Mike Thomson Email & Phone Number

Park City, Ut, Us

Greater Salt Lake City Area

• Collaborate and build partnerships with global and cross-functional leaders to ensure successful alignment within and beyond Global Customer Experience• Lead key programs of work connected to the Global Customer Experience portfolio; ensuring appropriate planning, scheduling, and execution• Align resources with portfolio and business priorities; determine effective solutions and facilitate tradeoffs when constraints arise• Oversee the successful and timely execution of Marketplace and Global Customer Experience objectives, in line with the project lifecycle and project management methods• Lead and facilitate Project Health, Project Plan Reviews, and Project Update meetings, representing a group and the organization

San Francisco Bay Area

San Francisco Bay Area

Shipping lead for C2C Shipping program. • Including successful end-to-end concept and build of Guaranteed Ship Cost solution layered on new Bolt listing flow.• Managed complex and cross-functional projects, with dependencies across internal functional teams (CS, Finance, Trust, Risk, etc) and external logistics partners• Business POC for analytics identification of success metrics, along with measurements needed for solution health indication• Point of Contact and consolidation for global C2C shipping solutions (NA, UK, DE, AU), including business and experience documentation, along with product requirement overview.• Outlined strategy for C2C shipping solutions beyond 2016, including solutions that remove identified customer friction points• Identified shipping enhancements on both back-end and front-end, required to meet performance and experience expectations.Manager of Global Shipping Program Experience• Managed roadmap for customer experience enhancements, along with prioritization of projects and limited resources.• Operations lead for exceptions process that dealt with inventory management and recovery.• Managed innovative cross-functional, cross-dependent project that removed friction from the customer experience related to shipping internationally. Project facilitated question resolution via expert teams rather than via customer channels.

• Lead and manage large cross-functional initiatives that affect the line of business with strong collaboration across the eBay, Inc. organization (including PayPal, adjacencies and global partners). • Support and partner w/ Product Management, the Business Units and Product Development on key initiatives, coordinating all components of a successful CS integration: (i.e., updated capacity plan, secure funding, development of FAQ’s, support content, Teamworks announcements, training, QA, etc.). • Establish and maintain relationships with key players in all Product, Marketing, Communications and Customer Support Operations teams globally and at all levels within the company in order to effectively navigate cross-functional requirements • Manage project tasks including: determining and assessing potential impact of product ideas to support the organization; defining project scope; conducting project kick-off meetings; developing detailed project plans; tracking/managing projects from initiation to successful completion; communicating project status; resolving project issues, problems, and changes; and applying lessons learned from past projects to future projects be developing and continuously improving tools, templates, and processes. • Provide CS with daily and weekly reporting of feature/product development, from conception through launch, while working closely with the content teams to ensure accurate and timely data is available for FAQs, responses, and support representative education. • Provide timely feedback on Business Requirement and Product Requirement Documents ensuring CS requirements and member feedback are integrated into current and future products. • Contribute to strategic decisions, including development of strategic and operating plans, and act as liaison between the line of business and CS organization. • Identify, evaluate, document and implement process and procedure changes in an operational environment

Greater Salt Lake City Area

-Respond to requests and inquiries from coverage teams in a timely manner-Maintenance of various configuration tables that control client’s trade and allocation processing-Creation and maintenance of trading IDs for employees and clients-Proactively manage risk and exposure via escalating concerns to management-Actively involved in several projects designed to ensure maximum efficiency and control around daily processes-Ability to communicate across multiple areas including sales and trading desks, Operations, Technology, Legal and Compliance departments

• Manage portfolio of 30 of eBay's top sellers averaging 60 million in revenue per year• Analyze financial trends to develop personalized sales strategy for each seller in my portfolio• Provide consultation on business strategy including marketing, inventory sourcing & management, listing & shipping processes, customer service, and full utilization of the site

• Worked closely with internal departments & outside vendors to ensure project completion. Established project management methodologies, ensuring that projects were delivered on time, within budget, adhering to high quality standards and meeting customer expectations.• Managed approximately 110 projects and 475 specific products during employment tenure. Clearly communicated project details, directed teamwork assignments, and propelled daily work efforts.• Product procured in 2010 resulted in annual sales of over $4.5 million. Facilitated the communication between 14 Chinese manufacturers & Durham Enterprises’ wholesale departments. • Traveled to Hong Kong & China to strengthen current vendor relationships. Successfully added 7 new company vendors & 2 new Quality Control employees during the most recent visit.• Key account growth of over $840K in sales under my direction. Championed product development, manufacturing, shipping, marketing, & sales of partner products.

-Actively market, show, and finalize rental agreements for apartment complex with 30+ one bedroom and two bedroom rental units.-Manage all tenant agreements, vendor improvements, and property maintenance.-Collect, process, and deposit all rent and fees against individual rental agreements. Financial bookkeeping for property.-Successfully kept apartment complex 85%-100% full over a 3 year period.

Master Of Business Administration (Mba)

B.S. Economics, Economics, Business, English

Outstanding Academic Achievement - 2003 & 2004