Devin Finlay is a seasoned Customer Care Executive and Principal Consultant with over 25 years of experience leading transformational change and driving operational excellence across a variety of industries. With a strong focus on optimizing outsourced strategies, call center technologies, and operational efficiencies, Devin has a proven track record of scaling customer support operations, improving service delivery, and aligning customer care with overall business objectives.
Currently serving as the Director of Customer Care at LaunchPad Home Group, Devin is responsible for overseeing client care and customer operations across multiple acquisitions. In this role, he has led the design and execution of contact center strategies that have significantly reduced operational costs while enhancing customer satisfaction. His leadership has been instrumental in driving data-driven initiatives aimed at improving the overall customer experience, streamlining processes, and ensuring service excellence across diverse regions. Through strategic planning and operational innovation, Devin has successfully transformed customer care operations to better serve LaunchPad Home Group’s expanding portfolio.
Before joining LaunchPad, Devin served as the Head of BPO Operations at Hotel Engine, where he reengineered the company’s BPO partnerships to achieve full compliance with key performance indicators (KPIs) within just 30 days. His efforts not only resulted in substantial operational cost reductions but also led to significant improvements in service levels, all while consolidating operations and establishing a comprehensive business continuity plan. Devin’s expertise in outsourcing and vendor management was key in driving operational efficiencies and ensuring long-term sustainability for the company.
Devin’s leadership experience spans a wide range of high-profile roles, including his tenure as Vice President of Customer Care at Darwin Homes. There, he was responsible for building and scaling the customer support infrastructure using a global outsourced model. By implementing innovative Contact Center as a Service (CCaaS) solutions, he expanded international support operations and optimized service delivery, which significantly improved customer retention and satisfaction rates.
During his time at Amherst Residential, Devin managed a $7 million customer service budget and played a pivotal role in driving technology investments to enhance the resident experience. He transitioned the company’s customer service function to a 24/7 outsourced model and launched a Voice of the Customer (VoC) program, which provided invaluable data to drive continuous improvements in service delivery. This initiative helped shape the company’s customer care strategy and positioned it as a leader in resident satisfaction within its market.
Devin has also held leadership positions at TurnKey Vacation Rentals and The Honest Company, where he led efforts to expand market operations, optimize BPO strategies, and implement cutting-edge contact center technologies. His work in these roles not only improved client and guest experiences but also generated cost efficiencies that helped support company growth and profitability.
In addition to his corporate roles, Devin is the Founder and Principal Consultant at TrueNorth Advisory Group, a consulting firm focused on helping organizations optimize their contact center operations and improve operational efficiency. He has guided numerous clients through RFP processes, CRM solution implementations, and strategic cost-saving initiatives that have had lasting positive impacts on customer satisfaction and business performance.
Devin’s expertise in customer care and BPO strategy has made him a trusted advisor for organizations seeking to improve service delivery while maintaining cost efficiency. His leadership, strategic vision, and ability to drive operational improvements have earned him a reputation as a forward-thinking executive who delivers results in complex, fast-paced environments.
Devin holds a degree in Business Administration and Human Resource Management from Algonquin College. He has also gained valuable international exposure throughout his career, with experience working in regions such as Latin America, the Philippines, and South Africa. Fluent in English, he has built an extensive professional network and has established himself as a thought leader in customer care operations.
Outside of his professional work, Devin has served as an advisor for the University of Houston’s Customer Experience Program, contributing his expertise to the development of future leaders in customer service. As he continues to expand his influence in the customer care field, Devin remains committed to delivering value-driven work and driving the next generation of customer service excellence.
Character
Devin Finlay is a results-driven executive with a strong reputation for integrity, leadership, and a commitment to delivering exceptional customer care solutions.
Knowledge
With over 25 years of experience, Devin has extensive expertise in optimizing BPO strategies, call center technology, and operational efficiencies across diverse industries.
Strategic
Devin consistently aligns customer support strategies with overall business objectives, driving operational efficiencies and cost reductions while enhancing customer satisfaction.
Communication
Known for his ability to lead through clear communication and data-driven insights, Devin excels in collaborating with stakeholders to improve service delivery and customer experience.
