John McCahan

Vice President, Customer Care

John McCahan joined FTD as Vice President of Customer and Member Care in December of 2019 and was brought into lead service transformation post-bankruptcy.  He brings a broad range of customer centric Contact Center strategic leadership attained in various industries including; banking, logistics, manufacturing, business services, and retail. He has led customer service transformations for both public and privately held companies. Prior to FTD, John held leadership positions at Avon, Milacron, Fifth Third Bank, Target and Equifax. John was a paratrooper and served 8 years in the US Army as a Captain on humanitarian and combat missions. He holds a Bachelor’s degree in History from the Pennsylvania State University. 

Jackie Craver

Vice President, Community Support

Jackie Craver, Zwift, Vice President, Community Support – Jackie leads a team of exceptional member support professionals aligned to deliver on the Zwift mission of: “More People, More Active, More Often”. 

Nick Chong

Head of Global Support & Services

Nick is responsible for Zoom’s global customer support and services organization. Prior to that he was Zoom’s Head of Global Services, responsible for global professional services and Zoom Rooms evangelism, and Head of Product Marketing. Nick has an extensive background in technology, market development, product strategy, and pursuit of customer satisfaction.

Prior to Zoom, Nick was the founder of the first Emerging Technology business unit at Cisco Systems in India. He led business incubation, technology acquisition and go-to-market strategy. Nick also held senior leadership roles as Director of Product Management at Perfigo (acquired by Cisco) and Director of Global Support at Intruvert (acquired by McAfee). Both network security solutions (NAC and IPS) attained the #1 market leadership positions and evolved to become critical stakes of the $3Bn network security market. In addition, Nick spent over 7 years with Cisco Global Support and Services in San Jose and Brussels.

Nick holds a Master of Business Administration from Santa Clara University and Bachelor’s in Computer Engineering from Kansas State University.

Jim Moloney

Vice President Aftersales Business Center

Jim Moloney, a strong proponent of delivering an exceptional customer experience, is Vice President, Aftersales Business Center at Navistar..  In this position, Mr. Moloney is responsible for the strategic & operational performance of the contact center/support model across the Aftersales organization.  Moloney, a passionate agent of change, has played a critical role in building a winning culture since joining Navistar in August, 2018 as Director, Customer Service Organization where he had responsibility for the Field & National Fleet Service Teams,, Advance Serviceability, & Warranty Claims. Navistar is the Chicago, Illinois-based parent company of International® brand commercial trucks and IC Bus® brand school and commercial buses.

Prior to joining Navistar, Mr. Moloney enjoyed a distinguished 32 year career at General Motors serving in a variety of domestic & global senior leadership positions across Customer Experience, Call Center Operations,, Dealer Network, Marketing and a host of Aftersales roles.  As General Director of GM’s U.S. Contact Center team, he led a transformational change to the customer experience business model. While at GM, Moloney was a member of the Global Automotive Aftermarket Strategy Board (AASB), and a three-time winner of the GM Chairman’s Award.

Mauricio Odovaine

Head of Outsourcing

Mauricio Odovaine is an outsourcing professional with 25 years of experience in the industry. Currently leading Outsourcing and Professional Services at Meta, in the past he managed large operations globally, both as a leader of internal operations, as well as a supplier and as a buyer of outsourced services. Firm believer in excellent customer experiences, in operational excellence, and in building strong business partnerships, and also passionate about social responsibility and making a positive impact in the world through technology.

Francisco Toledo

Director Continuous Improvement & Outsourced Operations

Francisco is the Director of Vendor Management, Instructional Design, and Quality for Groupon (Chicago, US). He has dedicated the past 12+ years to driving Customer and Merchant experience through Operational Excellence across Latin America, Europe, and North America with multiple global assignments, in roles of escalating responsibility. Francisco earned an Executive MBA from IE Business School in Madrid, Spain; is a COPC Certified Performance Leader, and frequently contributes with thought leadership to CX Industry Magazines and Events.