Leon M.

Inspirer
DISC Type : di

Senior Director of Customer Support & Experience at Meta

Austin, Texas, United States

Overview

Leon is a transformation executive and the Senior Director of Customer Support & Experience at Meta. He has extensive experience in deploying Lean process improvement, Robotics (RPA), and AI across global enterprises, notably developing and deploying Citis customer-centric methodology, CitiLean. He is a graduate of an executive program at MITs Sloan School of Management.

Outside of work, Leon is interested in the philosophy of elite performance, drawing parallels from Formula 1 racing and books on mastery. He follows developments in AI beyond customer support, including its impact on coding and problem-solving. His colleagues describe him as strategic, outcome-driven, and customer-centric.

Unique fact: He led a program that trained over 100, 000 employees in process optimization and established Citis global RPA and Smart Automation Center of Excellence.

Personality Overview

Decisive

Charming & Persuasive

Achievment Oriented

They respond well to objective pitches but also attach some value to relationships.  They measure a product on its merit but can be influenced by strong testimonials. They don’t mind taking a stand if they believe in something.

Topics They Care About

AI in Customer Support
He actively posts about deploying Agentic AI in customer support to deliver more consistent experiences and believes it requires a deep organizational model to scale.
Process Optimization
His career has focused on process improvement, from developing CitiLean to his belief in focusing on process over outcomes, inspired by elite performers.
Elite Performance
He reflects on the methodologies of elite performers like F1 drivers and the principles from Anders Ericsson's book "Peak, " emphasizing targeted, diagnostic-led work.

Media Appearances

Meta Overhauls CX with AI Support Assistant; Raises Questions Over Human Oversight. Featured in Customer Service Manager Magazine

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Meta’s layoffs are reportedly ‘gutting’ its new customer service teams. Featured in The Verge

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Meta layoffs gut customer service, leaving influencers without reps. Featured in CNBC

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Work History

5-2023
Senior Director of Customer Support & Experience at Meta
1-2022 - 9-2023
Senior Director of Customer Experience Operations at Meta
5-2020 - 1-2022
Managing Director, Head of Customer Experience & Service Excellence for North American Consumer Bank at Citi
2-2019 - 5-2020
Managing Director, Head of Service Excellence & Global Head of CitiLean & Smart Automation at Citi
2016 - 2019
Managing Director, Global Head of CitiLean & Smart Automation at Citi

Education

Executive Program from Massachusetts Institute of Technology - Sloan School of Management
Graduate Diploma of Applied Investment and Finance from Financial Services Institute of Australia (FINSIA)

More Information

Social Presence :

Prographics :

Exp : 28 Location : Austin, Texas, United States Job Level : Senior Designation : Senior Director of Customer Support & Experience at Meta
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Insights For Selling To Leon

During A Call Or A Meeting

DO's

  • Clearly address the competitive aspects
  • Keep your pitch focused on the impact but insert some anecdotes into it
  • Focus on the big picture and the strategic value of your product

DONT's

  • Don’t keep repeating the same information, it could make them impatient
  • Don’t be very informal even if they are being so themselves
  • Don't be unorganized, be prepared for the pitch

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Leon is

  • Product value plays a big role, followed by relationship and a sense of achievement.
  • Will you ever get a clear answer from Leon

  • If they do not firmly believe in you, they will refuse without hesitation.

Insights For Deal Planning

    How fast (or slow) will Leon move?

  • They can take fast decisions if they develop conviction in the product and find you trustworthy.
  • Can Leon take some risk or not?

  • They have the capability of taking risky decisions if necessary.

You And Leon

Personality Compatibility


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