Franklin Walker serves as the Director of Care Operations at The New York Times since May 2023, where this strategic leader drives transformative initiatives in customer service operations, having successfully established and scaled customer care contact center operations. Prior to joining The New York Times, Franklin Walker held various senior management roles at Allstate from 2009 to May 2023, including Senior Manager Customer Care, where oversight of a large claims call center was provided, managing over 300 employees and handling more than 2 million calls annually. Franklin Walker’s expertise encompasses strategic planning, data analytics, change management, and cultural transformation, successfully enhancing customer satisfaction and operational efficiency throughout the organization. Educationally, Franklin Walker holds a BS in Applied Sociology from Texas State University.
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