Paul De Sousa in

Paul De Sousa

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EX DIRECTOR CUSTOMER SERVICE - ECOMM DTC, OTC, Order Lifecycle, Customer Lifecycle, Sales Support at Primary Arms & Sporting
📍 Kemah, Texas, United States

Paul De Sousa is a Customer Service Operations Executive who transforms global customer and order lifecycle operations across B2B, B2B2C, and D2C models. He specializes in building scalable ecosystems driven by AI and automation, holding a Bachelors from Kean University and an MLS from Pontifícia Universidade Católica do Rio de Janeiro. Colleagues describe him as a "process driven, " "people-first, " and "extremely effective" leader.

He has unified multiple brands onto a single ERP/CRM stack in just 120 days.

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Experience
11 Years
Current Role
EX DIRECTOR CUSTOMER SERVICE - ECOMM DTC, OTC, Order Lifecycle, Customer Lifecycle, Sales Support
Job Level
Mid-senior
Location
Kemah, Texas, United States
Personality Overview

How Paul shows up

Communication Style
Decision Approach
Work Preference

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Priorities

Topics Paul cares about

Operational Excellence
Focuses on mapping real workflows, removing friction, and embedding accountability to achieve metrics like 98%+ on-time in-full (OTIF) delivery.
Building Brand Trust
Believes that service and trust, not just product and price, build empires, emphasizing the importance of human interaction in a digital world.
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Career

Work history

1-2025
EX DIRECTOR CUSTOMER SERVICE - ECOMM DTC, OTC, Order Lifecycle, Customer Lifecycle, Sales Support
Primary Arms & Sporting
1-2023
Vice President Customer Experience, Consumer & Retail/Customer Service Practice
TESTUDO SOLUTIONS LLC
6-2024
Fractional COO (via Testudo Solutions)
Virtual Storefronts by Uspace
1-2018 - 1-2023
VP, Customer & Consumer Service Operations / Shared Services
HELEN OF TROY LTD
7-2014 - 12-2017
Global VP, Customer Service Operations
Red Lion Controls
In the press

Media appearances

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Education
Bachelor of Arts
Kean University
MLS
Pontifícia Universidade Católica do Rio de Janeiro
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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