Elevating and empowering the customer experience through increased investments in Support education, AI enablers, process improvements, and agent incentives. Remit includes strategic transformation and maturation of Support across ~300 global team members to provide industry leading FRT, TTR, and CSAT results. Converted the Support function from cost center to profit center and driving significant market differentiation and revenue leading services.

At Smartsheet support, we empathize and empower others with expert engagements. We are the first line of response for customers and colleagues to fix issues, share best practices, and advocate for users. With more than 300 support colleagues around the world, we help resolve Smartsheet issues and enhance your experience of the #1 collaborative work management tool in the world.

Lead global accounting adoptions across GAAP and IFRS standards in North America and Europe. Implement PMO governance and standards utilizing best in class digital collaboration and accountability tools and methodologies.• Implemented ASC 842 lease standard across all business units; leveraging 30 projects, 264 people, and 48 global locations. Achieved 99.9% accuracy at go-live a full month before compliance due date. Managed Deloitte, KPMG, and Internal Audits successfully to meet 10K – SAB74 filing timing and accuracy• Transformation lead for Universal PMO Governance adoption; covering all business, IT and transformation projects regardless of project size of delivery methodology. Implemented real-time digital collaboration, standardized metric accountability, and overall portfolio optimization

Lead Agile and Innovative projects specific to land-based lobster aquaculture and economic modeling. Challenge global scientific expertise to revise assumptions, adopt technology, and achieve thresholds in a recirculating aquaculture system.• Reduced operating costs by 80%+ by eliminating water exchange. Created sustainable sterile environment that reduces infrastructure footprint by 50% and eliminates waste water discharge by 98% through technology adaptation, standardized operating procedures, and manufactured feed introduction• Dramatically increased yield from 2% to >30%. Used AGILE approach to quickly optimize and prototype hatcheries to manufacture a high intensity hatchery system; in progress of increasing yields >50%

• Hand selected to lead global finance, accounting, supply chain and inventory transformation across ERP design and implementation; delivering operational processes, standards, and global resource re-organization and training.• Led global ERP transformation; WMS, TMS, Procurement, MDM, Fixed Assets, and Accounting. • Completed global adoption of new systems and 106 SOP’s across 25+ countries and 6 languages, implementing global support, online knowledge library, and consistent KPI’s• Spearheaded P2P spend onto the ERP platform; improving P2P spend visibility from 30% to over 95% and reducing frivolous spending on average $600,000/mos• Worked with engineers and MDM to redesign over 16,000 item files and increase accuracy from <5% to >98%• Streamlined vendor engagement with ARIBA, vendor score carding, and renegotiated contracts, reducing DC footprint by 50% and implementing JIT throughout the entire value chain• “James is great at transforming teams into high performing contributors with clear expectations” CFO APR Energy

Chosen by ASDA COO to implement the modern PMO, dramatically increase project delivery, and generate consistent KPI reporting to be used as a single source to manage all the business. Duration 2 years as Expat in UK.• Established PMO by establishing terms of reference for authorities and scope for each decision maker based on project stage and decision cost, resulting in faster consistent decisions. • Designed and published weekly and monthly KPI reports covering all IT performance against service levels, resource effectiveness, project health, finances, and business engagement; improving project delivery by 44% and reducing expenses by 25%• Instituted PMO best practices across Walmart Home Office and 13 international markets by establishing monthly PMO forums, training CIO’s, CFO’s, and PMO leads, and showcasing methodologies in the US and at global CIO summits, delivering 600+ project synergies• “I always want James in front of the Executive Steering Committee; he exhibits confidence and trust; always bringing calmness and collaboration across the portfolio” COO Walmart Market

Promoted to develop international trust and collaboration between the IT Home Office and market IT departments across 13 countries, leading to direct responsibility for 200+ projects in distress• Established global shared portfolio assessment by collating 1,800+ annual project requests, consolidating requirements, building synergies, obtaining estimates, and prioritizing based on shared global impact• Guided annual budgeting of international market demand with strong involvement with international CIOs and CFOs. Delivered portfolio $300M budgets accurately and on time• Facilitated vendor and partner negotiations for increases in SME availability, reduced cost, and development resources, enabling consistent project and quality delivery• Recovered 200+ projects in distress through AGILE techniques, including projects such as Brazil Tax(35k hrs) in 3.5 months, Apparel Assortment Planner($35M) stuck for 6 months, and Hyperion global rollout

Oversaw the redesign of business and IT processes for global direct importing and exporting of perishable and dry food.• Successfully collaborated with 200+ functional SMEs across 16 departments to reduce new item development from 12 months down to 3• Implemented a complete IT and business process solution across Walmart Home Office as well as Supplier Summits around the world, resulting in targeted savings >$30M/yr