John Sturm Email & Phone Number

Menlo Park, Ca, Us

Menlo Park, Ca, Us

Global Director of Customer Service, Customer Experience and Reverse Logistics in the Meta Reality Labs Division

Framingham, Massachusetts, Us

Global Director of Customer & Digital Service and Customer Experience teams

Chicago, Illinois, Us

Focusing on improving customer care and providing a consistent experience across customer touch points in Service, Repair and Customer Care, developed and implemented strategies to ensure continued business growth. Led an 8-person global management team to provide IT Service & Repair, Reverse Logistics, Operations and Solution Delivery for 2,000+ call center and repair staff and support sales and distribution in 61 countries in North America, Latin America, Asia Pacific and EMEA.Oversaw the global operation and effectiveness of 6,000+ Service Centers, 9 Major Repair Facilities and 9 Call Centers, repairing 35K devices monthly. Developed and managed a $200M P&L for an extended onshore/offshore/FTE delivery team of 60+, supporting global project and operations delivery, including Oracle EBS, Oracle Service Cloud, IVR, CTI and bespoke service and repair platforms. Led the pilot of a new inventory management plan and exceeded projected turnaround times by 30+%, achieving payback in less than 6 months. Also developed a new deflection strategy that increased customer use of web portals by 30% and decreased call center volume by 20%.

Us

Set the strategic direction and facilitated tactical delivery of the Application Development organization focused on the customer experience. Leading a team of 5 Managers and 40 staff members, ensured support of 3,000 agents in 6 call centers in 2 languages and managed $9M P&L in a fast-growth work environment. Coordinated an effective blend of technologies, including IVR, CTI, CRM, Knowledge Management, Document Management, Quality Management, eWFM and Campaign Management. Achieved operational savings of $15M through innovation and technology enhancements using an authentication and containment delivery strategy, eService/Self-service applications and optimized call handling. Led implementation of new hardware and software to support self-service, reducing the average call handling time by 25%.I joined Catamaran as a Consultant, serving as Acting Director, Member Services, where I led the company’s $18M Rx Member Services Unified Program and 50+ cross-functional and third-party team members. I created and implemented strategies to standardize the member experience across technology platforms, create supporting business processes, customize technologies and migrate from legacy applications. I transitioned from Consultant to full time employee as Director in 2013.

I provided consulting services to support the technology and service needs of various clients. I served as Senior IT Program Manager, Rackspace Hosting, where I implemented a partner channel sales CRM solution (salesforce.com) to enable effective tracking and management of sales leads. I also drove the design of a $3.5M IT Project Management Office and developed a governance model, standards, processes and reporting mechanisms to ensure success. I managed 9 RFQ responses, including IT efforts for vendor evaluation, selection, migration planning and delivery of an enterprise billing transformation using Oracle eBRM and EBS.I served as Project Manager, Business Incubator, for the Microsoft Online Services Team and as Manager, NextGen Programs and Billing Operations and Program Manager for Enterprise IT for T-Mobile USA. I managed a $20M next generation billing implementation and migration program for T-Mobile, changing from an existing Convergys Infinys system to an Amdocs CES 7.5 platform. I coordinated the analysis and preparation of RFPs, RFIs and RFQs and led a team of Business Systems Analysts to ensure effective delivery of business and functional requirements.

Redmond, Washington, Us

Bellevue, Wa, Us

Bellevue, Wa, Us

IT Program Manager for $24M + controlled products portfolio

New York, Ny, Us

Leading the development and implementation of the “Fast and Instant” customer experience initiative, I also provided day-to-day operational management of this program that delivered instant debit cards and checks and expedited the new account opening process. I led a cross-functional team through the $24M redesign of retail banking’s account origination platform and developed and launched innovative sales tools and processes to align with brand and marketing campaigns across 2,300+ retail bank locations. Before being promoted to the VP role in 2006, I served as Manager, Technology Distributed Systems for 3 years. I managed the engineering, deployment and acceptance of a global network to support Global Delivery Services in India. I led the program delivery team that opened 3 off-shore call centers, 2 off-short centers of excellence and 3 North American commercial and consumer banking call centers. I also directed technology operations for strategic programs, including server, application, SAN and data center rationalization efforts.

Bellevue, Wa, Us

Espoo, Southern Finland, Fi

London, Gb

Strategy and Management consulting