CX | OPS INTELLIGENCE
For DTC + OMNI-CHANNEL CONSUMER BRANDS
From ad to delivery to the product in your customers hands, an expectation was set
.
EST. 2026
Assess
Fix
Embed
Manage
CX | OPS INTELLIGENCE
For DTC + OMNI-CHANNEL CONSUMER BRANDS
From ad to delivery to the product in your customers hands, an expectation was set
.
EST. 2026
Assess
Fix
Embed
Manage
We build systems, fix processes, and lead teams to find what’s costing you customers and profit.
We build systems, fix processes, and lead teams to find what’s costing you customers and profit.
BLACKLIGHT CX
Operational truth, made visible.
BLACKLIGHT CX
Operational truth, made visible.
SELECTED WORK
NEW BUILDS TURNAROUNDS LEADERSHIP
Solutions
CX + OPS, CONNECTED
From signal to operating impact.
WE FIND WHATS BROKEN.
THEN WE FIX IT.
Solutions
WE FIND WHATS BROKE.
THEN WE FIX IT.
Solutions
CX + OPS, CONNECTED
From signal to operating impact.
WE FIND WHATS BROKEN.
THEN WE FIX IT.
Assess + Diagnose
We connect customer signals to root cause, accountable owner, and measurable business impact.
KPI Baselines
Contact Driver Analysis
Journey and Workflow Mapping
Cost-to-Serve Analysis
CX-to-Ops Root Causes
Prioritized Roadmap
We connect customer signals to root cause, accountable owner, and measurable business impact.
KPI Baselines
Contact Driver Analysis
Journey and Workflow Mapping
Cost-to-Serve Analysis
CX-to-Ops Root Causes
Prioritized Roadmap
Assess + Diagnose
We connect customer signals to root cause, accountable owner, and measurable business impact.
KPI Baselines
Contact Driver Analysis
Journey and Workflow Mapping
Cost-to-Serve Analysis
CX-to-Ops Root Causes
Prioritized Roadmap
Operator Proof
OPERATOR EXPERIENCE
Operator experience, applied to customer systems, workflows, teams, and measurable outcomes.
WE KNOW THE WORK
BECAUSE WE’VE OWNED IT.
Our operators have led CX, operations, production, supply chain, fulfillment, marketing, finance and technology from supervisor through founder and executive roles. So when customer friction points upstream, we know where to look, who should own it, and how to fix it.
Operator Proof
WE KNOW THE WORK
BECAUSE WE'VE OWNED IT.
Our operators have led CX, operations, production, supply chain, fulfillment, marketing, finance and technology from supervisor through founder and executive roles. So when customer friction points upstream, we know where to look, who should own it, and how to fix it.
Operator Proof
RESULTS FROM THE WORK
Built in the work. Measured in the outcome.
WE KNOW THE WORK
BECASUE WE'VE OWNED IT.
Our operators have led CX, operations, production, supply chain, fulfillment, marketing, finance and technology from supervisor through founder and executive roles. So when customer friction points upstream, we know where to look, who should own it, and how to fix it.
OPERATOR EXPERIENCE
FROM OUR BUSINESS TO YOURS
FROM OUR BUSINESS TO YOURS
FROM OUR BUSINESS TO YOURS
Our leadership has built and repaired CX operations inside fast-moving brands—lowering cost, recovering revenue, strengthening teams, and improving the systems behind customer experience.
Our leadership has built and repaired CX operations inside fast-moving brands—lowering cost, recovering revenue, strengthening teams, and improving the systems behind customer experience.
Our leadership has built and repaired CX operations inside fast-moving brands—lowering cost, recovering revenue, strengthening teams, and improving the systems behind customer experience.
