Tyson W

Associate Supervisor, MXO New Verticals Escalations

Feb 2024 - Present • 2 yrs 3 mos

Lead a team of five specialists supporting complex, merchant-impacting escalations across multiple MXO workflows, consistently achieving a two-business-day SLA. Own end-to-end investigation and resolution for high-severity cases, ensuring accurate, empathetic, and high-touch communication with merchants and internal partners. Build scalable reporting and trend analysis tools using SQL, JQL, and Mode to identify recurring defects and surface insights that inform policy, product, and operational improvements. Develop Python-based automation workflows, including FastAPI webhooks and OpenAI- assisted trend reporting, to streamline case handling and reduce manual work. Partner cross-functionally with Product, Strategy, Engineering, and Operations to drive defect elimination, support change management, and ensure alignment across global teams. Establish and reinforce quality standards through structured 1:1s, QA reviews, and targeted coaching focused on resolution accuracy, merchant experience, and root cause clarity.

Senior Team Lead, MXO New Verticals SMB Updates

Dec 2022 - Feb 2024 • 1 yr 2 mos

Provided coaching, 1:1s, and skill development for specialists performing SMB catalog updates. Managed multiple concurrent projects, ensuring timely delivery and high-quality execution across catalog workflows. Served as a senior escalation point for complex catalog issues, collaborating with engineering, onboarding, and quality teams.