Michelle Studebaker
Michelle Studebaker is a strategic and results-driven operations executive with over 25 years of experience in customer experience and contact center operations across multiple industries. She began her career in telecommunications, working for regulatory companies and then moving to cell phone providers such as T-Mobile and Nextel. Michelle later transitioned into the tech sector, contributing to companies like Yahoo! and Netflix. About a decade ago, she made a significant career shift into healthcare, leveraging her technology expertise to advance operational efficiency and customer experience. She has since held leadership roles at Kaiser Permanente, Standard Insurance, and currently serves as Director of Customer Experience at CareOregon, where she has led high-performing teams for over five and a half years.
Throughout her career, Michelle has consistently achieved exceptional outcomes by generating innovative solutions to complex challenges and designing key programs that drive organizational performance. She has implemented lean processes that reduced claim processing by 60%, developed customer success strategies that achieved 100% retention, and executed outsourcing initiatives that cut wage expenses while supporting business growth. Her expertise spans operations leadership, process design, risk mitigation, strategic planning, and employee engagement, allowing her to deliver measurable improvements in productivity, client satisfaction, and market growth.
A passionate leader and influential communicator, Michelle excels at building strength-focused, high-performance teams that thrive in remote environments. She begins each day with team huddles involving 25-plus team leads and staff, emphasizes relationship-building through one-on-ones with internal teams and stakeholders, and maintains strong vendor partnerships. Her dedication to cultivating capable teams was exemplified when she took a 12-week sabbatical, and her team continued to excel in her absence. Michelle holds a Bachelor of Science in Political Science from the University of Idaho and is a certified trainer in Crucial Conversations and LEAN methodologies, making her a trusted leader in marrying technology with people to drive operational excellence.
• University of Idaho - BS, Political Science
• Innovator Award from Frost & Sullivan
• Super Ace Award (Top 5% of Employees at CareOregon for 2024)
What do you attribute your success to?
I honestly attribute my success to really strong female leaders and mentors throughout my career. I never realized the importance of mentors early in my career, but when you start seeking that out and having those relationships, you realize how incredibly powerful they are, especially when you have somebody who is willing to give you very direct feedback, but also put you in spaces that traditionally maybe you wouldn't have put yourself. I had two mentors who helped me see what was possible for a woman and how to show up in those spaces, and they really helped me take huge steps that I don't think I could have done without them.
What’s the best career advice you’ve ever received?
The best career advice I’ve ever received came from the strong female leaders and mentors who have guided me throughout my career. They encouraged me to step into leadership roles, provided honest feedback and guidance, and helped position me for new opportunities and growth. Their support and insight were instrumental in shaping my leadership style, strengthening my confidence, and guiding the trajectory of my career, and I continue to draw on the lessons they taught me as I lead teams and develop others.
What advice would you give to young women entering your industry?
I spent way too long being quiet, thinking I didn't necessarily have a place at the table, and I allowed my accomplishments and my ideas to be overshadowed by others sitting at the table. What I would say is don't listen to the voices telling you to be quiet. Find your voice, know how to show up, and participate. I'm happy this is starting to change, but for too long women have stayed in the background when they had valuable contributions to make.
What are the biggest challenges or opportunities in your field right now?
The biggest challenge right now is keeping up with the pace of technology. It's moving so fast that I don't know that I do keep up with it fully. The speed of technological change, especially in areas like AI and contact center operations, is both an opportunity and a challenge for anyone in customer experience today.
What values are most important to you in your work and personal life?
The values most important to me in both my work and personal life are leadership, mentorship, collaboration, and continuous improvement. I am passionate about empowering others to succeed, creating environments where people feel supported and heard, and balancing performance with a people-first approach to leadership. These values guide the way I lead teams, develop talent, and approach challenges, ensuring that both results and relationships thrive.