Michael Moore

Leading AI Transformation in CX & BPO | Scaling Global Operations | Turning AI into Real Business Impact

New York1.2k followers

iQor

ex-Walkabout Workplace

ex-Alorica

I’ve spent the past 20+ years building, scaling, and transforming global customer operations—and more recently, helping organizations rethink how those operations evolve in an AI-driven
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My background spans large-scale CX, BPO, and technology-enabled service environments, where I’ve had the opportunity to lead organizations responsible for billions in revenue, global delivery networks, and complex, high-volume customer interactions. Across roles at SiriusXM, 21st Century Fox/Disney, Alorica, and now iQor, my focus has consistently been the same: improve performance, modernize operations, and create better outcomes for both customers and the Today, as Head of Global AI Transformation/GTM for CXBPO at iQor, I focus on integrating generative AI, automation, and advanced analytics into real-world operations. That includes everything from improving efficiency and agent performance to helping organizations unlock new value through AI-enabled service What’s become clear is that AI is not just a technology shift—it’s an operating model shift. The companies that succeed will be the ones that can effectively combine people, process, and technology in a way that is both scalable and In addition to my operating roles, I’ve worked with early-stage and growth companies as an advisor and board member, particularly in areas related to voice analytics, customer experience, and AI-driven If you’re working on transformation—whether operational, technological, or both—I’m always open to connecting and exchanging ideas.

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GTM Index

IQORJOB
1. Head of Global AI Transfor…
  2Y 4M
SPEAKALYTICSJOB
1. Member Board Of Directors
  9Y
HABERMOOREJOB
1. President
  21Y 2M
WALKABOUT WORKPLACEJOB
1. Advisory Board
  4Y 11M
CONVERSATIONHEALTHJOB
1. Interim COO
  4M
ALORICAJOB
1. Sr. VP CX and Digital Solu…
  2Y 1M
HEALTHINTEL.AIJOB
1. Interim COO/CRO
  7M
THE WALT DISNEY COMPANYJOB
1. Executive VP, Global Custo…
  5M
FOX NETWORKS GROUPJOB
1. Executive VP, Global Custo…
  1Y 4M
SIRIUSXMJOB
1. VP & General Mgr Call Cent…
  18Y 9M

Job: Walkabout Workplace — Advisory Board · 2019-02 – 2024-01 — Member of Advisory Board providing insight on technology improvements, business strategy, validation and growth strategy
Job: Alorica — Sr. Vice President CX and Digital Solutions · 2021-07 – 2023-08
Job: iQor — Head of Global AI Transformation/GTM · 2024-04 – present
Job: conversationHEALTH — Interim COO · 2023-05 – 2023-09 — Supported a mid-level start-up that was developing an AI platform targeting the pharma industry. Focused on process, organization structure, sales etc.
Job: Speakalytics — Member Board Of Directors · 2017-08 – present — Co-Founder and Member, Board of Directors. Speakalytics is an early-stage technology company focused on voice analytics solutions for sales and complex transaction operations.
Job: The Walt Disney Company — Executive Vice President, Global Customer Operations · 2019-03 – 2019-08 — Post-acquisition strategic guidance and recommendations on the consolidation of global customer operations to support. This included considerations for Direct to Consumer subscription services, free/TV Everywhere products, Digital environments, and Social Media.
Job: HaberMoore Inc. — President · 2005-06 – present — HaberMoore provides strategic and executive consulting. We excel in providing you with a new and different way to think about something. With specialization in Customer Operations & Experience, Systems & Technology, Transformation projects, and Product Development, we have helped companies of all sizes from startups to Fortune 500 globally.
Job: SiriusXM — Vice President & General Manager Call Center & Sales Operations · 1999 – 2017-10 — Operational responsibility for Customer Care, Sales, and Connected Vehicle Emergency Response, encompassing 25 vendor partners, 67 site locations, 18 countries, 11,000+ outsourced service and telesales agents, ~1,000 insourced advisors, and 67 lines of business. Oversaw monthly volume in excess of 2.5MM inbound service calls, 1MM inbound sales calls, 6MM outbound sales calls, and 1.1MM chat/digital interactions. Built world-class team that consistently delivered high levels of service delivery, customer experience, financial efficiency, security, trust & safety, and compliance.
Job: healthintel.ai — Interim COO/CRO · 2020-07 – 2021-02 — Providing guidance for healthcare startup focused on disease management and diagnosis. Primary areas of focus include: * Product Development * Support Operations * Sales and Sales structure * Customer Success * Commercial and GTM strategy * General business operations
Job: Fox Networks Group — Executive Vice President, Global Customer Operations · 2017-11 – 2019-03 — Joined the organization to develop and implement all Customer Operation functions to enable Fox’s entry into Direct to Consumer business opportunities. Responsible for all elements of customer operations including contact center, systems, and technology related to subscription management, payment processing, trust & safety, and all customer interactions.
School: University of Michigan

Skills

Vendor ManagementCall CenterOutsourcingSales OperationsContract NegotiationCustomer ExperienceWorkforce ManagementStrategic PartnershipsCall CentersCustomer RetentionCustomer SatisfactionDirect SalesIVRLead GenerationNew Business DevelopmentManagementStart-upsSalesMarketingCRM

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Michael Moore

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