Adam Rabinowitz

Adam Rabinowitz is the Head of Customer Experience at Flock Safety. Adam has held this position for 2 years and 6 months. Prior to Flock Safety, Adam was the Head of Support Operations at Instacart. In this role, they led the teams responsible for Support Tools, Process Improvement, Quality Management, Analytics, and Special Projects that supported Instacart's global customer, shopper, and retailer support organization. This organization included six sites in four countries with three BPO vendors and ~2000 associates handling ~400k interactions weekly via phone, chat, and email. During their time at Instacart, Adam was responsible for increasing customer satisfaction ratings to highest-ever levels (10 absolute percentage points) through a combination of rigorous reimagined performance management routines, testing and iteration on resolution responses to frequent issues, and revamped QA approach. Adam also launched a new modality (chat support) through the implementation of a new telephony provider; drove higher satisfaction ratings on chat than phone. In addition, they partnered with engineering teams to drive automation of most frequent inbound requests, decreasing the human-handled contact rate by building self-service options in the customer app, automating 100k+ customer contacts each week.

Adam Rabinowitz has a Bachelor of Science from Vanderbilt University in Corporate Strategy and Human and Organizational Development. Adam also has a Master of Business Administration from the Georgia Institute of Technology in Operations Management, Strategic Management, and Entrepreneurship.