Brian Coffin Email and Phone Number
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Over the past 15+ years, I have gained extensive experience in driving analytics-based global customer success strategy and next-generation customer service/support capabilities for Fortune 500 leaders in the retail/e-commerce sector (such as Amazon and Safeway).Career Impressions:★ Established and grew Amazon’s Account Health Service (AHS) organization from the ground up to 1.4K+ personnel, driving $2.3B+ in sales cost avoidance out of 6 global sites in India, Japan, the Philippines, Singapore, Spain, and the US.★ Effected continuous process improvements via AHS to support Amazon Selling Partners to enhance their operational efficiency, including providing support in 20 languages and implementing automation to deliver a 35% YoY reduction in OPEX.★ Served as an Amazon Bar Raiser, involving active participation in hiring processes for other internal teams as an objective third party and a steward of Amazon’s leadership principles (with 450+ candidates hired or interviewed to date).★ Directed a team of 1K+ personnel at Safeway – including managers, trainers, admin staff, and Mystery Shoppers – in monitoring customer satisfaction metrics while restructuring the Mystery Shopper program to save $2.5M annually.
Amazon
View- Website:
- amazon.com
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- 734811
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Sr. Manager, Program Management (Account Health Support And Audits And Insights)AmazonPhoenix, Az, Us
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Sr. Manager, Program Management (Account Health Support & Audits/Insights)Amazon Apr 2020 - PresentSeattle, Wa, UsProvide strategic direction and leadership for growth initiatives and day-to-day operational management of the AHS division, which focuses on providing personalized technical and operational support to low-risk, tenured Selling Partners.KEY ACHIEVEMENTS★ Built the entire organization from scratch, with full responsibility for, strategic business planning, talent/team development, market expansion, new site selection, policy/ procedure development, risk management, and special projects. ★ Sourced top global talent to grow the team from 0 to 2.1K+ personnel, serving 21+ markets and languages in just 4 years, while fostering staff upskilling and development through high-impact training and mentorship programs. ★ Crafted innovative, partner-centric support initiatives that leveraged Amazon’s best-in-class technological and operational capabilities along with proactive, consultative service to help Selling Partners to resolve account issues and avoid enforcement. ★ Educated and trained Selling Partners to maintain consistency in customer fulfillment standards and the quality of the overall ordering experience between, purchases from Selling Partners and purchases directly from Amazon.
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Manager, Program ManagementAmazon May 2018 - Apr 2020Seattle, Wa, UsStrategized and executed the initial growth phase of AHS, including securing leadership buy-in to expand the program to 5 global sites and 250 personnel and building multiple cross-functional partnerships to help AHS effectively deliver on its mission.KEY ACHIEVEMENTS★ Developed AHS's organizational structure, which included a global integration management team to lead all site operations and a global process team to engage with Policy stakeholders in identifying and supporting sellers facing enforcement.★ Designed and implemented 2 programs – the Seller Experience Program and Employee Experience Program – to ensure empathetic, supportive engagement with sellers and provision of appropriate tooling/support for AHS staff. ★ Drove the proactive dissemination of AHS program information among internal stakeholders at Amazon to update them, on program progress, to identify operational bottlenecks and risk factors, and to execute corrective/preventive actions.
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Sr. Program Manager - Seller PerformanceAmazon Oct 2016 - May 2018Seattle, Wa, UsSpearheaded the planning and implementation of a pilot project (that subsequently grew into the AHS program), focusing on creating a new business model to change Amazon’s interaction patterns with Selling Partners during the enforcement process.KEY ACHIEVEMENTS★ Formulated, presented, and secured approval for an innovative business concept that challenged the status quo on partner engagement by applying an empathetic conversational approach and appropriately timed partner communications. ★ Created the strategic business plan and operational infrastructure (including SOPs and training) as well as external-facing documentation and messaging for the program.★ Executed the pilot project with a treatment group of Selling Partners, with the program leading to an 80% reduction in enforcements for the treatment group.
