Hello, I'm Darnell Witt.
Customer Experience + Support Operations consultant with more than 10 years of experience building support and community teams in the tech industry.
Some of the companies I've worked for:
Customer Experience Leadership
Building teams that deliver high customer satisfaction and crucial community insights.
Designing business processes that balance quality and efficiency. Guiding teams through periods of growth and complex transitions.
Documentation & Policy
Cross-functional development of help articles and internal documents (e.g., training materials, escalation flows, community guidelines, and best practices).
Talent & Retention
Finding unicorns, enabling their potential, and helping them build careers.
Outsourcing & Partner Management
Vetting and managing vendor relationships, including CX tools and outsourcing companies (BPOs).
Get in touch
Need help with a project or challenge your company is facing? I'd love to talk!
Vimeo – New York, NY
Sr. Director, Support + Community (2017)
Director, Support + Community (2012 - 2016)
Grew a small community team into a sophisticated global SaaS support & customer advocacy operation with 35 team members across 3 continentsManaged a $3m team budget, including a $1m outsourcing budgetLaunched 24 hour SLAs for paying members while maintaining an $11 average cost per ticket and 94% average CSATImplemented detailed ticket categorization to improve support data; created new systems for tracking and sharing community pain points & feature requestsDeveloped detailed models for predicting headcount and budget growth and for measuring my team’s impact on revenueRaised my team’s profile within Vimeo and successfully lobbied each year for investment required to level up (e.g., specialized agents, operations staff, dedicated engineers)Vetted and managed relationships with outsourcing (BPO) partners and service providersSwitched CRM vendors, migrating a highly customized Desk.com integration and 2 million historical tickets to ZendeskHired and mentored 19 exceptional individuals including several that have gone on to become leaders in my department and other departmentsMaintained a positive and rewarding professional environment, contributing to retention of 84% of the staff members I hired over 5 years
Yahoo! – New York, NY June 2010 - May 2012
Sr. Community Manager, Yahoo! Contributor Network
Managed a team of seven, collectively responsible for driving recruitment, activation, engagement, and retention of contributors to Yahoo's crowd-sourced content platform
Oversaw all communication channels (blogs, forums, social media, triggered email), site copy, user recognition programs (monthly and annual awards, badge system, community leadership roles), and marketing initiatives (conferences, swag, media buys)
Managed public and user-facing communication around Yahoo!'s acquisition of Associated Content, two major platform rebrands, and numerous product launches
Drove development of community-facing products including the "Contributor Connect" blog and the "Contributor Academy" training program
Recognized and awarded at Yahoo global All-Hands meeting for leading an initiative to clean-up our platform's user-generated library of 2 million+ articles and videos.
Associated Content - New York, NY (Startup) July 2008 - June 2010
Sr. Community Manager (2009 - 2010)
Community Manager (2008)
Primary point of contact between the startup publishing platform and our community of 500K freelance writers
Managed the company blog, forums, social media initiatives, and email activations, contributing to 96% growth in first time publishers in the first year and an average of 100K registrations per year
Launched recognition programs including awards, badges and user ambassador roles
Recipient of the company’s first “Gorilla Award” for high-performing employees
Sparktop.org - San Mateo, CA Sept. 2004 – July 2008
Community Manager (2006 to 2008)
Content + Community Editor (2004 to 2005)
Managed all user communication / engagement initiatives and moderated user-generated content for a non-profit website geared toward children with dyslexia and ADHD.