Jonathan Wes Griffith

Jonathan Wes GriffithJonathan Wes GriffithJonathan Wes Griffith
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About Me

Jonathan Wes Griffith

Jonathan Wes GriffithJonathan Wes GriffithJonathan Wes Griffith
Home
About Me
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Contact Me: 

Wes@jgendeavors.net

"I lead large teams to solve customer facing problems by establishing Trust, Vision, and Empowerment"

About Me

Recent Experience

Coinbase

Currently, the Sr. Director of Global Consumer Support. In the first year I evolved the support experience for >100M customers to become the best support in crypto. 

Led the vision and transformation from traditional support to a value added services model generating >$30M in incremental revenue and 95% customer satisfaction the first year. 

Global CX leadership focused on making support simple, reliable, and proactive for millions of customers across 115+ countries, with live phone and chat and AI-powered assistance.

Scaled the organization 5x YoY while managing <1% variance to  ~$300M annual OpEx across Customer Service and Compliance programs and operations. Launched support for >100 new products, created three new support models based on customer segments, and implemented two contact mediums.

I authored the multi year strategy and customer facing mission to build the most trusted and respected Customer support in crypto. The strategy addressed years of underinvestment resulting numerous accolades for Coinbase support and a new bar for industry competitors. 


CX Current Feature Article - Transparency, trust, and balancing automation with empathy.

 https://www.cxcurrent.com/news/customer-support-coinbase-public-trust-wes-griffith


Blog Post 

https://www.coinbase.com/blog/coinbase-support-evolving-to-meet-your-needs


Enhanced the support experience recently provided five stars by Nerdwallet

 https://www.nerdwallet.com/reviews/investing/brokers/coinbase  


Established a dedicated support model for Coinbase One and VIP Customers. 

https://help.coinbase.com/en/coinbase/other-topics/coinbase-one/account 


Coinbase  Germany support  "Really sets Coinbase apart"

https://bitcoin-2go.de/coinbase-erfahrungen/

Amazon

Across a ~10 year career at Amazon culminating as a Director of an organization of both tech and non-tech functions which I helped found and scale from an initial four to > 3k employees. I had the fortunate opportunity to develop, implement, and globally scale the support model for some of Amazon's most highly visible products. I built unique customer experiences including a first of its kind preemptive support model that paired logistics, machine learning, and localized human support. 


Founding Leader of Shipping and Delivery Support https://www.amazon.jobs/en/teams/ops-shipping-delivery-support


Developed and implemented Customer Service for the worlds largest and fastest logistics company.

 https://mashable.com/article/amazon-is-launching-a-fedex-competitor-to-make-more-available-for-two-day-delivery  


Built bespoke product support models for more than seven distinct customer segments across 23 countries


Amazon Key

 https://www.pcmag.com/news/amazon-key-in-home-delivery-service-launches-nov-8  


Prime Now   https://www.wired.com/2014/12/prime-now/  


Mayday   https://techcrunch.com/2013/09/24/amazon-introduces-mayday-a-unique-and-amazingly-useful-live-tech-support-system-for-kindle/   


Amazon Shipping https://ship.amazon.com/getstarted  


AMXL

 https://www.wcvb.com/article/amazon-planning-new-type-of-delivery-station-in-massachusetts/34645075  

Functional Leadership Experience

  • Strategic Programs - Designed an implemented program teams that owned end to end customer facing experiences, defined operating standards, executed process improvement initiatives, and provided technical project management. 
  • Technical Product Management - Owned products that provided self-service and AI assisted automated support to millions of customers as well as internal tooling used by >5k support agents to handle >20MM annualized support contacts.
  • Data Science and Analytics - Managed teams that conducted long term customer impact analysis to inform product/program strategy and analytics that instrumented recurring business reviews. 
  • Workforce Management - Established and scaled workforce management teams to provide complex demand planning for a network of >3k associates globally. 
  • Global Operations - Scaled direct reporting global operations from 0 to >3k associates across 22 countries and >200 distinct physical and virtual locations. Directed BPO operations >4k across three continents. 

Beyond The Career

Philanthropy & Community

Working Student Scholarships
Founder since 2024. Operating as a 501 c 3. micro grants to employed students in medical, education, and skilled trade programs with employer and instructor recommendations guiding selection. 

American Brain Tumor Association
Leading multi-year charity auction raising thousands for Brain Cancer research while increasing awareness among new audiences.   

Make A Wish
Led multiple fundraising efforts supporting wish grants for families raising >$35k.

Marshall University
Active alumnus partnering with Career Services to host career planning and development seminars.

West Virginia Retailers Association
Former board member collaborating with peers and legislators on policy. Contributed to bills involving retail pharmacy operations, taxes, and worker rights.

Education

My intrigue with human motivation led me to a B.A in psychology from Marshall University. After deciding to devote my career to delivering results through organizations I earned an M.A. from Marshall Graduate College in Leadership and Management. I continue investing in hard skills including certifications in statistical analysis, project management,  blockchain technology and foundations of Artificial Intelligence. 

Entrepreneur

Entrepreneur

Entrepreneur

I have always been a hands on learner and used the creation of small businesses and tangible projects as a forcing function to build skills and knowledge. I have established small businesses, developed websites, and implemented blockchain projects that began as learning experiments. 

Family Life

Entrepreneur

Entrepreneur

I live outside Seattle Washington on Bainbridge Island with my wife, two children, and our dog "Marshall". We enjoy PNW life with kayaking, skiing, and hiking often on the agenda. 


I am also a lifelong car enthusiast, collecting interesting vehicles and occasionally selling to raise money for charities like Make-A-Wish foundation. Occasionally I get on the track and  make use of my SCCA and ICSCC Automobile racing licenses. 

A Few Thoughts on Leadership

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