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Advisory Board MemberCustomer Experience At Uc Irvine Aug 2021 - PresentIrvine , Ca, Us -
Sr Manager, Customer Support CenterAlbertsons/Safeway Sep 2014 - Oct 2016UsPlayed a critical leadership role in providing comprehensive, data-driven, visually engaging analytics and reporting, to help build a 360° view of the customer experience across 2.4K+ stores in North America (US and Canada) for senior leadership.KEY ACHIEVEMENTS★ Directed a cross-functional team of application developers, business analysts, and report writers in, designing, managing, and streamlining, multiple applications and systems, providing key analytics and insights for the Customer Support Center. ★ Leveraged customer data/analytics insights to measure customer service quality and implement tailored, division-specific solutions to improve customer service and experience (in collaboration with senior leadership at the local level).★ Collaborated cross-functionally with key internal stakeholders across all phases of customer experience improvement projects and analysis initiatives, while facilitating informed strategic decision-making by senior leadership across the organization. -
Director, Retail Services / Retail Service InsightsAlbertsons/Safeway Jun 2006 - Sep 2014UsLed a team of 250+ in capturing, analyzing, and sharing competitive pricing data/trends and shopper experience metrics to inform the development of strategies to improve customer experience and pricing competitiveness across key markets.KEY ACHIEVEMENTS★ Audited and validated pricing data and shopper experience metrics (such as out-of-stock/out-of-code items, quality, freshness, and displays) to generate insights for targeted, customer-centric corporate initiatives.★ Established a small-scale data insights service – Week From Service Insights, LLC – under Safeway to compile pricing data obtained from across the retail network and offer data insights solutions against the competitors. ★ Oversaw all aspects of strategic business planning, leadership development, operational optimization, and succession planning within the Retail Services organization.
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Director, Service AdministrationAlbertsons/Safeway Oct 2003 - Jun 2006UsLed a team of over 1000 personal that included Managers, Trainers, and office administration along with Mystery Shoppers to monitor and track customer experience/satisfaction. Restructured in-house Mystery Shop program saving $2.5M+ annually. Continually develop ways to measure, define, interpret, report, develop and implement strategies to optimize the customer experience. Oversaw a systematic and consistent way to gather data on established operational standards and interpret and report on the findings.
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Regional Manager, Service AdministrationAlbertsons/Safeway Oct 1999 - Oct 2003Us
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Board Of DirectorsToolbank Usa Sep 2012 - Mar 2014Atlanta, Georgia, UsComing Soon...The Phoenix community ToolBank will provide fast and easy access to large volumes of quality tools to impact your charitable cause. Whether you have a few volunteers or a few thousand, your ToolBank is ready to assist and help your cause.
Brian Coffin Skills
Brian Coffin Education Details
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Arizona State UniversityGeneral
Frequently Asked Questions about Brian Coffin
What company does Brian Coffin work for?
Brian Coffin works for Amazon
What is Brian Coffin's role at the current company?
Brian Coffin's current role is Sr. Manager, Program Management (Account Health Support and Audits and Insights).
What is Brian Coffin's email address?
Brian Coffin's email address is br****@****way.com
What is Brian Coffin's direct phone number?
Brian Coffin's direct phone number is (253)-630*****
What schools did Brian Coffin attend?
Brian Coffin attended Arizona State University.
What are some of Brian Coffin's interests?
Brian Coffin has interest in Children, Civil Rights And Social Action, Environment, Human Rights, Animal Welfare, Health.
What skills is Brian Coffin known for?
Brian Coffin has skills like Leadership, Management, Forecasting, Inventory Management, Team Building, P&l Management, Retail, Cross Functional Team Leadership, Training, Customer Service, Profit, Grocery.
Who are Brian Coffin's colleagues?
Brian Coffin's colleagues are Reena Dutta, Mahzama Sara, Luigi Cisaria, Prisca Sapero, Iron Men, Abhijeet Pattnaik, Hemanthraja Hemanthraja.
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