Toni Kain

Senior Operations Manager with 10+ years of experience in eCommerce and customer experience; driving operational excellence, team development, and strategic initiatives across global teams. Proven success in improving customer satisfaction, reducing resolution times, and optimizing performance. Expertise in performance management, process improvement, and leveraging data-driven insights to enhance customer experience.

Demonstrated leadership in managing cross-functional teams, implementing training programs, and fostering business growth. Known for quickly mastering tools and data to achieve impactful business results while collaborating with internal and external stakeholders to drive continuous improvement.

Over the course of my career, I’ve built a reputation for turning customer feedback into actionable strategies that transform operations. At Samsung, I led a cross-functional initiative that boosted NPS by 47 points and cut C-suite escalation times by more than half. At Amazon, I managed a team of 1,000+ agents and helped over 60% of my managers grow into new roles, thanks to standardized coaching and development programs I introduced.

I’m hands-on with data, thrive in ambiguity, and love digging into processes to uncover opportunities for improvement. Whether optimizing IVR flows or launching a global SOP, I focus on scalable, customer-first solutions that drive real business outcomes.

I spent two years at the University of North Dakota with a focus on Business Management before returning to school in 2025 at Western Governors University, where I’m currently pursuing my Bachelor of Science in Business Management. My goal is to complete my degree and continue on to earn my MBA, further strengthening my foundation in strategic leadership and business operations.