BLΛCKLIGHT
ACCESS
ROLE
CX + OPERATIONS
EMBEDDED PARTNER
CX | OPS
BLΛCKLIGHT
ACCESS
ROLE
CX + OPERATIONS
EMBEDDED PARTNER
CX | OPS
INCREASED LOYALTY + LTV
GTM support, FAQ's, offer clarity, social support
RETENTION | MARKETING
CONTROLLED MARGIN LEAKAGE
SLA miss, Incorrect orders, carrier performance
FULFILLMENT | LOGISTICS
MILLIONS ANNUALIZED SAVINGS
Production issues, traceability, brand defense
PRODUCT | QUALITY
90%+ CHARGEBACK WIN RATE
Payments, refunds, chargebacks, fraud
E-COMMERCE | RETAIL
We take on fewer projects.
We take on fewer projects.
Each one gets full attention.
Each one gets full attention.
Results built inside fast-moving brands where customer experience, marketing, retention, sales, fulfillment, product, QA, developers, workforce, and finance all had to move together. We bring high-impact operator discipline to every engagement.
Results built inside fast-moving brands where customer experience, marketing, retention, sales, fulfillment, product, QA, developers, workforce, and finance all had to move together. We bring high-impact operator discipline to every engagement.
How We Work
FROM SIGNAL TO IMPACT
Evidence first. Action next.
WE DON'T START
WITH ASSUMPTIONS
How We Work
WE DON'T START
WITH ASSUMPTIONS
How We Work
FROM SIGNAL TO IMPACT
Evidence first. Action next.
WE DON'T START
WITH ASSUMPTIONS
Assess
We establish the operating baseline across customer signals, workflows, ownership, and economics.
Timeframe
5–10 business days
Baseline performance
Map customer signals
Quantify operational cost
Root Cause
We connect recurring customer friction to the process, policy, product, or partner causing it.
Timeframe
1–2 weeks
Trace root causes
Identify accountable owners
Prioritize business impact
System Fix
We redesign the workflows, policies, tools, and controls behind the customer experience.
Timeframe
2–6 weeks
Redesign workflows
Define service standards
Build the measurement plan
Embed + Own
We put the new operating model into daily practice with clear accountability and enablement.
Timeframe
4–12 weeks
Launch priority changes
Enable teams and partners
Establish governance
Data + Outcome
We measure the result, strengthen weak points, and keep the operation aligned as the business scales.
Timeframe
Ongoing
Measure outcomes
Coach and calibrate
Optimize continuously
Assess
We establish the operating baseline across customer signals, workflows, ownership, and economics.
Timeframe
5–10 business days
Baseline performance
Map customer signals
Quantify operational cost
Root Cause
We connect recurring customer friction to the process, policy, product, or partner causing it.
Timeframe
1–2 weeks
Trace root causes
Identify accountable owners
Prioritize business impact
System Fix
We redesign the workflows, policies, tools, and controls behind the customer experience.
Timeframe
2–6 weeks
Redesign workflows
Define service standards
Build the measurement plan
Embed + Own
We put the new operating model into daily practice with clear accountability and enablement.
Timeframe
4–12 weeks
Launch priority changes
Enable teams and partners
Establish governance
Data + Outcome
We measure the result, strengthen weak points, and keep the operation aligned as the business scales.
Timeframe
Ongoing
Measure outcomes
Coach and calibrate
Optimize continuously
Assess
We establish the operating baseline across customer signals, workflows, ownership, and economics.
Timeframe
5–10 business days
Baseline performance
Map customer signals
Quantify operational cost
Root Cause
We connect recurring customer friction to the process, policy, product, or partner causing it.
Timeframe
1–2 weeks
Trace root causes
Identify accountable owners
Prioritize business impact
System Fix
We redesign the workflows, policies, tools, and controls behind the customer experience.
Timeframe
2–6 weeks
Redesign workflows
Define service standards
Build the measurement plan
Embed + Own
We put the new operating model into daily practice with clear accountability and enablement.
Timeframe
4–12 weeks
Launch priority changes
Enable teams and partners
Establish governance
Data + Outcome
We measure the result, strengthen weak points, and keep the operation aligned as the business scales.
Timeframe
Ongoing
Measure outcomes
Coach and calibrate
Optimize continuously
WE DON'T SELL A CONVERSATION. WE FIND WHAT IS COSTING YOU MONEY
Every engagement begins with a free 30-minute consultation. No commitment and no pressure.
