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Mary Langford, MBA, currently serves as the Sr. Director of Contact Center Operations at Golden Customer Care®, a position held since March 2024. Previously, Mary held significant roles in customer service leadership, including Head of Customer Care at Petco, where notable accomplishments included leading the transition to a nearshore service model and implementing major technology solutions that boosted appointment booking rates and revenue. As Vice President of Customer Experience at The Bouqs Company, Mary achieved key performance indicators for major revenue events and streamlined operational support. Other leadership roles include Vice President of Customer Care at DogVacay, Director of Member Care at HauteLook, and Director of Customer Care at Pet360. Mary began career development in care operations with Helio/Virgin Mobile/Sprint. Educational qualifications include an MBA in Management from California State University, Long Beach, and a BA in Psychology from Loyola Marymount University.