Colby ParrottSenior Program Manager
Over the past ten years, Colby has been building a career with expertise and focus on team development and customer engagement strategies. Joining SurveyMonkey in 2006 as the 7th employee and 1st female, this has given her a unique perspective on e-commerce, both consumer and business-to-business, and innovation in the survey industry. It has also enabled her to build teams from start-up through adolescent stages of business growth. Colby’s focus areas have changed during her tenure at SurveyMonkey, starting directly in client services to building knowledge engineers and learning & development team strategies. Colby moved to Dublin in 2014 to open a new office and scale global operations. Based on her work with localising user experiences, Colby joined the board of Language I/O as an advisory board member in 2013. Her passion in the community revolves around education and archaeology volunteering. She is always in the pursuit of learning and recently completed a Master of Science in Organisational Behaviour (Work & Psychology) at Dublin City University in November 2017 with the intent to apply motivation theories, job design theories, and various organisational development techniques in the workplace to develop top performing teams and winning cultures. With this new expertise, Colby is building a new team and program within Customer Operations focused on enablement and engagement strategies to build a team of people who excel in their roles and love what they do.
Enablement provides a strategic, proactive, and hands-on learning approach in both sales and service functions. SurveyMonkey is tapping into the strategy to create an enablement and engagement program bespoke to Customer Operations. The goal is to provide systems and tools, programmes, and a clear career path for the Customer operations team. Topics discussed in this session include:
- SurveyMonkey’s success story in how to create a scalable, global support strategy
- How the enablement and engagement team is set up to deliver customer value through an empowered customer operations team
- How our Customer Operations team is driving value through personalised, effortless, and speedy service