Michael Lucero
Irvine
Summary
Global Customer Experience leader with a decade of progressive experience scaling organizations, elevating service standards, and driving cross-functional transformation. Expert in building and leading high-performing teams, expanding operations from regional to global scale, and implementing systems, processes, and cultural frameworks that improve performance and customer satisfaction. Proven track record of improving global CSATs, developing data-driven CX strategies, and optimizing complex tech ecosystems including Shopify, HubSpot, Sprout, and GoToConnect. Adept at leveraging AI to reduce operational workload, streamline workflows, and accelerate knowledge access. Known for directing multimillion-dollar programs, designing global reporting infrastructures, and influencing organizational strategy through deep customer insight and operational excellence. Recognized as a strategic, hands-on leader committed to delivering world-class customer experiences across all markets.
Overview
11
11
years of professional experience
Work History
Global Customer Experience Manager
Cervélo Cycles
12.2019 - Current
- Directed global customer experience strategy for a 20-person team across multiple regions, aligning operations, performance, and service standards worldwide.
- Scaled customer experience operations from a North America/Canada–focused function to a fully global organization, building the structure, processes, and support model for international expansion.
- Implemented global systems, processes, and culture designed to drive a high-performing, customer-centric team; established consistent workflows, SOPs, and quality standards across all markets.
- Owned and optimized a global CX tech stack, including Shopify, Sprout, GoToConnect, and HubSpot, to streamline operations and improve customer support efficiency.
- Managed end-to-end HubSpot implementation, including dashboard creation, workflow automation, reporting infrastructure, and performance visibility for global support teams.
- Oversaw all global CX metrics, setting benchmarks, developing reporting frameworks, and enabling data-driven decision-making across regions.
- Improved global CSAT from 60% to 90%, driving substantial quality improvements through coaching, process enhancements, and data-driven optimization.
- Directed a global handlebar exchange program valued at $2M, serving as a major incentive initiative to support new product introduction (NPI) sales growth.
- Leveraged AI technologies to reduce global ticket volume, increase operational efficiency, and accelerate knowledge access for frontline teams.
General Manager
JAX Bicycles
Huntington Beach
07.2018 - 12.2019
- Oversaw and managed all operations for a $2M annual-volume store, delivering the highest year-over-year growth among a 10-store region.
- Maintained a 95% CSAT rating while driving 25% YOY sales growth, balancing operational excellence with exceptional customer experience.
- Built and cultivated a high-performance culture, developing top-tier sales and service teams through coaching, accountability, and talent development.
Assistant Manager/ National Brand Educator
ASICS
Newport Beach
06.2014 - 10.2017
- Served as the National Trainer for ASICS, traveling nationwide to onboard new stores and deliver training on product knowledge, brand culture, and business strategy.
- Co-managed flagship store operations and achieved top sales performance, specializing in luxury and high-value clientele.
- Provided corporate teams with actionable feedback on programs, customer needs, and operational gaps to inform future initiatives.
Education
Master's - Sport Management
California Baptist University
Riverside, CA12-2016
Bachelor of Science - Pre-Physical Therapy
Concordia University
Irvine, CA05-2015
Skills
- Customer experience strategy
- Global operations management
- Data-driven decision making
- Customer relationship management
- Process optimization
- Performance benchmarking
- Staff training and development
- Team collaboration
- Effective communication
- Problem solving
- Quality assurance
- Customer journey mapping
- Voice of customer analysis
- AI implementation
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Global Customer Experience Manager
Cervélo Cycles
12.2019 - Current
General Manager
JAX Bicycles
07.2018 - 12.2019
Assistant Manager/ National Brand Educator
ASICS
06.2014 - 10.2017
Master's - Sport Management
California Baptist University
Bachelor of Science - Pre-Physical Therapy
Concordia University