Operations Program Manager - Amazon Logistics WWCS

Develop, Manage, and Promote a staff of 70+ Customer Service Associates in order to drive a Customer Obsessed experience in the Amazon Fresh space.Drive process improvement in partnership with Delivery Experience, Customer Experience, Customer Service Technology, Marketing & Membership and other business teams to develop an Industry Disturbing Model of Business with Rapid Expansion.Drive Site Level Engagement by inciting and driving positive change, promoting a atmosphere that reduces fear of failing forward, and a creating a culture that is 100% Customer obsessed.

Promoted from MIT, ASM, to Store Manager RoleCelebrated Fiscal 2015 ranked #19 of 1164 Stores in Company (Top 2%).Drove Key Metrics in Sales Comp, Associate Engagement, Customer Engagement, Loyalty, Turnover, and Shortage for $12 Million Store with Staff of 80-120 employees to Achieve Top Box Rankings.District Captain of High Level Company-Wide Initiatives including In Store Omni Sales, Merchandise Location Systems, Beauty Department Roll Out and Introduction of Rewards Program.Actively Assisted Region in Talent Building, Succession Planning and University Relations to Recruit and Develop Future Talent and gain on-Campus Exposure.Passionate and Highly Active Member of Regional Committees including Customer Experience, Credit and Rewards, and Associate Experience - Responsible for driving Multi-Unit Results by creating corporate partnerships and lines of communication with Store Level leaders.Resource for all levels of Human Resources Management from Associate Relations, Hiring Practices, Talent Management, and Legal Compliance.

Operations, Human Resources, and Merchandising Executive.Responsible for the hiring, growth, and development of a staff of 120+ Customer-focused employees.Responsible for $18 million business.Maintaining a focus on Amazing Product, Personalized Connections, Acting With Integrity, and Driving Results.Ranked 59 out of 1162 stores.Responsibilities include Payroll and Assets Management, Team Development and Succession Planning, Talent Acquisition, Maintaining Operational Excellence, and Driving Top Box Results.Additional Contributions include being an Active Member of the District and Regional Customer Experience Committee, People Committee, University Relations Committee, as well as serving as a Coach and Mentor to New Executive Hires.

Children's, Footwear, Home and Operations Assistant Store Manager.Drove Customer Engagement Score from 73.0 to 83.0 in 9 monthsAssigned as District Captain for Company Wide Merchandise Location System Rollout. Responsible for Training and Leading Store Leadership Teams through every step from Receipt of Capital to Activation of System in Stockrooms.Maintained Top Box Operational Standards. Streamlined Continuous Flow Unload and Merchandising Process and Maintained Under 0.2% of Active SKUs in Stockroom.Drove Hardlines Buisiness through frequent Merchant Analyst Communication, Sales Floor Standards and Replenishment, and a Focus on Customer Engagement.Customer Engagement Committee, Associate Engagement Committee, University Relations Committee.

• Analyze daily sales figures and P&L statements for $1.5 million business.• Lead weekly strategy meetings with company owners• Increased community involvement and social responsibility by leading monthly charity events and fundraisers for organizations such as Hope and Help, New Hope for Kids, Leukemia and Lymphoma Society, and Habitat for Humanity.• Manage and counsel staff of 20+ employees.• Meet with advertising agents, publications, and local businesses for ad placement and cross promotion.• Increased brand awareness by developing social media, email, and mobile advertising campaigns.• Mediated focus group regarding brand development and customer needs.• Increased customer database by 300% for advertising promotions.• Developed VIP service to increase sales and brand image.