Mark Mitchell Email & Phone Number

New York, NY, US

Asbury Park, NJ, US

• Directed a nationally-renowned independent research and publication business, including operations, business development, analytics, and digital marketing initiatives. Predicted major election outcome within 2% margin.
• Rekindled media presence and grew digital video channels to 10k subscribers and 500k views in 6 months.
• Innovated new processes and data sources to cut polling costs by over 600%.
• Operationalized and outsourced processing and content management workload to reduce expenses 30%.

Bentonville, Arkansas, US

• Assembled a change management team of 30 analysts across four offices, skilled in SQL, Agile, and a relentless customer-first culture and dedicated to improving customer experience through investigation, root cause.
• Established 45-person hourly execution team to conduct 24/7 order flow monitoring, alerting and order intervention, which saved or mitigated over 250,000 experiences monthly.
• Pioneered metrics for post-purchase customer harm, aggregating 51 failure attributes to produce customer journey maps, business accountability reports, and a customer promise scorecard.
• Unearthed system deficiencies and operational gaps causing 10M+ bad customer interactions. Partnered with cross-functional teams to drive long-term resolutions, resulting in a 10% decline in canceled orders.
• Implemented an issue escalation process with an accompanying root cause database providing 100% accountability for customer-impacting technology and operational defects.Analytical Skills | Leadership | Communication |.

Hoboken, NJ - New Jersey

• Managed increasing portions of Jet.com's non-fulfillment operations culminating in a team of 50 employees across the marketplace, product catalog, order, customer service, and fraud organizations.
• Safeguarded Jet.com’s customer experience by maintaining 24/7 ownership of order flow monitoring and intervention, communication touch points, experience transformation, and call center metrics.
• Spearheaded effort to increase Jet 2.0 SKU catalog, doubling for-sale items and earning $20 million of incremental sales.
• Relaunched Jet's Marketplace, onboarding 3,000 new 3rd-party sellers including high-touch accounts like Nike and Puma. Attained order defect standards better than Walmart within 3 months of relaunch.

New York, NY, US

• Led venture capital and private equity deal management for a family office investment team, opportunistically evaluating over 1,000 opportunities in nearly every industry, including technology, fintech, clean energy.
• Closed 9 equity transactions totaling $75 million and 7 debt transactions totaling nearly $1 billion.
• Consulted with the executives of 9 portfolio companies, assisting with product strategy, marketing, pitches, forecasting, financial modeling, business development, hiring, and competitive research.

• Collaborated daily as a CFO-level asset and board observer for a 200-employee, $50 million revenue consumer lending startup.
• Devised a highly complex financial model, incorporating credit loss and prepay models, structured financing, and loan participation as Sierra’s primary operating partner. Signed off on all company reporting and loan.
• Envisioned Sierra’s pivot to DriverUp, the world’s first auto-focused marketplace lending platform, increasing the company’s valuation by 500% through product strategy, pitch development, and fundraising.

New York, NY, US

• Led a team overseeing time-critical, data-intensive reporting and analysis for JP Morgan's $8B CVA portfolio during the European Credit Crisis, delivering vital insights to the enterprise, regulators, and financial.
• Reengineered the $775 million annual credit risk billing process by engaging with internal stakeholders, revamping procedures, and launching a major technology build-out, reducing aged disputes over 80%.
• Resolved over $2 billion in risk as the bank’s high-profile project manager for the cross-functional process of marking, booking, and closing defaulting derivative counterparties.

New York, NY, US

• Established a team of account executives for US fixed-income clients, achieving timely and accurate price sourcing, dispute resolution, and exceptional customer service during a 100-year market dislocation.
• Initiated process improvement, quality control, and waste-reduction crusade, slashing statement preparation times by 60% and statement count by 39%, while increasing pricing accuracy and timeliness and improving.
• Partnered with product management to drive a technology overhaul of the team's primary tool, defining requirements necessary to redesign process flows, and incorporating accountability and quality into pricing.

Washington, DC, US

• Excelled as an operations supervisor of 50 sailors, 5th in line from the captain of a $3 billion, 170-crew submarine with 24 nuclear missiles, piloting the submarine in strategic alert and simulated war-time.
• Overhauled the 45-person cross functional Quality Assurance function and implemented an audit, surveillance and training program to increase mission uptime.
• Upgraded missile launch qualification processes, which received an ‘excellent’ rating and became the standard for the rest of the squadron.

Mba, Entrepreneurship/Entrepreneurial Studies

Bs, Mechanical Engineering

Master Of Science - Ms, Engineering/Industrial Management