Douglas KnollCOPC Implementation Lead

COPC Implementation Lead · Customer operations · Management systems

I turn operating standards into systems people can actually run.

I lead COPC implementation across operations, workforce management, quality, and training — and build the measurement, governance, and tooling that make performance repeatable and auditable.

RecertifiedCOPC CX Standard R8.0 · May 2026
~200advisors led as Operations Manager
~40leaders on the daily operating dashboard
5U.S. patents

RoleCOPC Implementation Lead, VXI Global SolutionsCertificationCertified COPC Implementation Leader, CX Standard R8.0BaseIndianapolis · Remote

Three operating cases View résumé

The through-line

An operator who engineers.

Most operations managers don’t build their own tooling; most tool-builders don’t run teams. I do both. Over the past year I moved from Operations Manager to COPC Implementation Lead on a global consumer-technology customer-care program, and along the way I built most of the analytical and operational infrastructure the site runs on — while running a team with the discipline that infrastructure was designed to serve.

Before operations, I spent nearly a decade in medical devices as a product manager and co-founder, where I invented biopsy technology protected by five U.S. patents and carried products through two acquisitions. Different industry, same instinct: understand the problem deeply, then build the thing that solves it.

Evidence

Three operating cases.

Each follows the same chain — problem, decision, mechanism, adoption, outcome — because that is the order a management system has to survive in. The full technical inventory behind them is in the systems dossier.

CASE 01

Rebuilding KPI governance

Every operational target now traces to one of two sanctioned derivation methods and to source-level data integrity — measurement that holds up in an audit, not a reporting artifact.

Problem
Important measures were not consistently defined or defensible. Schedule attainment was an aggregate ratio that could exceed 100%; two paired targets were structurally impossible to hit together; source data was being transcribed by hand.
Decision
Exactly two sanctioned ways to derive a target, applied everywhere, with the method written down beside the number.
Mechanism
Trailing-twelve-month baselines with a delta projection bridging missing history; a calibration scatter that exposed the impossible pair as complementary tails of one distribution; schedule attainment rebuilt as a per-interval pass rate; utilization redefined to in-office shrinkage; a twenty-item discrepancy checklist with exact artifact, page, and cell; data integrity corrected at the query source.
Adoption
Facilitation guides with run-of-show timing and domain-split question banks carried the changes through operations, workforce management, quality, and training.
Outcome
Auditable measurement tied to sanctioned methods and source-level integrity — part of the evidence behind the site’s May 2026 COPC recertification.
CASE 02

Building the site’s daily operating system

One offline application, twelve operating views, opened first thing each morning by ~40 supervisors and managers.

Problem
Leaders reconciled fragmented workforce, performance, attendance, adherence, and quality reports by hand — a manually assembled workbook stood between them and the floor.
Decision
One self-contained, dependency-free application that runs entirely offline, so nothing leaves the machine and nothing waits on a server.
Mechanism
An in-browser synthesis engine ingests raw scheduling, HR, device, and roster files. A full pay period is rendered at minute resolution, so attendance and adherence problems surface before anyone looks for them. Coaching records preserve the six-week metric window as it stood and close with a before/after delta. Login time is reconciled against payroll time per advisor per day.
Adoption
~40 supervisors and managers, daily. The workbook it replaced was retired.
Outcome
Supervisors find problems without reconciling several reports, every coaching session is measured, and every flagged discrepancy is confirmed with the person before any correction is made.
CASE 03

Replacing flattering measurement with valid measurement

Escalation accuracy is now measured by QA-observed audits on a statistically sized sample — a number that can be defended, feeding a DMAIC program on the site’s top dissatisfaction driver.

Problem
Escalation accuracy was represented by a measure that flattered the operation and did not represent it.
Decision
Replace it with direct observation on a formally sized sample, and accept the number that produces.
Mechanism
Audit-grade sample sizing with finite-population correction; a three-module framework — sizer, yield, actuals tracker — fed by a collaboration form; a data spine at case-and-advisor grain whose defect flag is never null; a hypothesis-testing register with proven and disproven outcomes.
Adoption
Weekly monitoring books and behavior-level correlation analyses join quality evaluations to surveys, so the program runs on evidence rather than on the meeting.
Outcome
A valid measure in place of a comfortable one, and corrective actions driven to closure against it.

How I work

A consistent signature.

  • Ingest the ugly upstream — and return something a person can actually read.
  • Build for the exact moment someone is looking at the screen.
  • Validate before you ship. Perfect before you bake.
  • Don’t hoard the tooling — package it so the whole team can self-serve.
  • Investigate before you correct. Judgment is never handed to a script.
  • Systems and people are one discipline — the tools exist to help supervisors develop their people, not merely watch them.

Experience

Where I’ve done it.

Grouped by company — expand any role for the full detail.

