Taylor Leighton

Inspirer
DISC Type : di

Vendor Strategy at Mercury

Colorado Springs, Colorado, United States

Overview

As the Sr. Manager of CX Support Operations at Headway, Taylor leads the BPO, workforce management, and technology teams. She is focused on using data and empathy to improve customer experience, drawing on previous leadership roles at Stitch Fix and Wingstop. Taylor holds a Bachelors Degree from Baylor University.

During her time at university, Taylor was involved in a diverse range of activities, including the Baylor Forensic Society and the Color Guard. She stays current on business and technology trends by following publications like the Harvard Business Review and companies such as Google and Oracle.

Her passion for her field is evident in her professional headline: "All things CX!"

Personality Overview

Confident & Optimistic

Decisive

Fast Adopter

They don’t mind taking a stand if they believe in something.  They usually prefer to drive the conversation. They respond well to objective pitches but also attach some value to relationships.

Topics They Care About

Building CX Teams
Is actively growing her Workforce Management and operations teams at Headway, a fast-paced, high-growth startup, and frequently posts about hiring new talent.
BPO Management
A core part of her expertise, she manages CX BPO relationships at Headway and previously held a BPO Manager role at Stitch Fix, focusing on vendor management.
Data-Driven CX
Passionate about leveraging data and empathy to drive continuous improvement and innovation in customer experience processes, systems, and strategies.

Media Appearances

Taylor has no verified media appearances

Work History

1-2026
Vendor Strategy at Mercury
12-2024 - 1-2026
Global Customer Support Vendor Management at hims & hers
9-2023 - 10-2024
Sr. Manager of CX Support Operations at Headway
1-2023 - 9-2023
CX BPO and Workforce Manager at Headway
7-2021 - 1-2023
CX (BPO) Manager at Stitch Fix

Education

Bachelor's Degree from Baylor University

More Information

Social Presence :

Prographics :

Exp : 11 Location : Colorado Springs, Colorado, United States Job Level : N/A Designation : Vendor Strategy at Mercury
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Insights For Selling To Taylor

During A Call Or A Meeting

DO's

  • Look like someone who is on top of their game
  • Focus on the big picture and the strategic value of your product
  • Keep your pitch focused on the impact but insert some anecdotes into it

DONT's

  • Don’t be too verbose or overly friendly; a little bit, however, is fine
  • Don’t keep repeating the same information, it could make them impatient
  • 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 Taylor is

  • Belief in the value of the product, relationship and a sense of accomplishment matter the most.
  • Will you ever get a clear answer from Taylor

  • They are not shy of saying no if they do not develop trust in your product.

Insights For Deal Planning

    How fast (or slow) will Taylor move?

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

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

You And Taylor

Personality Compatibility


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