Josh Bratcher Email & Phone Number

Mesa, Az, Us

Scottsdale, Arizona, Us

Scottsdale, Arizona, Us

Scottsdale, Az, Us

 Hold full accountability for P&Ls by interpreting information to appraise company leaders on operating results in terms of profitability, performance against budget, and soundness of operational efficiency.  Lead the entire leadership development process and train staff on every aspect of the business to create a solid business foundation. Enforce a rhythm of business that continually supports alignment, implementation, and execution of core priorities to take the organization to the next level of success. Develop an annual operating plan to provide a framework for the organization’s day-to-day operations by pinpointing activities that back objectives outlined in the strategic plan. Balance conflicting interests across the organization as the company grows while recognizing time-sensitive issues requiring escalation and other executive leaders' involvement.  Evolve the company’s tone, voice, and brand across all marketing platforms by creating innovative social media, digital, and print advertising collateral. Architect staffing plans based on the demands of the business, source employee benefits packages, and design employee onboarding, engagement, and training activities. Continually develop processes and policies centered on the customer experience by mapping customer journeys at each stage of the sales cycle to ensure support is delivered timely and effectively.  Create lines of sight between all operational areas to assess needs, allocate resources, deliver on sales goals, develop high-performing teams, and champion the customer experience. Facilitate leadership accountability meetings to discuss individual progress toward measured performance criteria and develop stretch goals to create opportunities for improvement. Maintain a constant pulse on sales, operational, IT, and customer service functions to identify opportunities for improvement and business growth.

Tempe, Az, Us

Progressed through roles of increased responsibility, including General Manager, Market Manager, Assistant Director of Retail Operations and Director of Retail Operations. Directed daily operations across 5 departments, Customer Service, Customer Relations, Fleet Service, Retail Compliance and Insurance. Guided the professional efforts of a team of 25 direct and 200 indirect reports, providing strategic leadership to ensure the ongoing improvement of operations. Handled a broad scope of functions, including recruiting and hiring personnel, developing marketing strategies, process improvement and personnel development. Partnered with stakeholders and executive leadership in the continuous improvement of operations to maximize sales and improve profit margin. Managed and allocated $10M annual budget.  Directed the development and ongoing management of multiple departments to meet operational needs; created departmental policies, job descriptions, procedures and processes.  Developed process for effectively handling all agency complaints, improving online and agency reputation from C+ to A+ by improving customer relations and resolving all complaints.  Spearheaded a social media outreach campaign using Sprinkler System, ensuring timely response to all complaints and requests via social media platforms, including Facebook and Twitter. Decreased response time from 1 hour+ to under 15 minutes, leading to Gold Badge recognition from Facebook.  Grew Customer Service team from 25 to 100+ to meet the expanding company; improved department QA results from 70% to 98% and reduced employee turnover from 100% to 15% within 3-years by restructuring all department policies, processes and initiatives.  Coordinated and facilitated 4-day leadership development program for future leaders of the company. Provided executive review for each business owner of the company that highlighted feedback and customer complaints.

Tempe, Az, Us

Tempe, Az, Us

Tempe, Az, Us

Chevy Chase, Md, Us

Built, trained and managed customer service team of up to 15, providing ongoing coaching, support and development to improve the delivery of customer service. Facilitated regular performance evaluations on all team members to identify inefficiencies and implement corrective action plan, including training, coaching and/or termination.  Introduced quality control measures to ensure all team members were providing service that met company and customer expectations; consistently achieved top 3 status for quality company-wide.  Regularly assessed existing operations and implemented process improvements as needed.  Introduced leadership development program, promoting more team members than any other teams in the company.

Washington, Dc, Us