BLACKLIGHT | CX
QUALIFIED DISCOVERY
WE DON'T SELL A DECK. WE FIND WHAT IS COSTING YOU.
Every engagement begins with a free 30-minute consultation. No commitment and no pressure.
BLACKLIGHT CX
QUALIFIED DISCOVERY
WE DON'T SELL A DECK. WE FIND WHAT IS COSTING YOU.
Every engagement begins with a free 30-minute consultation. No commitment and no pressure.
BLACKLIGHT CX
QUALIFIED DISCOVERY
Operator-Led
BUILT TO IMPLEMENT
Advice with accountability.
THE WORK DESERVES
OWNERSHIP NOT JUST ADVICE.
Blacklight is built around your customer data, not assumptions.
Every engagement stays close to senior operators from diagnosis through execution.
Operator-Led
THE WORK DESERVES
OWNERSHIP
Blacklight is built around the operating system, not the slide deck.
Every engagement stays close to senior operators from diagnosis through execution.
Operator-Led
BUILT TO IMPLEMENT
Advice with accountability.
THE WORK DESERVES
OWNERSHIP NOT JUST ADVICE.
Blacklight is built around the operating system, not the slide deck.
Every engagement stays close to senior operators from diagnosis through execution.
Founder-Led
Each engagement is shaped with direct executive oversight. We stay close to the work through every stage.
Cody Johnson
founder & CEO
OPS + CX EXPERIENCE
Founder-Led
Each engagement is shaped with direct executive oversight. We stay close to the work through every stage.
Cody Johnson
founder & CEO
OPS + CX EXPERIENCE
25+ YRS
CX + Operations
Experience across DTC | CPG, customer intelligence, operations, AI, and systems.
25+ YRS
CX + Operations
Experience across DTC | CPG, customer intelligence, operations, AI, and systems.
Dept Control.
Exec Visibility.
Clear scope. Clear ownership. KPI's and outcomes visible end to end.
Dept Control.
Exec Visibility.
Clear scope. Clear ownership. KPI's and outcomes visible end to end.
SELECTED OPERATING IMPACT
Revenue Leakage
Selected annual impact
Annual loss avoided
$250K/yr
Revenue recovered
+$180K/yr
Revenue Leakage
Selected annual impact
Annual loss avoided
$250K/yr
Revenue recovered
+$180K/yr
Dept Efficiency
Department spend
Contact reduction
45%
Labor & tool spend
20%
Dept Efficiency
Department spend
Contact reduction
45%
Labor & tool spend
20%
Defined assessments, implementation projects, and embedded monthly support.
Defined assessments, implementation projects, and embedded monthly support.
OPERATING PRECISION
We pinpoint what's costing you money, prioritize by expected return, and execute with measurable impact.
OPERATING PRECISION
We pinpoint what's costing you money, prioritize by expected return, and execute with measurable impact.
Annualized Savings
Policy + refund redesign
Find the leaks. Fix the cause. Keep the customer
Annualized Savings
Policy + refund redesign
Find the leaks. Fix the cause. Keep the customer
Operating changes that hold up under growth.
WHAT ARE CUSTOMER CONTACTS ACTUALLY COSTING YOU?
Talk directly with the operators who assess, fix, and actually do the work.
BLACKLIGHT | CX
NEW ENGAGEMENTS
WHAT ARE CUSTOMER SIGNALS COSTING YOU?
Talk directly with the operators who assess, fix, and help run the work.
BLACKLIGHT CX
NEW ENGAGEMENTS
WHAT ARE CUSTOMER SIGNALS COSTING YOU?
Talk directly with the operators who assess, fix, and help run the work.
BLACKLIGHT CX
NEW ENGAGEMENTS
WHAT CLIENTS SAY
WHAT PARTNERS CAN EXPECT
WHAT PARTNERS CAN EXPECT
WHAT PARTNERS CAN EXPECT
Cody and the team at Blacklight blew us away. They designed and built our entire CX dept from the ground up. From org chart, tech stack, work flows, knowlege base and AI. They plugged right into marketing, customer and product teams, to deliver.
