Michelle DiNitto

I specialize in building and scaling global customer support operations across DTC and ecommerce environments. My experience includes unifying US and EU teams, managing BPO partnerships, and implementing AI-driven workflows to improve efficiency and customer experience. I focus on measurable outcomes such as improving customer satisfaction, reducing support volume, optimizing SLA performance, and increasing first contact resolution. I’ve led initiatives that significantly reduced support demand and improved resolution times through automation, self-service, and process redesign. I’m passionate about helping teams simplify operations, leverage Voice of the Customer insights, and build scalable systems that enhance both customer and agent experience.

I help teams build Voice of the Customer programs that transform feedback into actionable insights. My focus is on identifying root causes, connecting VoC data to key CX metrics, and driving improvements across product and operations that enhance customer experience and reduce support volume.

I have extensive experience supporting and scaling customer experience operations within ecommerce and direct-to-consumer environments. My work focuses on optimizing support systems, improving customer satisfaction, and reducing operational costs through automation, self-service, and process improvement. I’ve led initiatives that reduced ticket volume and improved resolution times while maintaining high CSAT, by addressing root causes across fulfillment, product experience, and customer communication. I work closely with cross-functional teams to ensure customer feedback directly informs business decisions and drives retention. I’m passionate about helping ecommerce brands build scalable, efficient support operations that enhance both customer experience and long-term growth.