Justin M. Hemp

Autodesk  ·  Portland, OR (Remote)

Led a 10-person cross-regional support team across North America and Latin America, delivering operational excellence for Autodesk's recruiting function within the Regional People Services organization.

• —Maintained 100% SLA compliance across all markets
• —Cut candidate support wait times by 80% — from 5 days to 24 hours — through scheduling automation and workflow redesign
• —Reduced interview booking friction by 50% via cross-functional implementation of new tooling
• —Saved 5+ hours per week team-wide by streamlining data collection and reporting processes
• —Built PowerBI dashboards for MBRs and QBRs, giving senior leadership real-time visibility into team performance
• —Owned SOP and knowledge base documentation to ensure consistent quality across the team

Airbnb  ·  Portland, OR · 8 years

Grew from frontline specialist to manager over eight years, ultimately leading teams of 10–15 across guest and host support, escalations, QA, and global product pilots.

• —Reduced dropped chats by 60% and cut customer wait times by 50% through live chat process optimization
• —Cut non-responsive chat handling time in half (12 min → 6 min) by designing and implementing a new workflow
• —Developed an invoice QA process for hotel rebook workflows, reducing errors by 20%
• —Led global product pilots across AMER, EMEA, and APAC — including the LiveChat rollout to 3,000+ partner agents
• —Maintained NPS of 65+ (target: 70) across guest and host support channels
• —Served as interim manager for Social Media and Payments teams during organizational transitions
• —Served as Americas POC for NICE platform rollout

Yahoo!  ·  Hillsboro, OR

Account security, account verification, and fantasy sports support — handling volume, ambiguity, and a wide range of user issues across platforms.