Accountable to Order Fulfillment capabilities, system continuity, and mitigation plans while focusing on end user experience. • Define product vision and annual Backroom roadmap to optimize fulfillment of products from Retail Store locations• Partner with key stakeholders, engineering, and product teams to create and drive subsequent quarterly objectives and key results• Prioritize work for the team based on cost to deliver and cost savings measures, ROI, including business case development, alignment, and measurement• Utilize key customer, competitor, and business metrics to inform priorities with continued focus to adjust priorities as needed• Lead, coach and develop a team of Product Managers and Analysts focused on driving new functionality and improvements of existing capabilities• Responsible for ensuring continuous feedback loops with customers and employees and supporting discovery practices that effectively inform priorities• Played a lead role to create a new, high-volume process for picking, packing, and shipping orders in Customer Fulfillment Centers to optimize labor and reduce parcel expense • Close partnership with User Experience teams to bring the best employee and customer experience to life while driving business results• Measure, monitor, and communicate business benefits and metrics driven post new feature implementation to create transparency and visibility across product teams, stakeholders, and leaders• Build and present business cases, risk assessments and recommendations to leaders and business partners to grow business and reduce risk• Strong partnership with Supply Chain to drive execution of cost savings fulfillment strategies • Utilize Agile Methodologies in the project life cycle to deliver work using an iterative approach

Develop strategic integrated business solutions that meet clients’ business requirements.• Effectively communicate solution vision/objectives to Capability team• Coordinates and manages work with own and other capability areas • Owns overall coordination of releases to deliver new functionality• Owns end to end management of deliverable milestones from the business side (business process, sign offs, etc.)• Document as-is and to-be business and systems processes based on capability modifications/enhancements• Coordinate with other business partners to validate to-be business process designs• Presents business process solution reviews to stakeholders• Work with the Capability planners and analysts to assess current capabilities and identify high-level business requirements. • Define, present, and deliver Functional Requirements to the capability and operations team for review• Work with IT team on incorporating feedback• Review Functional Design specifications to ensure business requirements are addressed• Work with the project/program and UAT Lead to plan UAT for assigned project(s)• Responsible for coordination of all resources involved in preparation of activities for assigned project(s)• Approve UAT Execution Entry go/no-go• Engaged in UAT to remove roadblocks that would prevent UAT from being completed on time • Provide subject matter expertise in the transition of new capabilities and open issues to the Operations team • Provide input into the training approach and material• Provie input into SOP development and modification

Deliver a world class customer experience through OMS by driving order processing changes that meet the expectations of fulfillment and reduce overall operating costs.• Owner of all business related questions pertaining to Enterprise Customer Care as well as OMS processes that impact Enterprise Customer Care.• Coordinate cross-channel knowledge of order fulfillment capabilities by producing e-learning's, SOP's, and training of end to end customer fulfillment.• Partner with internal/external service providers to establish and monitor SLA's as it relates to Order Management, driving change and efficiencies for customer orders.• SOP and communication owner for business impacts and issue resolution for Retail and Enterprise Customer Care as it relates to OMS. • Represents Enterprise Customer Care regarding OMS process improvements as it relates to both business and systems.• Drive decrease in call volume and maximize cost savings through partnership with Enterprise Customer Care by delivering OMS system efficiencies.• Deliver a unified approach of Voice, Email and Web interaction for customers by providing a consistent experience across all customer fulfillment channels. • Subject matter expert for all new capabilities within Enterprise Order Management that impact Enterprise Customer Care (requirements, business processes, design reviews, UAT).• OMS lead resource for cross-functional meetings prioritizing and evaluating upcoming projects.

• Developed, communicated, and implemented a quality philosophy and standard operating procedures within the Customer Care organization.• Developed job-aids, just-in-time training communications, and feedback mechanisms for continuous performance improvement.• Implemented and managed a quality monitoring system across the Best Buy Enterprise.• Analyzed quality data points and made recommendations for improvement resulting in improved customer service.• Continually conducted analysis for quality improvements across Enterprise call centers.• Identified best practices, processes, and trends to maintain a quality customer experience.• Developed and analyzed time-in-motion studies to assist in development of best practices across the organization.• Facilitated call center training programs both domestically and internationally.

• Assisted in training over 300 employees on process and procedures for email and telephone correspondence in a call center environment.• Liaison to Process Manager to create workflow processes for customer care team.• Assisted in determining business requirements and implementation of Clarify, a Customer Relationship management Tool.• Developed training materials, processes, and procedures for a startup company.• Facilitated a large scale training initiative in a start up of a 250-seat call center.• Assisted customers with complex problem/resolution relating to customer orders.• Coached new employees on processes and procedures.

• Delivered technical and soft skill training to new and existing employees.• Liaison trainer for new call center in Salt Lake City and IDS Life of New York.• Expert in the field of insurance and annuity products, in addition to IRS, SEC, State, and NASD regulations.• Assisted business owners with development and training of new life insurance/annuity products.• Member of project teams for various large-scale initiatives including: EZ Trans, Y2K, Online Service and Transactions, and the Technical Expert projects.• Developed and facilitated the Reward and Recognition Committee.• Member of the Communication Leadership Group.