Pam Rivet Email & Phone Number

Acton, Massachusetts, Us

Drove execution of cross-functional plans to transition service operations from Philips location to contract manufacturer in Mexico. Developed plans to disentangle Lifeline Systems supply chain operations out of Philips as a result of divestiture. Gathered supply chain requirements for new ERP selection as part of new company integration.

Drove North America Direct Online B2B program strategy and roadmap to improve customer satisfaction and increase overall revenue, achieving 110% of aggressive targets for online orders. Improved eCommerce platform to give customers an excellent omni-channel experience, including exceptional content, assortment and service, easy ordering and innovative propositions and solutions. Increased online store Net Promoter Score (NPS) 56% by listening to customers and partnering with platform product owners, business analysts, and sales and marketing leaders to identify and prioritize opportunities, as well as detail requirements and drive delivery of new features using Agile methodologies. Developed integrated program plans with cross-functional and multi-national teams and drove execution by working closely with workstream leads and deployment managers to ensure mult-million dollar program delivered objectives. Implemented program and governance structure for optimal execution of initiatives and communication with stakeholders to ensure achievement of objectives.

Prioritized and drove performance improvement that would have the biggest overall impact on the business results and on delivering operational excellence to customers, by challenging the status quo, coaching, and embedding a mindset of continuous improvement to achieve performance excellence.Drove Transformational Programs:• Reduced commercial cycle time by 35%, resulting in 20% inventory reduction by implementing improved installation project management policies, air shipment policy and “daily management”• Successfully improved revenue forecasting by implementing processes for collaboration between sales and project management that resulted in 26% increase in forecast accuracy• Lead transformation program to increase installed base retention levels by 90% and achieve $152M sales from end-of-life system conversions• Completed market visibility problem solving project that led to 14% increase by providing actionable information for sales to use to target efforts on the right accounts, as well as monitoring behaviors and successCreated a Performance Culture and Continuous Improvement Mindset:• Striking the right balance between guidance, inquisition and “rolling up your sleeves” to support• Drove the deployment of “daily management” and “problem solving” capabilities across North America while collaborating with corporate colleagues to improve processes. Certified in both methods and certified six others.• Coached and trained many teams across sales, sales operations, installation project management, customer fulfillment and contracts management to embrace and excel in “daily management”, problem solving and lean tools to drive performance improvements

Boston, Ma, Us

Drove and facilitated significant process improvements while promoting a culture of global collaboration that delivered tangible and sustainable business results. Built internal consulting team to identify, prioritize and drive Process Excellence projects and facilitate global process standardization.Global Programs and Partnerships:• Expanded Process Excellence Program across 12 countries, focusing on driving transformational improvement and leveraging global expertise.• Partnered with international market executives to prioritize highest impact projects and support sponsors to embed process improvement culture into regular activities.Core Business Process Optimization:• Led collocation process optimization projects in Africa and Europe to reduce cycle time by up to 63%, resulting in $2.4M increased annual revenue.• Increased number of Process Excellence projects completed by 191%.Process Standardization and Governance:• Established Latin America regional Process Councils to standardize and design new enterprise application to support core business processes.• Developed global roadmap for rolling out new platform for asset and project management, including governance and support structures.Training and Coaching:• Trained and coached process owners and project leaders to improve business processes using various problem-solving methods, including Six Sigma and Lean, and project management skills.• Increased number of Green Belt candidates by 120% and Yellow Belt candidates by 91%.

Boston, Ma, Us

Led team of 45 professionals including Process Excellence, Project & Portfolio Management, Business Analysis and Production Support teams to design, deliver and support processes and systems to enhance value to the business.Strategic Roadmap:• Partnered with US Tower executives to develop and execute vision for implementing technology to enable achievement of the business strategies and goals.PMO Optimization:• Grew team by 300% to deliver over 75 medium- to large-scale and over 300 small IT projects to increase process efficiencies and customer service and improve profitability• Re-engineered processes to deliver IT projects, including Agile methods for application development.“Online Application”:• Implemented custom application projects to increase the ease of doing business for our customers• Led “Online Application” project, an industry-leading tool for customers to submit and manage collocations, reducing application approval time from 10 to 3 days.Custom Application Design, Delivery and Support:• Delivered various transformational custom application projects, including- - Capital approval project that reduced cyclel time by 96% - Mobile Workforce Management project that reduced field technician drive time by 31% and achieved soft savings of $1.3M/year - Lease Maintenance project that reduced lease adjustment cycle time from 45 to 8 days and reduced 7 FTEs.

