Heather Burns

Heather Burns serves as the Sr. Director of Product Support at Discovery Education since October 2024, where responsibilities include overseeing a team of 20, managing CRM migrations, and implementing AI support bots to improve self-service quality. Previously, Heather held the position of Director of Customer Experience at Mystery.org, leading the expansion of a remote team and enhancing customer engagement metrics. Prior roles include Scrum Master and Release Manager at Learning.com, Product Owner at AltSource, Inc., and various positions at SurveyMonkey, where management of technical support teams and driving customer advocacy were key focuses. Heather holds a Project Management Certification from Portland State University and a Bachelor of Arts in Media Studies and Educational Theory from Bennington College.