Marc Schenbart

I build and lead the operational systems that keep customer support running at scale—across real-time operations, workforce strategy, and global service delivery. With 15+ years in CX and contact center environments, I've operated at the intersection of people, process, and technology. My background spans Real-Time Management, Workforce Management, vendor operations, and cross-functional leadership across voice, chat, email, SMS, and social channels. At Tripadvisor, I led global real-time operations as Manager of Global Real-Time Management—owning intraday execution across 24/7, multi-region environments, driving reporting automation that returned thousands of analyst hours annually, and serving as the operational backbone between WFM, Support, BPO vendors, and Technology teams. Key areas of impact: • Real-time operations and intraday management across global, multi-channel environments • Workforce strategy: forecasting, scheduling, capacity planning, and SLA protection • BPO vendor management and performance improvement (65% improvement in engagement responsiveness) • Operational visibility: built dashboards and automated reporting integrated with BigQuery, Salesforce, and WFM platforms • Maintained ~3% abandon rate and sub-4 hour response windows in high-volume environments • Cross-functional leadership across CX, WFM, Telecom, VMO, and Engineering teams I lead with clarity, build for scale, and stay focused on outcomes—for customers, teams, and the business. Open to Director or Senior Manager roles in CX Operations, Real-Time Operations, Workforce Management, or Contact Center Strategy. Remote or Phoenix metro.