NAME
TITLE
BLACKLIGHT CUSTOMER
Review
NAME
TITLE
BLACKLIGHT CUSTOMER
CX review
NAME
TITLE
BLACKLIGHT CUSTOMER
Cool Santa gives us a review
COMPANY
TITLE
BLACKLIGHT CUSTOMER
SIGNAL INTEGRITY
OPERATING PRINCIPLE 01
BLACKLIGHT CX
ACCOUNTABLE OWNERSHIP
OPERATING PRINCIPLE 02
BLACKLIGHT CX
ECONOMIC CLARITY
OPERATING PRINCIPLE 03
BLACKLIGHT CX
DURABLE CHANGE
OPERATING PRINCIPLE 04
BLACKLIGHT CX
Customer feedback matters only when it is connected to the process, policy, product, or partner causing it.
SIGNAL INTEGRITY
OPERATING PRINCIPLE 01
BLACKLIGHT CX
Every root cause needs a named owner, a measurable standard, and a deadline that survives the handoff.
ACCOUNTABLE OWNERSHIP
OPERATING PRINCIPLE 02
BLACKLIGHT CX
CX performance is managed alongside retention, cost to serve, quality, and contribution margin.
ECONOMIC CLARITY
OPERATING PRINCIPLE 03
BLACKLIGHT CX
The work is not finished when the recommendation is delivered. It is finished when the system holds.
DURABLE CHANGE
OPERATING PRINCIPLE 04
BLACKLIGHT CX
Turn Around Case Study
DOCUMENTED OPERATING OUTCOMES
Results, delivered.
WHEN THE SYSTEM IS RIGHT
SO ARE THE NUMBERS
Prior Operator Case Study
WHEN THE SYSTEM IS RIGHT
THE SYSTEM IS RIGHT
Prior Operator Case Study
DOCUMENTED OPERATING OUTCOMES
Documented operating outcomes.
WHEN THE SYSTEM IS RIGHT
THE SYSTEM IS RIGHT
HIGH GROWTH CPG
Inside a high-growth consumer brand, customer operations had outgrown the way work moved across teams. The model was rebuilt around clear ownership, tiered workflows, QA, automation, workforce coordination, and cross-functional escalation, protecting customer trust, retention, cost to serve, and margin while supporting millions of customers.
Measured Impact
Turning customer contacts into profit
First response time reduction
First response time reduction
Customer satisfaction
Customer satisfaction
Quality assurance
Quality assurance
The result was a faster, more consistent customer journey with clear accountability across the business, building brand trust, and protecting repeat revenue.
PRIOR OPERATOR WORK
FOUNDER-LED OPERATORS
The result was a faster, more consistent customer journey with clear accountability across the business, building brand trust, and protecting repeat revenue.
PRIOR OPERATOR WORK
FOUNDER-LED OPERATORS
Engagements
CLEAR SCOPE. CLEAR VALUE.
Start focused. Scale with evidence.
THE RIGHT SCOPE CREATES
THE RIGHT IMPACT
Scope and pricing are defined before work begins.
Scope locked before anything moves.
Engagements
THE RIGHT SCOPE
CREATES
Scope and pricing are defined before work begins.
Scope locked before anything moves.
Engagements
CLEAR SCOPE. CLEAR VALUE.
Start focused. Scale with evidence.
THE RIGHT SCOPE
CREATES
Scope and pricing are defined before work begins.
Scope locked before anything moves.
$5,000
Duration: PROJECTA focused assessment for leaders who need clarity before investing in a larger transformation.
iFixed scope. No automatic renewal.$15,000
Duration: PROJECTA scoped implementation for fixing workflows, quality, automation, reporting, or operating structure.
iFixed scope. No automatic renewal.$12,500
Duration: MONTHLYOngoing senior CX and operations leadership for businesses that need execution, accountability, and scale.
i30-day notice after initial term.NOT SURE WHERE TO START?
A free consultation will clarify problems, level of impact, and next steps.
BLACKLIGHT | CX
NEW ENGAGEMENTS
NOT SURE WHERE TO START?
A free consultation will clarify the problem, urgency, and most responsible next step.
