HALEY JACOBSON
Bozeman
Summary
People-oriented operations and customer experience professional with a creative, systems-minded approach and strong attention to detail. Experienced in coordinating cross-functional communication, maintaining organized documentation, and supporting teams in fast-paced environments. Known for clear communication, sound judgment, and the ability to create structure that helps teams stay aligned and focused on high-impact work.
Overview
15
15
years of professional experience
Work History
Customer Experience Specialist II
onX Maps
Missoula, MT
08.2024 - Current
- Deliver technical and billing support across multiple SaaS products, resolving 150-300 weekly customer inquiries via email, phone, and SMS while maintaining a 97% customer satisfaction rating and 85% one-touch resolution rate.
- Serve as Backcountry Subject Matter Expert, partnering with Product and CX leadership to translate product updates, document known issues, and maintain internal knowledge bases and training materials
- Utilize Atlassian tools including Jira, Amplitude, and Confluence to document customer issues, track feature requests, and communicate insights that support product improvements and internal alignment
- Maintain organized workflows and documentation while managing high contact volume, consistently meeting response-time KPIs in a fast-paced environment
- Educate customers with a wide range of technical abilities on product capabilities and best practices, helping users maximize value and confidence in onX tools
- IIdentify and communicate customer trends and feature feedback to internal teams, contributing insights that support product improvements and company OKRs
Photographer
Self-Employed
Bozeman, MT
09.2011 - Current
- Built and managed an independent photography business, overseeing client communication, scheduling, contracts, and project coordination
- Plan and coordinate photoshoots from start to finish, including scheduling, location scouting, timeline management, and creative logistics
- Manage multiple client projects simultaneously while maintaining organized workflows, clear communication, and timely delivery of final products
- Collaborate with clients to understand goals and expectations, ensuring smooth execution and a positive client experience
- Produce professional photography for restaurants and small businesses used in marketing and digital platforms
Bartender and Barista
Tres Bonne
Missoula, MT
11.2023 - 07.2024
- Delivered high-quality guest service in a fast-paced restaurant environment, managing multiple orders and priorities while maintaining a welcoming and professional atmosphere
- Built strong relationships with guests by anticipating needs and providing thoughtful, personalized service
- Maintained organized workstations and coordinated with kitchen and service staff to ensure efficient and seamless operations
Bartender
The Elm
Bozeman, MT
04.2021 - 08.2023
- Provided exceptional guest service in a high-volume venue while balancing multiple priorities and maintaining attention to detail
- Communicated effectively with team members and guests to ensure smooth service and a positive customer experience
- Managed bar inventory, ensuring optimal stock levels and minimizing waste.
- Maintained organized bar operations while managing orders, payments, and inventory during busy events and performances
Glamping Manager and Butler
The Resort at Paws Up
Greenough, MT
07.2015 - 08.2019
- Coordinated detailed guest itineraries including activities, dining, transportation, and daily schedules to support multi-day luxury stays
- Managed complex schedules for staff and camp operations while adapting to changing guest needs and timing
- Served as a central communication hub between guests, camp staff, and resort departments to ensure logistics, timing, and service expectations remained aligned
- Trained and supervised staff while maintaining high standards for guest service and operational organization
- Managed purchasing and inventory for camp bar and hospitality services including beer, wine, and spirits
- Designed customer-facing cocktail and service menus, translating offerings into clear, visually organized materials for guests and staff
- Improved internal processes for scheduling, staff training, and operational organization
Education
User Experience Design Immersive -
General Assembly
Remote09-2023
Bachelor of Fine Arts - Photography, Media Art
University of Montana
Missoula, MT05-2016
Skills
- Executive & Administrative Support
- Calendar and Schedule Coordination
- Meeting Planning, Agendas, and Follow-Ups
- Travel Planning and Itinerary Coordination
- Cross-Functional Communication
- Operational Coordination & Workflow Management
- Documentation & Knowledge Base Management
- Customer Experience Operations
- Process Improvement & Problem Solving
- Client & Stakeholder Communication
Timeline
Customer Experience Specialist II
onX Maps
08.2024 - Current
Bartender and Barista
Tres Bonne
11.2023 - 07.2024
Bartender
The Elm
04.2021 - 08.2023
Glamping Manager and Butler
The Resort at Paws Up
07.2015 - 08.2019
Photographer
Self-Employed
09.2011 - Current
Bachelor of Fine Arts - Photography, Media Art
University of Montana
User Experience Design Immersive -
General Assembly