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Price per hour
min
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Soon.
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English, Spanish
Los Angeles, United States of America
Joined July, 2025
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Free
Price per session
30 min
I’m Mia Chapa, a CX and e-commerce leader with over 15 years of experience building customer strategies that drive growth, loyalty, and operational excellence. As VP of Customer Experience and Strategic Initiatives at Glamnetic, I lead a high-impact team that delivers seamless, personalized support while scaling processes and leveraging technology to create meaningful customer connections. Throughout my career, I’ve optimized operations across e-commerce and omni-channel businesses, implemented retention strategies that drive measurable revenue, and built scalable systems that empower teams and delight customers. At Glamnetic, I’ve successfully introduced AI-driven automation, enhanced proactive customer engagement, and achieved CSAT scores in the top 10% of Gorgias accounts globally.
Vice President of Customer Experience & Strategic Initiatives, promoted in July 2025 to lead global team operations, AI strategy, and cross-functional initiatives. Oversee international talent recruitment and management, ensuring high performance across customer service, back-office operations, fraud prevention, social moderation, and AI-driven workflows. Direct P&L for the CX organization, optimizing resources while improving CSAT and operational efficiency. Collaborate with executive leadership to leverage customer insights and technology to scale support, strengthen brand loyalty, and drive profitable growth.
Served as Director of Customer Experience for Vince Camuto, overseeing all e-commerce service operations and customer engagement. Partnered with a global BPO to manage outsourced support performance and service delivery. Held full P&L responsibility for the customer service function, optimizing budget, staffing, and operational costs. Led a high-performing team delivering premium support across digital and retail channels while driving process optimization and efficiency. Partnered with merchandising, marketing, and operations to integrate customer insights into business strategies. Directed site QA, feature launches, and platform enhancements to ensure a seamless, brand-aligned shopping experience.
Worked cross-functionally to manage customer experience and e-commerce operations for Sole Society. Supported daily customer inquiries, coordinated with fulfillment to resolve order issues, and maintained service standards across channels. Partnered with the VP of Engineering to manage releases, sprints, and QA, ensuring new features and updates were delivered on schedule. Assisted in testing site functionality, documenting bugs, and collaborating with developers for timely fixes. Provided feedback from the customer perspective to guide product enhancements and improve usability.
Joined as a Customer Service Agent, transitioned to Help Desk, and promoted to Training Lead, where I hired and onboarded 80+ employees during the company’s rapid growth.
Customer Service leader with a decade of experience building and scaling high-performing support teams. Skilled in creating seamless customer journeys, improving CSAT, and reducing response times through training, process optimization, and technology. Passionate about delivering empathetic, efficient, and consistent support at every touchpoint.
Experienced in scaling consumer goods brands in beauty and fashion, with expertise in customer experience, e-commerce, and operational strategy. Proven ability to drive growth, strengthen brand loyalty, and optimize processes from product launch to post-purchase.
Experienced in Gorgias setup and optimization, analytics implementation, conversion rate optimization, and QA, with a proven track record as an early beta tester shaping AI features for product improvement.
Expert in setting up and optimizing Zendesk, including platform configuration, custom views, automation workflows, and Explore reporting.
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