BLACKLIGHT CX
ENGAGEMENT DESIGN
NOT SURE WHERE TO START?
A free consultation will clarify the problem, urgency, and most responsible next step.
BLACKLIGHT CX
ENGAGEMENT DESIGN
FAQ
CLEAR ANSWERS
What to expect.
WHAT YOU NEED TO KNOW
FAQ
WHAT YOU NEED TO KNOW
FAQ
CLEAR ANSWERS
What to expect.
WHAT YOU NEED TO KNOW
Have queries?
Need help?
What to expect.
Start with a free 30-minute consultation. We confirm the business problem, urgency, fit, and the most responsible next step. If there is a fit, scope and pricing are documented before work begins.
Blacklight is designed for growing DTC and CPG brands, typically from $1M to $350M in annual revenue, with meaningful customer contact volume or operational complexity.
We work across customer operations, retention, quality, workforce, fulfillment, payments, AI, automation, BPO oversight, and the operating systems that connect them.
A defined diagnostic typically includes KPI baselines, contact-driver analysis, workflow and ownership mapping, cost-to-serve analysis, root-cause findings, and a prioritized roadmap.
Senior operators remain close to the work from diagnosis through implementation. Specialist support is added only when the scope requires it.
Defined diagnostics and implementation projects use a fixed scope and starting price. Embedded leadership and managed support are scoped monthly. Final pricing depends on complexity, access, and execution requirements.
Yes. A focused assessment is the recommended starting point when the problem, priority, or required level of investment is not yet clear.
Start with a free 30-minute consultation. We confirm the business problem, urgency, fit, and the most responsible next step. If there is a fit, scope and pricing are documented before work begins.
Blacklight is designed for growing DTC and CPG brands, typically from $1M to $350M in annual revenue, with meaningful customer contact volume or operational complexity.
We work across customer operations, retention, quality, workforce, fulfillment, payments, AI, automation, BPO oversight, and the operating systems that connect them.
A defined diagnostic typically includes KPI baselines, contact-driver analysis, workflow and ownership mapping, cost-to-serve analysis, root-cause findings, and a prioritized roadmap.
Senior operators remain close to the work from diagnosis through implementation. Specialist support is added only when the scope requires it.
Defined diagnostics and implementation projects use a fixed scope and starting price. Embedded leadership and managed support are scoped monthly. Final pricing depends on complexity, access, and execution requirements.
Yes. A focused assessment is the recommended starting point when the problem, priority, or required level of investment is not yet clear.
Start with a free 30-minute consultation. We confirm the business problem, urgency, fit, and the most responsible next step. If there is a fit, scope and pricing are documented before work begins.
Blacklight is designed for growing DTC and CPG brands, typically from $1M to $350M in annual revenue, with meaningful customer contact volume or operational complexity.
We work across customer operations, retention, quality, workforce, fulfillment, payments, AI, automation, BPO oversight, and the operating systems that connect them.
A defined diagnostic typically includes KPI baselines, contact-driver analysis, workflow and ownership mapping, cost-to-serve analysis, root-cause findings, and a prioritized roadmap.
Senior operators remain close to the work from diagnosis through implementation. Specialist support is added only when the scope requires it.
Defined diagnostics and implementation projects use a fixed scope and starting price. Embedded leadership and managed support are scoped monthly. Final pricing depends on complexity, access, and execution requirements.
Yes. A focused assessment is the recommended starting point when the problem, priority, or required level of investment is not yet clear.
HAVE A SPECIFIC QUESTION OR PROBLEM?
Bring em on. Our superpower is fresh eyes and industry specific expertise. We add clarity and outcome-driven solutions to any problem.
BLACKLIGHT | CX
INITIAL CONSULTATION
HAVE A SPECIFIC OPERATING QUESTION?
Bring the problem. We will help clarify whether Blacklight is the right next step.
BLACKLIGHT CX
INITIAL CONSULTATION
HAVE A SPECIFIC OPERATING QUESTION?
Bring the problem. We will help clarify whether Blacklight is the right next step.
BLACKLIGHT CX
INITIAL CONSULTATION