Her Story
About Natalie
Natalie Davis is an accomplished operations and customer escalations leader with more than 26 years of experience in the technology sector. She currently serves as Operations Manager – Customer Escalations at Wag! Group Co. in Scottsdale, Arizona, where she leads initiatives focused on operational excellence, quality assurance, process development, customer escalations, workforce management, and team leadership. Throughout her career, she has held a variety of positions spanning operations, risk management, customer success, retention, sales, and technical troubleshooting. Her experience includes managing complex customer issues, developing operational processes, analyzing performance data, implementing training programs, and collaborating with cross-functional teams to improve efficiency and customer satisfaction.
Prior to her current leadership role, Natalie spent nearly two decades with Comcast, progressing from Customer Service Representative to Retention and Sales Supervisor. During her tenure, she developed initiatives that reduced customer churn, improved retained revenue, coached and developed teams, and supported leadership development programs. She also gained experience in autonomous vehicle operations through a contract role with ICONMA at Cruise, where she supported Autonomous Vehicle Testing Operations, coordinated troubleshooting efforts between operations, engineering, and vehicle technicians, documented diagnostic information, and developed training modules. At Wag! Group Co., she has continued to expand her expertise across quality assurance, inventory management, claims, finance management, debt collection, risk management, process improvement, and customer escalations.
Natalie attributes much of her success to treating others with respect, maintaining a willingness to learn, and remaining open to opportunities for growth. Her leadership philosophy is strongly centered on mentorship, openness, honesty, transparency, and helping people develop. She believes that both positive and negative experiences can provide valuable lessons and encourages the next generation to establish clear goals, remain persistent, and learn from every stage of their journey. Outside of her professional responsibilities, Natalie has contributed to community initiatives through mentoring with Big Brothers Big Sisters, advocating for Internet Essentials, and supporting the Boys & Girls Club. One of her notable career highlights was leading her team through Wag! Group Co.'s public offering and NASDAQ listing during the COVID-19 period.
Her Interview
Ten minutes with Natalie
01What do you attribute your success to?
I attribute my success to treating people the way I want to be treated. That approach has carried me a long way throughout my career. I have also been fortunate to have wonderful bosses and mentors who supported me and helped me grow.
I have always been willing to learn and look for ways to contribute. Even though I did not complete a degree, I have consistently approached my career with a willingness to learn, ask questions, help others, and find ways to make things better.
02What advice would you give to young women entering your industry?
My advice is to map out where you want to be and when you want to get there. Have a clear vision for your goals, but also understand that your path may change along the way.
Learn from every experience, whether it is good or bad. There is something valuable to take away from both successes and challenges. Never give up. There is always a way to get where you want to go; sometimes you simply have to find a different path. Instead of viewing difficult experiences negatively, use them as opportunities to learn, grow, and move forward.
03What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges in my field right now is keeping up with the rapid advancement of artificial intelligence and the evolving challenges surrounding fraud. My team handles fraud-related responsibilities, so staying ahead of new risks and understanding how technology continues to evolve are important priorities.
I also believe there is an opportunity to maintain a stronger focus on the people side of leadership. I am more of a mentoring-type leader, and I feel that this approach has shifted away in many businesses. Technology and operational efficiency are important, but organizations also need to make sure they continue investing in their people, mentorship, and meaningful leadership.
04What values are most important to you in your work and personal life?
The values that are most important to me are treating people the way I want to be treated, being open and honest, and maintaining transparency as much as possible.
I believe these values are important both professionally and personally. They help build trust, strengthen relationships, and create an environment where people feel respected and supported.
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