VXI Global SolutionsJul 2025 – Present
COPC Implementation LeadLed the site to COPC recertification in May 2026 and rebuilt its measurement governance.Mar 2026 – Present
  • Certified as a COPC Implementation Leader in the CX Standard Release 8.0 promoted to lead the site’s recertification program, and led it to recertification in May 2026.
  • Serve as the site’s COPC compliance facilitator across operations, workforce management, quality, and training — currently driving every corrective action to closure.
  • Rebuilt KPI target-setting methodology and governance, correcting Schedule Attainment, Utilization, and Bill-to-Pay formulas for defensible, auditable measurement.
  • Designed a statistically-sampled escalation-accuracy measurement program and architected the DMAIC corrective-action plan for the site’s top dissatisfaction driver.
  • Corrected data-integrity issues at the query source, eliminating manual transcription and enabling automated analysis.
Operations ManagerRan a ~200-advisor operation and built the analytics stack it runs on.Jul 2025 – Mar 2026
  • Managed 10 supervisors and ~200 advisors, with an unbroken weekly one-on-one with every supervisor and a monthly operating standard for the team.
  • Conceived and built the site’s daily operating dashboard — an offline, dependency-free application synthesizing raw workforce and performance data into a dozen views — used daily by ~40 supervisors and managers.
  • Built a fleet of analytical tools on a shared roster backbone and a weekly ETL pipeline over SAP BusinessObjects and Superset, replacing manual reporting across attendance, adherence, quality, coaching, staffing, and cost.
  • Stood up a new line of business — launch command center through early quality audits — and authored the supervisor onboarding program.
  • Ran a closed-loop coaching model that records a before/after metric delta for every session and confirms automated recommendations with the person before any action.
IMWIPA, LLC
Operations ManagerM&A analytics — matchmaking dashboards, EBITDA recasts, and a Python teaser generator.May 2025 – Jul 2025
  • Built buyer-seller matchmaking dashboards to surface merger and acquisition opportunities aligned with revenue and growth criteria.
  • Prepared recasts of corporate tax returns, P&Ls, and balance sheets to represent EBITDA, margins, and cash flow for investment decisions.
  • Developed a proprietary Python application to rapidly generate polished investment teasers, standardizing format across the deal pipeline.
ConduentApr 2021 – May 2025
Operations ManagerLed 10+ supervisors / 200+ agents and built the site’s reporting backbone.Jun 2022 – May 2025
  • Led a team of 10+ direct and 200+ indirect reports, consistently exceeding performance goals while managing training, compliance, headcount, and timekeeping.
  • Created and ran a new-line-of-business upskilling process, meeting 100% of requirements across all training waves for nearly 1,000 agents.
  • Streamlined the supervisor training program — rewriting course material, restructuring the syllabus, and teaching classes.
  • Created and maintained a site-wide interactive call-center dashboard adopted from supervisor to director.
  • Built numerous custom Excel tools used daily by 80+ supervisors and 10+ managers to reduce time and effort across the floor.
SupervisorTop CSAT and resolution scores within two months; promoted ahead of schedule.Apr 2021 – Jun 2022
  • Led a team of 20+ direct reports, consistently exceeding performance goals while managing attendance, adherence, compliance, training, and timekeeping.
  • Achieved top customer-satisfaction and resolution scores for the line of business within the first two months; offered a permanent role well ahead of standard timelines.
  • Reinvented mentoring recruitment with a master recruitment tool and developed top candidates into impactful mentors.
  • Created a structured support system facilitating chat support to phone agents during heavy volume.
PAVE Medicalacquired by Mermaid Medical
Product Manager / Co-FounderInvented biopsy technology; three patents; led the exit.2015 – 2022
  • Invented biopsy technology — U.S. Patents US11045173B2, US11839364B2, and US12239299B2, with EU/JP counterparts — working directly with a patent attorney.
  • Designed, conducted, and analyzed in vivo and benchtop testing with prototype devices to finalize specifications.
  • Assisted in the successful exit and transfer of technology to the Mermaid Medical team.
Argon Medical Devices
Product SpecialistCommercialized product lines through acquisition; national sales support and training.2014 – 2015
  • Ensured successful transition of commercialized product lines to the Argon sales team through the acquisition.
  • Supported sales representatives nationwide before, during, and after procedures; conducted regional product training.
US Biopsyacquired by Argon Medical Devices
Product ManagerInvented biopsy technology; two patents; trained physicians and 50+ reps.2012 – 2014
  • Invented biopsy technology — U.S. Patents US9463002B2 and US10004483B2, with EU/JP counterparts.
  • Provided critical troubleshooting during complex procedures, preventing halted procedures and strengthening brand loyalty.
  • Trained and supported physicians and 50+ sales representatives; designed and ran the trade-show booth.

Technical lab

Independent engineering.

Three self-directed builds, kept here for one reason: they are evidence of how I work when nobody is asking — map the environment first, build the mechanism, ship it packaged. The rest of the lab, and the public Excel dashboards, live in the systems dossier.

OpenSpan

Drive an iPad from a Windows PC over one Bluetooth radio — keyboard, mouse, audio, and clipboard — through a headless Debian VM that owns the radio and pretends to be a BLE keyboard. A deep dive into Bluetooth Low Energy, USB passthrough, and PipeWire audio, packaged to a single Windows exe.

PythonctypesBlueZ · BLE HIDDebian VMPipeWire
Read the field manual → Source on GitHub →

Multitool

A Chrome extension that reshapes the browser around how I work. One blue button on every page carries a universal toolkit; a red button reacts to whichever site you’re on — and a built-in Site Autopsy tool documents any new site into a spec that generates its own companion. Distributed as a single-file build console with a live feature matrix.

Chrome MV3service workershadow DOMoffscreen audiospec-driven builds
Read the field manual →

The Esoteric Path

Reverse-engineer a 25-year-old, closed-source game engine by hand, in x86 assembly — no source — and rework it from the inside out. Seven years of RE consolidated into one version-guarded runtime DLL: 86 assembly patches, 36 custom maps, 60,000+ recolored sprite frames, and 2,100+ data-table edits.

x86 assemblyreverse engineeringZig ccDLL injectionDiablo II 1.13c
Read the build notes → Contact for more info →

Intellectual property

Five U.S. patents.

Invented biopsy technology across two medical-device companies, with related European and Japanese counterparts.

US 9,463,002 US 10,004,483 US 11,045,173 US 11,839,364 US 12,239,299

Let’s talk

For conversations about COPC implementation, customer-operations transformation, or management-system design.

douglas.knoll@gmail.com LinkedIn

References available upon request.