Boston, Ma, Us

Directed overall scheduling and resourcing of IT projects through analysis of business priorities and resource utilization. Led team of project managers to drive large-scale projects.Corporate PMO:• Partnered with business representatives to prioritize IT and Process Excellence projects. • Continually improved all PMO processes, including project scorecarding, customer survey process, overall project communication processes, and development of project management templates and tools.Relationship Management:• Implemented new corporate-wide Relationship Management Program with business partners.• Developed and managed key business relationships with executives in US Division. “ON AIR Access”:• Led and managed project that delivered first online, secure site for customers to access collocation application information 24/7, including milestone details, site and project documents.• Project team received coveted “All-American Team Award.”Business Results:• Managed project to implement a new BPM workflow tool to streamline the cross-functional lease termination process that reduced annual adjustments by $1.6M.• Coached eight Process Excellence projects resulting in $3.8M in reduced costs and increased revenues.

Boston, Ma, Us

Developed and led overall corporate Process Excellence Program, including Yellow Belt, Green Belt and Black Belt training, certifications, Champion training, monthly corporate communications and “Wall of Excellence” recognition.Project Prioritization:• Partnered with U.S. Tower Division executives and managers to identify and prioritize process improvement projects to improve customer satisfaction and reduce costs.“Big ED” (Equipment Database)• Managed $2.1M project to implement comprehensive custom application to manage collocation application process through structural engineering analysis and closeout. Project reduced cycle times by 54% and reduced costs by $252,000/year.Training and Tools:• Developed and delivered company Process Excellence Training, including online Yellow Belt Awareness program for all employees.• Implemented Process Excellence website including Toolkit, project team sites and monthly communication processes.Coaching:• Trained and mentored 4 Lean Six Sigma Black Belts and 67 Green Belts. • Coached 23 projects resulting in various process improvements including reduced cycle times by 69%, reduced billing adjustments by 45%, and reduced costs by $862,000/year.

North Reading, Ma, Us

Implemented new Six Sigma program throughout Process and Development Engineering organizations across multi-national division to reduce scrap, increase productivity and improve problem solving capabilities.Cost Reduction Projects:• Led high-impact process improvement projects, including-o Plating cost reduction program with multiple vendors that resulted in $625,000 annual savings.o Radial true position yield project that resulted in 51% reduction in DPMO and $775,000/year labor savings.Training and Coaching:• Developed and delivered Black Belt training program.• Trained 64 Black and Green Belts• Coached and mentored Belts to complete 37 projects resulting in $11.2M in annual savings.

North Reading, Ma, Us

• Drove focused efforts to reduce external returns rate from 10000+ppm to <200ppm.• Developed new quality systems to enable qualification to new ISO 9001-2000 system.

North Reading, Ma, Us

Implemented comprehensive, new safety systems to fundamentally change how safety was managed and reduce costs for the division. Reduced injury rate by 75%. • Implemented Injury Management Program, Management Safety Audit Program, Ergonomics Program, Contractor Safety Program, and monthly Toolbox Talk Program for all employees.• Led division to obtain certification for ISO 14001.

North Reading, Ma, Us

Responsible for all aspects of the effective operation and profitability of connector manufacturing, including quality, delivery and safety. Operation included 600+ local assembly and maintenance personnel and four outside contract manufacturers and sister plants located in various countries. • Managed fit up of 78,000SF plant and moved Connector Operations into building using 5S techniques.• Managed growth from $100M to $180M annual revenue.• Improved on time delivery from 70% to 96%.• Increased employee involvement in operational improvements and cost reductions by 65%.

North Reading, Ma, Us

Implemented Total Quality Management program throughout multi-national division. Program included infrastructures of goal setting, organization setting, training, promotion, recognition and rewards, and diagnosis and monitoring.

North Reading, Ma, Us

Managed Inner Layer Printed Circuit Board Fabrication operation, including imaging, plating, lamination and drilling.

St. Louis, Mo, Us

Supervised Teamster union employees in packaging operation on 3rd shift.

Spring Hill, Tn, Us

Designed various quality management tools and training based on Deming methods, Statistical Process Control and Taguchi Design of Experiments.

Bachelor Of Science (Bs), Industrial Engineering

Master’S Degree, Adminstration