Earned recognition for playing integral role in design, implementation, and success of Zappos customer service and hired to evolve The Walking Company’s customer experience and support strategy following business acquisition and reorganization. Oversaw all systems, from order fulfillment to customer resolution. • Played integral role in transition from distribution center warehouse with millions units of inventory in NC to fulfillment center operations. Worked on vendor procurement activities, due diligence, location selection, negotiation, risk and compliance protocols, service delivery, and relationship management; helped source and managed 3PL partnership in Tijuana, Mexico, reducing storage costs significantly per square feet, taxes and tariffs by millions, and warehouse rent tremendously in first year.• Built out call center operations, launching business process outsourcing (BPO) in Philippines with up to 30 staff members and 8-member specialty team in Las Vegas to execute time-sensitive tasks.

Oversaw early adopter team embracing new management system that enabled every team to think and perform as small, autonomous business circles. Tested innovative experiential marketing strategies to gain exposure for Zappos's unique brand with nationwide campaigns, sponsorships, and events. • Initiated programs to spotlight Zappos as customer experience and service leader, including developing community spaces and launching “the tank” on-campus co-working space for new business incubation, offering access to customers and facilitating investment opportunities. Realized $100K+ in leasing and programming revenue from companies, including advertising agency, Las Vegas Lights soccer team, technology development company, and other local businesses in need of space.• Partnered with sanitation company and cross-functional teams to create Porta Party to improve restroom experience at festivals and events, promoting enhanced experiences.

Invested in promoting Zappos through marketing, sales, and sponsorship events in downtown Las Vegas, boosting employee morale and converting community interaction into sales. Streamlined contracted services to drive efficiencies and exceed quality standards. Managed team of 7.

Created new employee and community magazine to provide support to 1,500+ employees relocating from Henderson, NV to new downtown Las Vegas campus, sharing insights into local life and culture. • Acquired 10,000+ subscribers, monetized through ad revenues, and explored expansion opportunities; partnered with local businesses to co-create employee incentives and showcase lifestyle opportunities.

Served as liaison between Zappos and City of Las Vegas to support employee transition and collaborate on opportunities for advancing local infrastructure and business activities, including bus tours, realtor introductions, and employee discounts. Served as public spokesperson promoting Zappos’s investment in revitalization initiatives for Las Vegas.

Managed and nurtured talent pipeline, creating career paths to leadership through training. Coached team of 15+ trainers on developing and delivering curriculum, providing feedback on content and delivery enhancements, and ensuring continuous improvements. Trained thousands of employees and new hires. Oversaw team budget.• Launched Zappos University, comprised of 50+ modules of expanded classes, including general enrichment and department-specific classes in merchandising, purchasing, trend spotting and analysis, and contracts. Enforced stringent standards. • Recognized broadly for “WOW” philosophy, leading renowned training, team nurturing, culture, and exceptional customer service; received national recognition in multiple magazines, including The Oprah Magazine. Created new “pay to quit” industry standard by effectively buying out unhappy new hires, fueling extremely low turnover rates.

Hired as one of original 40 team members to launch and build entrepreneurial venture. Began with phone sales for 3 months. Leveraged skills and experience to partner with 5 team members in developing formal training program that accommodated explosive growth, increasing team to approximately 20 trainers. Served in new hire role, developing and presenting content.• Collaborated with management to formalize 4-week onboarding program designed to drive employee success, crafting curriculum focused on Zappos history, culture and values, shoes, customer service, and satisfaction; implemented certification process, including written tests, mock calls, and QA rating.• Enforced and maintained high standard for knowledge acquired during class as well as culture displayed during 4-week training. Maintaining 80% graduation rate for new hires.