Jennifer Watson Email and Phone Number

Regional Director of Operations Jan 2008 – Sept 2019• Led explosive growth of NYC/North & Central Jersey regions, including opening 15 stores, revitalizing 2 distribution centers, and increasing delivered sales from $55M to $300M, while establishing the customer experience as the foundation of everything.• Led NYC/NJN/NJC regions to consistently achieve company best critical success indicator performance, including safety, delivery success, returns, inventory accuracy and shrinkage. Earned multiple annual awards for best overall performance.• Developed 6-day and 7-day operation models to better utilize fixed assets, improve product flow, and increase delivery capacity to meet customer demand.• Primary facilitator of two best practice programs, which rolled out new practices to be used throughout the entire company.• Established leadership pipeline process to foster team member development and provide for succession management, which increased our internal leadership promotion rate from 45% to 85%. Created a learning environment for leadership development. Developed several managers and directors for the company.• Audited organization engagement, associate development, and safety initiatives to ensure organizational health. • Verified all OSHA and DOT safety targets were being met and surpassed. Region consistently improved year over year and set the bar for the rest of the company.• Introduced and educated leadership teams on TMS technology to optimize inventory and delivery visibility and efficiency. Developed and rolled out new customer delivery experience soft skill, interactive, and role play training to be used company-wide for increased customer engagement.

• Developed delivery leadership team to provide succession management for internal promotion rate. Developed many supervisors and managers for the company.• Led the region to achieve market and company bests performance, including significant reduction in home damage costs, a decrease in workplace injuries, and an increase in the delivery success percentage, while establishing the foundation of success is the customer experience. Saved $11k in home damage costs. Improved customer delivery satisfaction percentage 2.8%.• Audited the routing of driver assignments for entire region of Southern New Jersey, Philadelphia, and Delaware. Identified inefficiencies and implemented new processes to optimize timing and routing the delivery assignments, resulting in a better customer experience and a more productive and lucrative performance for the company and the associate.• Designed and implemented incentive and encouragement programs to drive performance, foster associate engagement and alignment and promote safety. Many of the programs became company best practices. • Managed the overall maintenance of our fleet of trucks and maintain DOT compliance. DOT violations deceased by 63%.

• Established and implemented processes to achieve inventory accuracy and integrity. Resulting in a cost of savings of $302k in the first year.• Identified inefficiencies in the flow of the operation. Created and implemented new processes, provided training where there were performance gaps, and created incentive and accountability programs. Earned company recognition for overall performance and engagement improvements and saved the company $388k in unsellable product.• Responsible for budget management and asset security and protection. Identified a gap in leadership training on protection of company resources and assets, leadership responsibilities, and how failing to provide protection will affect everyone. Provided education for leadership to address concerns. By year end the operation came in under budget and product handling improved, resulting in a savings $243k. • Created and implemented an intern/apprentice programs for internal growth for key positions. This training initiative helped to develop skills that were in demand for the business and could not be procured from external hiring. It became a company-wide practice that helped saved millions of dollars of product.• Designed and implemented safety trainings for specific positions, material handling equipment, and machines operation to reduce workplace injuries. There was 27% reduction in the first year.• Oversaw maintenance of the building, equipment, and machines. Ensured the warehouse and the equipment were in top shape and operating properly and safely for optimum operation.

• Performed monthly inventories in 8 store locations and a warehouse to maintain inventory accuracy and create tactical plans to address concerns. Earned multiple awards for maintaining 100% inventory accuracy. Many practices were shared company-wide and became best practices. • Created and implemented new parameters and processes for proper identification and handling of compromised product, to reduce unsellable product in each store location. These procedures helped the store warehouse teams to reduce unsellable product by 13% from the previous year, a savings of over $8k.• Conducted new store opening load in and set up. Kept log of all inbound and outbound product and supplies ensuring total accuracy. Helped merchandise the product to create the best customer experience.• Monitored each location for maintenance and appearance concerns and acted appropriately. Ensured all concerns were addressed and reviewed before signing off on completed on invoices.• Corresponded with product manufacturers regarding defect issues, factory returns, factory-authorized credits, and part procurement. Reducing costs to the company for product repair/replacement, unnecessary part replacement, and transportation.

• Managed customer resolution interactions to enhance the shopping experience. Helped to improve customer satisfaction scores in the region and saw an 18% improvement within the first 6 months.• Created and managed budget for supplies, scheduling and payroll. Year over year came in under budgets. • Managed and worked customer satisfaction reports. Identified communication issues in the sales process and order processing and created trainings to address concerns. Order accuracy improved 34% in the first year.