Resume

Dan LaRoche — Senior Manager of Customer Experience

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Summary

Customer experience leader with 8+ years building and scaling support operations across HealthTech, e-commerce, and hospitality. Strong at the intersection of people, process, and tooling — with experience in platform migrations, knowledge base strategy, AI enablement, and team development.

Core strengths

  • • Support operations & CX strategy
  • • AI enablement & knowledge management
  • • Vendor & tooling ownership
  • • Platform migration & workflow design
  • • Team leadership & coaching
  • • Bilingual (English / conversational Thai)

Experience

Senior Manager of Customer Experience

2023 — Now
Osmind · Jan 2023 — Present (promoted from CX Lead → CX Manager → Senior Manager)
  • Led CX through rapid organizational change, scaling the team from 3 to 7 across multiple product lines and creating a senior support layer to strengthen coverage, escalation quality, and coaching.
  • Owned the migration from Intercom to Pylon — vendor evaluation, workflow design, routing logic, portal configuration, and rollout — building a scalable B2B support operation without adding headcount.
  • Built Osmind's customer-facing knowledge base from the ground up, turning vendor docs and recurring ticket themes into branded self-serve content that reduced repeat questions and accelerated onboarding.
  • Expanded CX into customer success and product strategy by designing CSM workflows, surfacing product gaps, and translating customer feedback into actionable cross-functional insights.
  • Led company-wide AI enablement training with role-specific guidance and PHI guardrails, helping teams adopt AI responsibly in a healthcare environment.

Customer Onboarding Manager

May 2021 — Nov 2022
Passport Global
  • Managed 20+ concurrent onboarding projects representing $1.5M in ARR.
  • Built reporting infrastructure across Salesforce and GuideCX to improve project visibility, risk tracking, and execution.
  • Led SMB customer experience initiatives that improved escalation paths and increased NPS program engagement.

Community Relations Manager

Jul 2020 — May 2021
Affordable Family Care Services
  • Launched pre-opening strategy for in-home care services across two retirement communities and built referral relationships with on-site leadership.
  • Led and scaled a care delivery team including coordinators, an RN, and 50+ caregivers while guiding families through assessment and onboarding.

Earlier experience

Wild Alaskan Company — Member Experience Lead and Lifecycle Marketing. Better Choice Kids Life — Kids Fit (CrossFit Kids) Program Manager. Kata Rocks and SO/Bangkok — hospitality management trainee roles.

Education

Mahidol University International College
Enrolled in Bachelor of Arts in Social Science, 2014 — 2016

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