Troy Gedlinske

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Troy Gedlinske is CDI's Expert in Residence for Customer Service Operations and AI, bringing over 25 years of experience across manufacturing, financial services, and internet retail. He has led global teams in program management, operational analysis, and data support, and held senior leadership roles at organizations including Amazon and Coinbase, where he built and scaled customer service functions across global markets.

Troy holds an MBA from the University of Texas and a BS in Industrial Engineering from Northwestern University. His expertise spans workforce management, BPO strategy, AI-driven CS transformation, and operational excellence — grounding his perspective in the real-world constraints that enterprise CS leaders face every day.

His writing on the CDI blog covers AI strategy for CS leaders, managing risk and quality in AI-assisted operations, and building the organizational flexibility needed to thrive in the new era of AI.