Gary Underhill Email & Phone Number

Gilbert, AZ, US

Greater Phoenix Area

• Responsible for partnering with business owners, product managers, and tech teams to define strategy and requirements-and deliver against them for improving account health and remediation experience for Sellers.
• Owner of multiple VP goals aimed at reducing unnecessary Seller enforcement actions at account or listing level.
• Responsible for associated mechanisms and making tradeoff decisions balancing business needs with known constraints.
• Responsible for policy team partnerships which require ability to influence and gain buy in within ambiguous environment.
• Owns yearly goals planning initiative identification through bottoms up planning in partnership with multiple teams across various orgs.
• Communicates progress to executive leadership through recurring mechanisms and a variety of forums.

Greater Phoenix Area

• Leader of strategic program initiatives for Change Integration Management (CIM) Team. CIM is responsible for partnering with internal and external teams to engage in planning and delivering launch of new processes.
• Lead five mid to Snr. Level Program Managers; achieved top 6% employee feedback rating vs company benchmark.
• Responsible for personal growth and development of Program Managers, ensuring work is scoped accordingly to PM bandwidth and skill, and forward looking organizational planning.
• Ensure that our customer always has a voice the table.

Seattle, Washington, United States

• Ensure leader inspection standards are understood, practiced, and met in according with goal management guidelines.
• Hiring and developing team, including maximum occupancy through engagement, attendance, and day to day management.
• Demonstrating an ability to put team priorities into larger business context and make appropriate trade-offs caused by new or changed business goals and/ or resource constraints.

• Manage complex initiatives, delivering critical solutions, significant improvements, or deprecating processes no longer needed.
• Identify downstream process gaps, collaborate to create Standard Operating Procedure (SOP) and obtain necessary approvals.

Greater Seattle Area

• Launch new site Ops and new lines of business for flexibility and business expansion; manage project implementation and engage with global stakeholders.
• Facilitates ongoing business reviews, audits, and performance mechanisms.
• Support the governance and delivery of strategic plans.
• Provide consulting and training support, value added recommendations to enhance systems, programs, and resolve outsourcing partner issues while encouraging their teams to operate with a sense of independence and.
• Partner with Capacity Planning, Workforce, and Training Delivery Teams to drive site forecast and STF/LTF delivery.

Grand Forks, North Dakota Area

• Manages performance and behavior of 15-25 Associates through effective 1:1 meetings, coaching, and mentorship.
• Conducted standard work including coaching and training associates to help assist in reaching performance targets and career goals.
• Participated in several projects and initiatives within the local site to drive process improvements and organizational health.

Grand Forks, North Dakota Area

• Actively answer associate on site questions for phone, email, and chat channels.
• Coach and develop Associates to increase knowledge acumen for to various Amazon platforms such as Fulfillment by Amazon, Amazon Webstore, and Amazon Feeds.
• Support live Seller escalations for phone and email; collaborate to find acceptable path forward for Seller dissatisfaction instances.
• Drive on site Service Level Agreement goals by ensuring associates have quick and accurate technical support.

Grand Forks, North Dakota Area

• Assisted Sellers with usage of Amazon platform via phone, email, and chat channels.
• Exceeded key performance indicators which measured quality and speed of support.

Grand Forks, North Dakota Area

- Assessed and responded to the needs of 30 residents on the wing-Created, planned, and implemented educational, social, and critical thinking programs- Counseled peers on personal academic, and career concerns.