Justin Y.

Experience

• 

  Success Academy Charter Schools

  Leader, Data Strategy & Insights

  Oct 2025 - Present

  Success Academy Charter Schools is a network of high-performing charter schools providing quality education to students in New York City.

• 

  US Mobile

  Director, Operations

  May 2025 - Sep 2025

  US Mobile is a telecommunications company providing affordable prepaid cellular service with no contracts.

• Career Break

  May 2024 - Apr 2025
• 

  Audible (Amazon subsidiary)

  Sr. Director, Global CS Operations, Analytics, Voice of Customer, Technology | Audible

  Mar 2021 - Apr 2024

  Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming, and artificial intelligence.

  • Managed a team of 11 data analysts, software engineers, and researchers to enhance customer service operations.
  • Developed and executed a strategy that reduced customer service costs from 7% to less than 1% of revenue over six years.
  • Oversaw data and analytics projects saving over $70 million in annually recurring costs.
  • Presented customer experience insights to C-suite, supporting strategic decision-making.
• 

  Audible (Amazon subsidiary)

  Director, Global Customer Analytics | Audible

  Dec 2017 - Apr 2021

  • Led a team to overhaul the customer service measurement framework, implementing a balanced scorecard approach.
  • Conceived and developed a "Next Best Action" platform to personalize customer service and optimize costs.
  • Implemented a "Voice of the Customer" program serving over 400 stakeholders across various departments.
  • Migrated and adopted Tableau and AWS QuickSight, creating over 100 dashboards for data visualization.
  • Built a "Next Best Action" platform to enhance customer decision-making in service operations.
  • Implemented "Intelligent Routing" to personalize customer service interactions, improving service delivery and operations.
  • Developed a comprehensive "Voice of the Customer" program reaching over 400 employees, fostering customer-centric developments.
• 

  EY

  Manager, Advisory Services - Data & Analytics

  Aug 2014 - Jan 2018

  EY is a global leader in assurance, advisory, strategy, tax, and transaction services.

  • Managed $2.7 million in revenue and led senior client relationships for multiple workstreams.
  • Led teams of 3-10 on data problem-solving and solutions for financial clients, enhancing value.
  • Recognized for "Visual Storytelling" skills with the preparation of key presentations for executives.
  • Contributed to organizational transformation and operational risk management projects and proposals.
• 

  EY

  Senior Consultant, Advisory Services - Data & Analytics

  Dec 2012 - Aug 2014

  • Executed risk and data analytics projects for financial services clients, improving operational efficiencies.
  • Led projects on vendor management, financial disclosure creation, and trade record reconciliation.
• 

  Pratt & Whitney

  Aerospace Engineer / Lead Performance Analyst

  Jan 2011 - Oct 2012

  Pratt & Whitney is a world leader in the design, manufacture, and service of aircraft engines and auxiliary power units.

  • Led analysis and performance optimization initiatives for commercial jet engines, ensuring quality and risk mitigation.
  • Volunteered as a Knowledge Management Consultant, increasing company-wide wiki adoption to over 70%.
  • Initiated process improvements reducing business process waste by 400+ hours annually through data-driven methods.
• 

  Pratt & Whitney

  Associate Aerospace Engineer

  Jun 2008 - Jan 2011

  • Conducted system-level performance analysis to optimize fuel consumption for commercial jet engines.
  • Supported engineering changes to enhance efficiencies and reduce costs in engine manufacturing processes.
• 

  NASA Ames Research Center

  Engineering Intern

  May 2007 - Jul 2007

  NASA Ames Research Center conducts research in aeronautics, exploration technology, and science related to understanding Earth and space.

  • Enhanced data management tools supporting prognostic research in spacecraft health management systems.
  • Contributed to advancements in electrical power system testbeds for spacecraft, improving reliability and performance.