Hello

With over 25 years of experience in customer-centric leadership roles, Doug Ward has a proven track record of building high-performing teams and driving measurable results. As Vice President of Customer Experience at Smartaira, Doug leads initiatives that enhance both employee engagement and customer satisfaction, ensuring operational impact at every level.

Doug's leadership journey includes his tenure as Vice President of Support Excellence at Comcast/NBCUniversal, where he developed strategies for teams of more than 4,000 people. He created transformative processes and programs, always focusing on the human elements of leadership. His authentic approach and ability to connect with audiences have made him a sought-after speaker, presenting and leading workshops for various organizations, including SHRM groups nationwide.

Beyond established organizations, Doug has also contributed to the growth of startups, including his work with CollabNow and the launch of Elevating Everyone, his consultancy dedicated to enhancing workplace culture through employee and customer experience strategies. His expertise spans introducing new systems and processes that elevate team dynamics, optimize customer journeys, and drive lasting success.

Doug holds an MBA from Bethel University and lives in Charleston, SC, with his family. His passion for developing people and creating exceptional experiences is at the core of every project he undertakes.

Leadership Development

My leadership philosophy is rooted in empowering individuals and teams to exceed expectations. I specialize in designing and delivering leadership programs, creating succession planning frameworks, and guiding growth through practical, experience-based learning methods.

Remote Work Expert

I led the work-from-home program for a major corporation before the pandemic, building a remote work strategy that enhanced productivity and employee satisfaction. I offer insights on best practices for managing virtual teams, fostering engagement, and maintaining high performance in distributed work environments.

Customer Support

I have extensive experience optimizing contact center operations, developing customer engagement strategies, and implementing robust feedback loops to enhance the customer experience. My approach focuses on reducing friction in the customer journey and driving long-term loyalty.

Operational Impact

I focus on driving operational efficiency and aligning processes with business objectives. My expertise includes change management, process improvement, and innovative approaches to creating measurable operational success.

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