Jeremy Victor
Chief Customer Officer &
Operations Executive
AI-First CX & Operations Leader
Transformed NOOM’s CX —
Reduced OPEX 45%, Payroll 75%, while lifting CSAT 20%.
Connect with Jeremy to discuss
Impact & Transformation
Meet Jeremy –
AI-first CX & Operations Transformation Executive
Leader with a promise to deliver organizational excellence — turning vision into discipline, execution, and measurable outcomes. Proven record scaling teams and technology to create category-defining customer experiences and workforces ready for the AI-first, always-on economy.
Jeremy Victor leads with empathy, gratitude, and data-driven rigor. His core strengths lie in his ability to be both a strategic, analytical thinker and an innovative, creative problem solver. Known for pairing an operator’s mindset with an innovator’s creativity, he’s never met a challenge he couldn’t tackle. His bias is simple: set objectives, align teams, get the work done, and lead.
He has navigated every major tech inflection point—from the birth of the Internet to today’s AI revolution—always asking the same question:
How will this help build a stronger, more resilient company?
Impact at a glance – Noom
- CX Transformation at Scale: Reduced Noom OPEXby 45% YoY and payroll by 75% through strategic workforce redesign, BPO optimization, and vendor consolidation. Optimally staffed the department, while maintaining quality and performance against seasonal demand.
- Noom GLP-1Rx Scale-Up – Built CX, coaching, and care coordination operations to support the rapid growth of Noom’s GLP-1 prescription program, scaling from single-digit daily orders to thousands, sustaining quality of care and patient trust.
- AI at Scale: Deployed Decagon genAI Agents: increased chat CSAT 25%, achieved 80% deflection, and fully automating account cancellations and refunds.
- Built a strategic planning and workforce staffing model to consistently forecast labor across three front-line teams (of more than 200+ people) inclusive of two global BPOs, coming in under budget 13 consecutive months.
- Partnered with Product and AI teams to scale Coach caseloads 2x – from 250 to 500 members – through applied-AI in Noom’s Coaching Platform.
What’s next?
Jeremy is ready to bring his playbook to a high-growth, AI-first company—one ready for transformation that treats customer trust as its moat and expects measurable impact from day one.
Let’s Talk.
Read a narrative essay on Jeremy’s career here: About Jeremy.
Honored for Leading CX Innovation
Jeremy Victor has been recognized with the prestigious IBEX CX Leadership Award (2025)—celebrating leaders who transform customer experience through vision, emotional intelligence, and AI-driven innovation. As Chief Customer Officer at Noom, Jeremy pioneered “Experience Manufacturing™,” creating scalable, emotionally intelligent customer interactions that build trust, loyalty, and lasting impact.
“Operational excellence gets you into the conversation, but emotional intelligence keeps customers coming back.”
-Jeremy Victor
Transformative Career in CX
Jeremy’s drive is clear: combine AI with human-driven emotional intelligence to craft truly exceptional customer experiences. Jeremy leads with vision and heart, with 25+ years in life sciences, health tech, and e-commerce, he’s helped companies build trust at scale – blending AI innovation with human connection.
From launching one of the first mobile CX apps on Palm Pilot to driving today’s AI transformations, Jeremy continues to shape CX that’s personal, scalable, and deeply human..
Julie Casteel, IBEX Chief Sales and Marketing Officer | Jeremy Victor
Business @ the Speed of AI
The future of business is now.
Join Jeremy as he shares his insights on operations and leadership in his Substack and Podcast, helping leaders and organizations harness the power of AI to build smarter, faster, and more empathetic businesses, while accelerating personal growth and professional excellence.
Wawa & the Kindness Effect
A Real-World Model of Experience Manufacturing TM
How one brand turns three minutes into lasting brand affinity—and models what happens when every interaction is intentionally crafted.
The endurance of human existence depends on one key word: More.
We’re living through a transformative time, where human potential, AI, and rapid technological advancements are changing the way we work, live, and lead. Jeremy is building on this idea with the More Effect. Through which, he’ll explore the modernization of work, strategy, technology, and empowering individuals, organizations, and communities to unlock their unique potential to:
Become More.
Thought Leadership
Substack – Newsletter
Business @ the Speed of AI
Subscribe
Business @ the Speed of AI, authored by Jeremy Victor, is best described as a narrative on our time, exploring the modernization of work, health, and experience manufacturingTM and discussing how to lead in an AI-driven world, coupled with in-depth analysis and insights on current cultural and business events. Jeremy will challenge you to broaden your perspective, challenge your biases, and help you become more. If he doesn’t, he will have failed. You be the judge.
Join a community that’s shaping the future, one transformative idea at a time.
Learn more here.
Podcast
Business @ the Speed of AI
Season Two – Coming Soon
Business, Artificial Intelligence, Strategy, and Leadership
Jeremy Victor is your host and guide.
Whether you’re a leader navigating this evolving landscape or simply curious about what’s next, you’re in the right place. The future isn’t just approaching—it’s here, moving faster than ever. This podcast is about making sense of that speed and helping you not just keep up, but get ahead.
You will be challenged to broaden your perspective, challenge your biases, and become more. If you aren’t, Jeremy will have failed.
Learn more here. Sign up coming soon.
Book
The More Effect
Release Date ~2025
The Leadership Field Guide for
Thriving in the AI-First, Always-On World
As algorithms take on more tasks, the advantage shifts to leaders who can scale trust, creativity, and collective intelligence through complexity, chaos, and calm. The More Effect distills 25 years of operational know-how and modern research into a concise, story-rich playbook you can
finish on a flight and reference for a lifetime.
Learn more and Pre-order here.