Greg Santopaolo

Customer Support Operations, Customer Success and Project delivery leader with 15+ years of experience delivering operational excellence, scaling global support teams, and leading complex enterprise customer engagements across multiple industries. Proven track record of driving customer satisfaction, retention, revenue growth, and digital transformation. Experienced in managing global teams, building executive client relationships, and partnering cross-functionally to deliver measurable business outcomes.

Director of Operations at PartnerHero / Crescendo (2019-06 – Present)

• Lead global customer support operations for SMB, mid-market, and enterprise clients across multiple industries.
• Oversee service delivery, operational performance, customer experience, and SLA attainment across geographically distributed teams.
• Drive customer satisfaction, retention, and operational excellence through business reviews, workforce planning, KPI management, process optimisation, and continuous improvement initiatives.
• Recruit, develop, and mentor high-performing customer support leaders and teams across multiple geographies.
• Manage strategic enterprise customer relationships by leading business reviews, negotiating contract renewals, identifying expansion opportunities, and partnering with executive stakeholders to maximise customer value and retention.
• Champion operational excellence through performance management, quality assurance, forecasting, reporting, and customer experience initiatives.

Project Manager at Optus (2015-12 – 2017-08)

• Managed customer-facing media and entertainment projects in a fast-paced telecom environment.
• Delivered Optus Sport website features and upgrades to national sports fans.

Project Manager Specialist at Bank of Queensland (2015-04 – 2015-10)

• Led the rollout of BOQS core banking application and workflow system.
• Built vendor and stakeholder relationships for successful system releases.

Project Manager / Coordinator at Lloyds Banking Group (2009-12 – 2015-01)

• Delivered multiple IT transformation projects including desktop migrations and IVR enhancements.
• Managed relocation of call centers and led tech upgrades impacting 500+ employees.

BSc (Hons) in Project Management – Leeds Metropolitan University (2006 – 2008)

HND in Business Management – Leeds Metropolitan University (2004 – 2006)