satisfaction, reduce churn, and increase lifetime value across the owner and guest lifecycle. Positioned GX as a strategic driver of growth by embedding customer-centric thinking into the fabric of product development, operations, and service delivery. AI-Powered CX Innovation & Digital Enablement: Led the deployment of AI-enabled support solutions, including conversational bots, predictive analytics, and self-service capabilities. Reduced resolution times, improved personalization, and created a scalable digital-first ecosystem by proactively resolving friction points and enabling real-time customer engagement. Reputation Management & Brand Advocacy: Designed and led comprehensive reputation management initiatives—integrating social listening, real-time feedback, and rapid response protocols. Ensured brand perception and service delivery were aligned by embedding Voice of Customer (VoC) insights into proactive outreach, escalation handling, and process improvement strategies. Cross-Functional CX Leadership and Team Enablement: Spearheaded a high-performing CX organization comprising Owner and Guest Support, IT Help Desk, and Employee Service Centers, championing cross-functional alignment with Product, Marketing, Sales, and Operations to deliver seamless, connected experiences that foster trust, loyalty, and advocacy. Shift from Reactive to Proactive Customer Success: Transitioned the organization from a ticket-driven support model into a proactive, growth-focused Customer Success engine. Designed and implemented health scoring frameworks, predictive outreach programs, and success planning strategies that aligned service delivery with customer outcomes. This transformation not only drove a 22% lift in expansion revenue and a 15% reduction in churn but also repositioned Customer Success as a strategic partner to Product, Sales, and Marketing, fueling deeper client relationships and long-term retention. Onboarding Acceleration & CAC Optimization: Architected a scalable onboarding framework built to support rapid growth and evolving client needs, integrating automation, segmentation, and cross-functional orchestration to streamline implementation and accelerate time-to-value. Reduced onboarding time by 46%, shortened CAC payback cycles, and increased 90-day retention rates by ensuring pharmacy and hospitality partners achieved first value quickly and consistently. Enhanced operational visibility through KPI tracking and data-driven workflows, enabling continuous improvement and future scalability across new verticals.
Sr Director, Guest and Employee Experience (CX, EX, IT HD and Social Listening)
Chipotle Mexican Grill2021 – 2024
Chipotle is a $12 billion purpose-driven brand with over 115,000 employees and more than 3,400 locations worldwide. Tasked with transforming the global guest and employee service experience through digital innovation, reputation management, and operational excellence.
Customer Experience Strategy & Leadership: Created and led Chipotle's first enterprise-wide Contact Center and Experience strategy, unifying Guest Experience, Employee Experience, Social Media Care, and IT Help Desk into a global operating model aligned with brand values and long-term business objectives. Reported to the Chief Corporate Affairs Officer as the strategic leader of global service transformation and customer-centric innovation. AI-Driven Innovation & Digital Service Transformation: Pioneered the integration of AI solutions — including sentiment engines, predictive analytics, intelligent routing, and conversational AI — to automate support, personalize experiences, and drastically reduce handle times. Empowered front-line teams with actionable insights and equipped the enterprise with scalable, next-gen technology to meet rising customer expectations and demand surges without proportional headcount growth. Reputation Management & Loyalty Retention: Led a holistic reputation management strategy that combined social sentiment analysis, real-time feedback loops, and rapid-response escalation protocols to protect brand equity and resolve negative experiences quickly. Implemented churn-prevention programs that proactively identified at-risk customers and executed targeted loyalty-building interventions, strengthening long-term engagement and advocacy. CX Operations Leadership & Cross-Functional Alignment: Directed large, globally distributed teams across multiple service lines and locations, overseeing budgets, performance metrics, and digital engagement strategies. Delivered an 18% YoY reduction in call volume and $5.5 million in cost savings while driving measurable gains in CSAT and FCR. Fostered deep alignment across Marketing, Product, Operations, and Digital teams to execute a unified customer experience vision at scale. Customer Success & Onboarding Optimization: Built foundational onboarding and success playbooks to ensure rapid adoption of new digital service platforms and consistent delivery of Chipotle's brand promise. Introduced data-driven workflows and success metrics to accelerate time-to-value, streamline support processes, and enhance customer outcomes. These efforts not only improved operational agility during a period of rapid growth but also laid the groundwork for scalable onboarding practices and proactive success engagement across the organization.
General Manager - Continous Improvement & Change Management
Delta Air Lines2019 – 2021
Delta Air Lines is a $58 billion global enterprise with 100,000 employees dedicated to delivering a world-class customer experience. Promoted to co-lead Delta's largest multi-channel engagement center, overseeing 30+ leaders and 1,500+ agents across voice, chat, text, and email, supporting Sales & Reservations, Group Sales, Customer Service, and Back Office Operations.
CX Transformation & Multi-Channel Leadership: Aligned service delivery with strategic priorities and business objectives, elevating both customer satisfaction and operational performance. AI & Automation-Driven Workflow Optimization: Designed and deployed AI-powered routing strategies, intelligent automation, and predictive workload models to streamline workflows, reduce handling times, and improve resolution accuracy. Achieved a 12% reduction in AHT and an 18% improvement in FCR, generating over $1.1 million in cost savings within nine months. Proactive Success Enablement & Churn Reduction: Transitioned the organization from a reactive support model to a proactive success approach, embedding real-time insights from Voice of Customer (VoC) and predictive analytics into escalation and retention strategies. Enhanced early customer engagement and reduced service-related churn, while improving responsiveness and loyalty metrics. Cross-Functional Orchestration & Change Execution: Reported to the SVP and led a cross-functional team of Lean Six Sigma experts to identify systemic friction points and implement enterprise-wide process improvements. This alignment between operational performance and brand promise elevated CSAT scores and strengthened Delta's position as a customer experience leader in aviation. General Manager, Continuous Improvement Led Delta's enterprise-wide continuous improvement and process innovation strategy, targeting operational effectiveness, service quality, and employee engagement across multiple business units. CX Process Innovation & Operational Agility: Directed Lean Six Sigma transformation initiatives to modernize workflows and optimize key customer-facing processes. Built frameworks that enhanced agility, improved service quality, and created the foundation for scalable growth across the enterprise. Data-Driven Strategy & KPI Framework Development: Synthesized VoC insights, CSAT trends, operational KPIs, and frontline feedback to diagnose root causes of friction and inform high-impact initiatives. This data-driven approach enhanced decision-making, accelerated time-to-value for new initiatives, and created visibility into customer journey performance. Retention & Growth Enablement through Strategic CX Alignment: Enabled revenue growth and long-term retention by aligning operational strategy with real-time customer needs and emerging market dynamics. Partnered with divisional stakeholders to ensure every process change delivered measurable customer value and business performance improvements.
Director of Western Region Contact Center Operations & Site Leader
Ameriprise Auto & Home Insurance2016 – 2019