Ken Smith

Ken Smith is the Senior Director of Global Support at FORM. Ken has over fifteen years of experience in customer service and operations management.

Ken began their career as a Premier Account Manager at PayPal in 2005. Ken was with the company for two years before moving to Deem, Inc. in 2007. At Deem, Ken was the Sr. Manager of Deem Operations, Escalations, Performance, and Support. Ken was with Deem for two years before moving to American Express Global Business Travel in 2012.

As the Service Practice Leader for Global Support & Technology at American Express Global Business Travel, Ken directed support and technology operations for a multi-tier global product support organization. Ken was responsible for key internal and 3rd party relationships, leading vital initiatives such as CRM rollouts and overseeing budget management and financials. Ken also managed service level agreements and key performance indicator tracking and analysis.

Ken was a champion of career development for team members and drove bottom line Improvement, increasing customer satisfaction. Ken consolidated product support operations reducing cost, implemented globally aligned workflow increasing efficiency, introduced disciplined knowledge management principles improving quality and satisfaction, and created an escalation and partner management group reducing time to resolve for critical incidents.

Ken has been with FORM since 2015 and is currently the Senior Director of Global Support.

Ken Smith graduated from the Master's Institute with a degree in network and system administration. Ken then went on to work as a network and system administrator for a variety of companies.

Ken Smith reports to Jeff Wong, VP, Services. Some of their coworkers include Pavel Shlendyk - Director, Delivery.