Taylor (Gaffney) Hansen in

Taylor (Gaffney) Hansen

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Director of Onboarding & Customer Success Operations at Capacity
📍 Urbandale, Iowa, United States

Taylor is the Director of Onboarding & Customer Success Operations at Capacity, specializing in implementing processes and leading teams through change. Her career includes roles at Denim Social, which was acquired by Capacity, and Sprint. She holds a Bachelor of Science from Iowa State University and is described as solutions-oriented and diligent.

Personally, Taylor describes herself as a fairly introverted person who is naturally inclined to build relationships. She is a new mother and spends her free time on DIY home projects, including knocking down walls with her power tools, which reflects her knack for hands-on problem-solving and learning on the fly.

She has a passion for DIY projects, which she sees as a direct reflection of her ability to solve problems.

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Experience
11 Years
Current Role
Director of Onboarding & Customer Success Operations
Job Level
Mid-senior
Location
Urbandale, Iowa, United States
Personality Overview

How Taylor shows up

Communication Style
Decision Approach
Work Preference

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Priorities

Topics Taylor cares about

Customer Success Ops
Her current role focuses on onboarding and customer success operations. She has experience creating playbooks and scaling CS efforts to enhance the customer experience.
Leading Through Change
She identifies leading teams through change and ambiguity as a core competency and expanded her role after Capacity acquired her previous company, Denim Social.
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Career

Work history

1-2025
Director of Onboarding & Customer Success Operations
Capacity
2-2024 - 3-2025
Director of Customer Success
Capacity
10-2020 - 1-2024
Director of Customer Success
Denim Social
10-2020 - 3-2021
Customer Success Manager
Denim Social
12-2017 - 8-2020
Project Manager | Associate Account Manager
Sprint
In the press

Media appearances

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Education
Bachelor of Science (B.S.)
Iowa State University
Spanish
University of Valencia
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

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