Leon M. in

Leon M.

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Senior Director of Customer Support & Experience at Meta
📍 Austin, Texas, United States

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.

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Experience
28 Years
Current Role
Senior Director of Customer Support & Experience
Job Level
Senior
Location
Austin, Texas, United States
Personality Overview

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Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Leon cares 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.
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Career

Work history

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

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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Education
Executive Program
Massachusetts Institute of Technology - Sloan School of Management
Graduate Diploma of Applied Investment and Finance
Financial Services Institute of Australia (FINSIA)
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

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