Heather Cone

Head of Platform Design ServiceLive

Heather is the head of product design and experience with ServiceLive, a division of Sears Home Services.   In her role she builds a platform that connects consumers and buyers to service providers, creating value to homeowners and business owners alike.   The ecosystem is leveraged by large multinational organizations to deliver value to their customers; service provider professionals to build their businesses and to consumers of services to solutions for their homes.

She has led teams accountable for recruiting; scheduling and dispatching unionized and non-unionized technicians and sub-contractor teams.   Her career has also included large contact center leadership: first party ownership; providing support as a BPO leader and leveraging the outsource model to deliver service to stakeholders.    A Certified Six Sigma Blackbelt and a Certified Manager of Quality/Organizational Excellence from ASQ, she leverages process and collaboration to support teams in creating optimized solutions, while ensuring that customer experience resulting in retention, is the outcome.

Heather has worked with international organizations, leveraging best practice and intentional disruption to create success.   She has lead field support teams that have created best in class solutions, with Same Day Service guarantees (call before 5pm and we will be in your home same day) as well as establishing an environment that has the ability to respond to extreme forecast variations - +400%.