Don Yager

President / COO

Don Yager is a seasoned executive with a proven track record of driving operational excellence and delivering exceptional customer experiences. As the President and Chief Operating Officer of Mural Technologies, he oversees the company's day-to-day operations, ensuring efficient workflows, strategic decision-making, and the successful execution of the organization's growth initiatives.

Professional Overview

With over 20 years of experience in the customer service and technology industries, Don has developed a deep expertise in operational management, customer experience optimization, and talent development. He is known for his ability to lead cross-functional teams, implement data-driven strategies, and foster a culture of innovation and continuous improvement.

Current Role

As the President and COO of Mural Technologies, Don is responsible for overseeing all operational aspects of the business, including sales, marketing, customer support, and product development. He has been instrumental in driving the company's growth, streamlining processes, and enhancing the overall customer experience.

Under Don's leadership, Mural Technologies has seen a significant increase in customer satisfaction, with a Net Promoter Score (NPS) of 85, and has achieved a 20% year-over-year revenue growth. He has also played a key role in expanding the company's market presence, securing strategic partnerships, and cultivating a talented and engaged workforce.

Career Progression

Prior to his current role, Don served as the Chief Operating Officer at Mural Technologies, where he was responsible for managing the company's day-to-day operations and implementing process improvements that drove operational efficiency. Before that, he held the position of President at the International Customer Service Association (ICSA), where he led the organization's strategic initiatives and advocated for industry-wide best practices.

Don's earlier career experience includes serving as the INTUIT SITE LEADER for the company's 1,100-employee customer experience, learning and development, and small-to-medium business divisions. He also served on the National Board of Directors for the Professional Association for Customer Engagement (PACE) and held various leadership roles at APAC Customer Services, where he spearheaded training and quality initiatives.

Academic Background

Don holds a Bachelor's degree in Business Administration from the University of Arizona, where he graduated with high honors.

Areas of Expertise

• Operational management and process optimization

• Customer experience strategy and implementation

• Talent development and organizational transformation

• Data-driven decision making and performance analytics

• Strategic planning and execution

Professional Impact

Throughout his career, Don has been recognized for his ability to drive measurable business impact. He has led the successful implementation of customer experience initiatives that have resulted in significant improvements in customer satisfaction, loyalty, and retention. Additionally, his leadership in talent development initiatives has contributed to the cultivation of high-performing teams and the advancement of industry-wide best practices.

Conclusion

With his extensive experience, strategic vision, and commitment to excellence, Don Yager is poised to continue driving Mural Technologies' growth and solidifying its position as a leader in the customer service and technology industries. His collaborative approach, data-driven decision making, and unwavering focus on operational efficiency make him a valuable asset to the organization and its stakeholders.