Danny Cox

Director, Guest Empowerment and Insights at Breeze Airways

1

Office Hours

How does this work?
About

Effective change leader with metrics based programs to improve the customer experience, and a unique background in revenue & financial analysis. Recognized as a truly authentic leader while proking different thinking about issues and leading and developing high performing teams through implementing accountability processes, establishing consistent feedback loops and mentoring team members to achieve initiatives. Effectively defines and communicates the strategic priorities, roles and responsibilities necessary to achieve the understood vision and has the operational know-how to ensure excellence in execution on all matters including technical and product support while supporting world-class and award winning customer service. Seen as an expert across the organization in multiple areas, is proficient at engaging C-level leaders with effective communication, presentation and influencing skills. Self-confident leader with a team first approach and a great sense of humor.

Work experience
logo

Sep 2018 - Present

Breeze Airways

Director, Guest Empowerment & Insights

Sep 2018 - Present

CoXen Consulting

Independent Business Owner

Your CX, Understood Customer Experience thought partnership that works for you to help get the most out of your customer's feedback to ensure you meet their needs now and always. No matter where you are in discovering, molding, refining or evolving your customer's experience, we're here to help you get to true insights that lead to measurable, actionable improvements for your customers well-being and your bottom-line

logo

Apr 2019 - Apr 2020

AdvisoryCloud

Advisor

If you are ever seeking business advice you can request a meeting with me through my profile on AdvisoryCloud at https://www.advisorycloud.com/profile/Danny-Cox

logo

Apr 2015 - Jun 2019

JetBlue Airways

Director, Customer Support & Insights

Reporting to the VP of Customer Support to elevate the multilingual 2,000+ frontline agents with a nontraditional contact center view by taking a critical look at business issues and posing questions that provoke different thinking about the business to uncover inefficiencies and special focus on improving experience for most valued and escalated customers; while still supporting other parts of the organization as a subject matter expert in other disciplines and driving the needed cultural shift to meet company goals. Led the Customer Support team through the roll-out of a new website, fare pricing options and the introduction of bag fees while maintaining an award-winning customer experience and raising employee engagement KPI’s by 10 points Exhibits strong ability to rapidly assess a problem, define options, evaluate and execute to resolve issues Created comprehensive communication and training initiative to lead virtual teams of 700+ employees; influencing and impacting the highest value customers by increasing customer value and loyalty proved by increased retention and NPS Initiated and monitored effective and open communication between IT and Customer Support to prioritize and provide fixes for emerging issues and identification of new technology needs Implemented and executed proactive response to customer feedback in increased monitoring during actual and possible customer impacting events. Maintained award winning customer satisfaction and reduced impact to customers through actions to improve customer insights. Frequently asked to fill leadership gaps outside the Customer Support team Temporarily assumed VP of JetBlue Vacations role when asked by Senior Leadership to maintain no disruption in leadership coverage and services Co-led a diverse team of seven (7) leaders from across the company to examine and recommend structural changes to ensure future cost control

Sep 2018 - Sep 2018

Start-up Airline

Customer Service Technologist

logo

Aug 2012 - Apr 2015

JetBlue Airways

Director, IT Contact Center Systems

• Build and executed a plan to increase IT accountability in providing quality work, meeting deadlines and improved requirements request process for Customer Support; allowing overall better alignment to business needs • Established myself as a trusted partner and thought leader to implement a communications process including meeting and team partnership to restore and improve interactions between IT and Customer Support following a major workforce management tool change which had deteriorated relationships

logo

Aug 2010 - Aug 2012

JetBlue Airways

Director, Revenue Analysis

• Ran weekly C-level revenue meeting to inform on current revenue trends and influence upcoming revenue impacting matters • Assumed responsibility for the analytics team during the implementation of a new key software system • Successfully mentored a team member for promotion to the Director role • Defined clear roles and responsibilities for team members and hired new leadership team members which restored team morale

logo

Jul 2007 - Aug 2010

JetBlue Airways

Manager, Financial Planning and Analysis

Developed the four (4) person Labor Resource team in the planning and monitoring of $700+ million in salaries annually Oversaw the operating budget of Pilots, Flight Attendants and other departments; over $175+ million annually Monthly guided Executive Leadership from analysis of budget to actual spend; with focus on eliminating unneeded budget Drove, or participated in, all efficiency seeking analysis regarding labor work rule changes and enhancements Project managed a vary of projects; ranging from software implementation to process change and improvements

logo

Aug 2005 - Jul 2007

JetBlue Airways

Senior Analyst / Analyst

Owned the planning and monitoring of the annual airport stations budget for half of the 50 JetBlue station; $300+ million Worked cross departmentally, VP & Director level, on all airport business cases and cost savings initiatives Major contributor to company wide $130 million cost reduction in 2006 Lead a team of 2-3 analysts for a large portion of the time in this

May 2003 - Aug 2005

Best AeroNet, Ltd

Chief Financial Officer / Controller

Oversaw accounting of three (3) entities with total annual gross sales of over $11 million Directed the monthly preparation of all financial reports Met weekly with department heads to keep informed of financial trends and to offer direction

Talk to Danny

@ Copyright 2020 OfficeHours Technologies Co.