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Sandra Jirous
MessageRoles available for:
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Fractional
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Consulting
- Contract
- Interim
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Ridgefield, Washington, United States
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http://jirousconsultinggroup.com
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Country experience:
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United States of America
Northern America
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Languages:
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English (US)
English (US)Level: Native
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English (US)
Achievements
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Expertise
Customer Experience (CX) Strategy • Contact Center Operations • Customer Care Leadership • Outsourcing & BPO Management • Vendor Operations • AI & Automation in CX • Operational Excellence • Workforce Strategy • Training & Readiness • Organizational Desig -
Services
CX Strategy • Contact Center Transformation • AI & Human Support Integration • Outsourcing & Vendor Management • Customer Journey Optimization • Operational Excellence • Workforce Strategy • Training & Readiness • CX Leadership Advisory
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Employees
overseen
3,000 employees
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Budget overseen
$ 2,000,000
Share
Sandra Jirous
Add to favorites
Roles available for:
-
Fractional
-
Consulting
- Contract
- Interim
-
Ridgefield, Washington, United States
-
http://jirousconsultinggroup.com
-
Country experience:
-
United States of America
Northern America
-
-
Languages:
-
English (US)
English (US)Level: Native
-
English (US)
Achievements
Why hire me in a fractional role
Experience
- Head of Customer Care Center of Exccellence
- Director of Vendor Management
- Director of Learning and Development
Strengths in this role: CX Strategy • Customer Operations • Outsourcing & Vendor Management • Contact Center Leadership • AI & Automation Strategy • Operational Excellence • Cross-Functional Leadership • Change Management • Workforce & Team Development • Escalation Management • Process Improvement • Customer Retention • Training & Readiness • Executive Communication • Organizational Design • KPI & Performance Management • Service Delivery Optimization
Industry Group: High Tech
Industry: Computer Software
Years of experience: 15 years
Company name: Gusto
Company size: 4,000 employees
Role in this company: Led Gusto’s Customer Care Center of Excellence, driving strategy, innovation, and operational excellence across Vendor Operations, Client Relations, Client Retention, and Agent Readiness. Oversaw cross-functional collaboration and execution of key business objectives to improve customer experience, team performance, partner management, and organizational scalability across support operations.
Strengths in this role: Vendor Operations • Customer Experience Strategy • Outsourcing & BPO Management • Cross-Functional Leadership • Program Management • Contact Center Operations • Process Improvement • Customer Journey Optimization • Product & Support Partnership • Workforce Strategy • Change Management • Operational Excellence • Employee Engagement • Stakeholder Management • Cost Optimization • Strategic Planning • Performance Management
Industry Group: Finance
Industry: Financial Services
Years of experience: 15 years
Company name: Stripe
Company size: 7,000 employees
Role in this company: Led global vendor operations and cross-functional programs to improve performance, customer experience, and operational scalability. Oversaw the end-to-end customer experience across support channels, partnering with Product, Sales, and Marketing to align service strategy with the customer journey and GTM goals. Focused on reducing customer friction, optimizing cost and workforce investment, and driving employee engagement, development, and operational excellence.
Strengths in this role: Training & Development • Leadership Development • Team Management • Instructional Design • Onboarding Programs • Employee Coaching • Performance Improvement • Facilitation • Cross-Functional Collaboration • Operational Training • Curriculum Development • Change Management • Program Evaluation • Learning Strategy • Communication Skills • Workforce Development • Process Improvement • Stakeholder Partnership
Industry Group: High Tech
Industry: Computer Software
Years of experience: 15 years
Company name: Yahoo!
Company size: 15,000 employees
Role in this company: Led a North American training team of six trainers across the U.S., overseeing training strategy, onboarding, and employee development programs. Partnered with leadership to identify and deliver training solutions that supported operational goals. Designed, implemented, and evaluated new hire, support, outreach, and performance improvement programs to ensure effectiveness, efficiency, and relevance across the organization.
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Board membership
Company: Contact Center AI Association
Position: Board Member
From: 01/01/2025
To: Present
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Degrees & accreditations
BA in English, Grand Valley State University
Certified Strengthsfinder Coach
Certification in Influencing People, University of Michigan
Certification in Leading Teams, University of Michigan
Certification in Managing Talent, University of Michigan
Certification in Inspiring and Motivating Individuals, University of Michigan
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Success story
Led the transformation of a large-scale customer support organization through operational redesign, vendor optimization, and AI integration initiatives. Improved customer experience outcomes while scaling outsourced operations supporting hundreds of agents. Built cross-functional partnerships across Product, Operations, and GTM teams to reduce friction, improve service delivery, and align support strategy with long-term business growth.
