John S. Email & Phone Number

Austin, Tx, Us

Austin, Tx, Us

New York, Us

-Led a team of over 250 in support of Final Mile delivery, Service and Refurbishment.-Created Peloton's technical knowledge base including troubleshooting flows, repair procedures and illustrations + images across 150+ written articles, ~100 videos and hundreds of images.-Identified, contracted and managed the performance of multiple Final Mile and Service 3PLs supporting North America.-Built and scaled Peloton's certified refurbishment capability with over 210 team members supporting the program which contributed greatly to Peloton's overall revenue stream. -Developed strategies to design and launch novel ways to improve installation and repair capabilities across Peloton's +3M connected fitness subscribers.-Led prototyping of new tooling and software solutions, ranging from specialize hand tools to self installation/diagnostic SW solutions to improve efficiency and accuracy of repairs.

New York, Us

-Led multiple teams to develop a business-focused analytics vision, architecting scalable and reliable solutions, overall leadership, and development of E2E supply chain analytics.-Drove productivity across all Peloton facilities (DCs + Final Mile) via centralized operations for labor planning, building engineering, facilities management and package engineering.-Optimize end to end global network strategy across manufacturing, buildings, inventory and transportation. (Peloton and 3PLs)

New York, Us

-Led Peloton through severe supply and delivery capacity volatility in FY’22 and still delivered yearly & quarterly commitments to FY guidance. -Created 6 new teams and functions to support a scaling business as Peloton grew to 3M connected fitness subscribers.-Recruited, hired and developed leaders that were focused on developing leaders within their teams, resulting in 22% of team members in an organization of ~80 employees earning promotions in CY21.

New York, Us

-Joined Peloton to lead the organizations scheduling and delivery capacity strategy as the business scaled from $714M to $4.02B in annual revenue. -Developed global strategy for Salesforce Field Service implementation as Peloton transitioned away from a less capable platform to SaaS, moving away from manual scheduling and delivering a +98% self scheduling rate and millions of products into homes and businesses. -Enabled rapid growth (800K -> 3M Connected Subscribers) at Peloton by identifying opportunities to create and fund new teams and functions to support increasingly complex operations and supply chain.

Dallas, Tx, Us

Developed strategic paths to improve customer experience and drive net new subscriptions by leveraging AT&T + Warner Media assets post acquisition.

Dallas, Tx, Us

Identified, developed and drove customer experience improvements across AT&T IP Broadband, Mobility and DirecTV groups. Responsibilities:-Removed complexity from customer interactions to increase NPS and reduce churn.-Developed journey mapping and recommendations to enhance customer experience across retail, call centers and online channels. -Identified key stakeholders and developed overall strategy for execution of high value projects and programs.-Defined scope and objectives, then managed the activities of project teams.

Dallas, Tx, Us

Direct support for Vice President, Digital Life.Accomplishments & Responsibilities:-Achieved 4th place in industry subscribers while continuing to be the Net Add leader in the residential security space. Q3, 2016-Represented a business unit of ~500 employees, providing a front door for requests, headcount approvals and planning.-Responsible for communications strategy including content creation for all employee town halls, leadership meetings and operational reviews with audiences ranging from C-suite leaders to front line managers. -Drove decisions in an environment of constant change while balancing multiple priorities including competitive pressures, fluctuating revenue streams, financial limitations, engineering and service requirements while incorporating capital and expense budget pressures.

Dallas, Tx, Us

Led a teams of 13 reports -Provided 24/7 support for AT&T Executives, Officers, and VIPs. -Resolved escalations and disputes requiring cross-functional collaboration across the Office Of The President, Legal and Customer Retention teams. Accomplishments & Responsibilities: -Identified, tracked and reported top experience opportunities to senior leadership resulting in numerous improvements to the platform. -Delivered a 99% resolution rate for customer escalations.-Developed and launched a customer move and transfer of billing responsibility process which required translating complex systems and processes into clear requirements, technical solutions and documentation that would later roll out to all of AT&T Digital Life.

Dallas, Tx, Us

Led two teams consisting of 6 vendor managers that oversaw multiple vendor dispatch centers and field technician capacity across 78 US markets. I also led technology strategy across dispatch and scheduling systems.Accomplishments & Responsibilities: -Designed and delivered 23 development enhancements to AT&T's dispatch and routing system. (routing optimization, dynamic appointment refresh, dispatch zone mapping, automated ticket creation...) resulting in a 10% increase to installation capacity without adding a single additional resource. -Increased customer appointment confirmations by >10% in 2015 through data analysis and confirmation platform development, directly improving installation day efficiencies.-Vendor on-boarding and contract negotiation for onshore/nearshore/offshore suppliers.

Dallas, Tx, Us

Launched Digital Life as a new start up Home Automation and Security offering for AT&T. As Area Manager over Field Operations, I was responsible for launch of service and operational execution across Colorado, Minnesota and Nebraska.Accomplishments & Responsibilities: -Launched and maintained a high performing market area that frequently led the company in quality, customer satisfaction and installation completion rates. -Developed 4 reporting managers and 2 vendors, resulting in a high performing and consistent region.-Worked effectively across geographically dispersed teams by developing mutual trust, utilizing technology and implementation of a consistent business rhythm.-Managed 3PL vendor performance and quality for Colorado, Minnesota and Nebraska through site visits, performance reviews, reporting and development of vendor leadership.

Us

Led Field Services for Geek Squad across multiple retail districts in the Greater New York City and New Jersey areas.Accomplishments & Responsibilities: -Managed a team of 9, directing 182 Geek Squad installation agents across NYC and NJ. -P&L responsibility; identified and eliminated $100k of erroneous reoccurring OPEX within 3 months of starting role. -Reduced labor expenses 10% YoY by simplifying internal training programs.-Front line owner for all Human Resource and Employee Resource needs including staffing, training, performance management, and terminations. -Fleet and asset management for greater NYC Geek Squad field operations

Us

Drove continuous improvements in service quality, process and expense management by regulating Agent capacity, headcount and field assets across a complex service model for Geek Squad's 1,000+ retail locations. Achievements & Responsibilities:-Refined and maintained Geek Squad field services head count models in support of 20,000 Agents.-Improved labor expenses by 10% by collaborating with stakeholders to optimize in-home capabilities while maintaining service levels. -Managed day to day operations, ensuring Geek Squad in-home capacity matched demand. -Identified new service area expansion opportunities through data analysis and mapping.

Us

Technical sales engineering and proposal creation for US operations, ensuring solution selling, deliverable experiences and cutting edge product training was effectively executed by field sales Agents.-Center of Excellence for Geek Squad.-Drove engineering execution across the Magnolia Audio Video, AudioVisions and Geek Squad brands.-Authored, developed and launched Best Buy's first Field Sales Consultant training program for a 400 person specialized sales workforce. (informational video linked below)

Us

Richfield, Minnesota, Us