William S. Email & Phone Number

Phoenix, Az, Us

In my role as Sr Manager of Field Operations, I drive quality and operational excellence across multiple manufacturing facilities and distribution networks. I lead compliance efforts and continuous improvement initiatives through robust quality management systems. I spearheaded the creation of the Field Engagement team, establishing processes that transformed a reactive support function into a proactive, zero-net-cost team, mitigating millions in warranty and labor claims.Key Responsibilities and Achievements:Quality Leadership: Managed and improved quality systems across manufacturing plants, measuring delivered quality in financial impact and operational efficiency. Co-led the Quality Management System, resolving major customer escalations and audit findings.Field Engagement Strategy: Built the Field Engagement team from the ground up, addressing over 150 field support requests annually. Through effective tracking and reporting, the team mitigates over $750K in costs each year, providing critical field support while maintaining a zero-net-cost structure.Cross-Functional Collaboration: Serve as the primary liaison between customers and internal teams, managing technical escalations, corrective actions, and continual improvement initiatives. Partnered with sales, customer support, and engineering teams to ensure alignment on quality standards and compliance.Operational Supervision: Oversee a geographically dispersed team of field service engineers, driving performance improvement, compliance, and statistical process control across operations, ensuring consistency and efficiency.Cost Reduction Initiatives: Led initiatives to reduce third-party labor costs through inspection rationalization and process improvements, saving over $200K in labor costs each year by eliminating inefficiencies and enhancing operational output.

Phoenix, Arizona, United States

As Vice President of Operations, I was responsible for all operational functions at Forward Tilt, overseeing strategic initiatives to improve efficiency, reduce turnover, and drive overall performance. I developed and implemented new processes, employee engagement programs, and training strategies, transforming the dealership's operational landscape.Key Responsibilities and Achievements:Operational Leadership: Led the overhaul of the dealership's operations, creating and deploying new processes and procedures to streamline performance, resulting in improved operational stability and consistency.Employee Engagement & Retention: Addressed critical challenges in high employee turnover by identifying root causes and implementing targeted retention strategies, significantly reducing turnover rates and boosting employee morale.Training & Development: Developed and rolled out structured training programs to enhance employee skills, ensuring the workforce was equipped to meet performance standards, leading to improved productivity and job satisfaction.Resource Allocation Strategy: Implemented a balanced resource allocation strategy that optimized workload distribution and improved efficiency across departments, leading to higher performance and better resource utilization.Process Optimization: Designed and executed process improvement strategies that enhanced operational stability and efficiency, addressing key inefficiencies that had hindered the dealership's performance.Customer Communication & Issue Resolution: Led customer-facing initiatives to resolve operational issues, manage escalations, and implement continual improvement measures, ensuring high levels of customer satisfaction.Through these efforts, I not only optimized Forward Tilt’s operations but also fostered a culture of continuous improvement, leading to a more motivated and high-performing workforce. My work positioned the company for sustained success in a competitive market.

Iowa City, Iowa, United States

In this role, I led the fulfillment and customer success teams for HNI's Strategic Accounts globally, ensuring high performance and seamless execution across key contracts. I focused on driving operational efficiency, customer satisfaction, and compliance, working closely with sales, product engineers, and external partners to deliver exceptional results.Key Responsibilities and Achievements:Global Fulfillment Leadership: Managed strategic account execution and customer success globally, collaborating with sales managers to ensure delivery, installation, and service performance met customer expectations.Contract & SLA Management: Played a key role in creating customer contracts and SLAs, ensuring KPIs were clearly defined and consistently met.Budget & Procurement Oversight: Managed customer budgets, procurement processes, and order fulfillment while aligning with broader business goals.Process Improvement: Cut data processing time by 50% by developing a cloud data infrastructure, streamlining project management and customer engagement.Employee Engagement & Satisfaction: Launched a company-wide initiative, increasing employee satisfaction rates by 25% YoY. Hired and led a team to support a new account structure expected to generate $20M–$30M annually.Customer Satisfaction & Success: Maintained a 97% customer satisfaction rate year-over-year and contributed to exceeding sales goals by 15% annually. Increased positive end-customer feedback by 100% through customer surveys and field testing.Root Cause & Corrective Action: Developed a field services program that improved root cause analysis and corrective actions by 75%, leading to higher service quality.These initiatives optimized global fulfillment, improved operational processes, and strengthened customer relationships, driving both growth and operational efficiency.

Greater Seattle Area

As Senior Project Manager, I led strategic account projects, overseeing execution, stakeholder communication, and ensuring successful delivery within budget and schedule. I managed high-impact projects while optimizing costs and maintaining high-quality standards.Key Responsibilities and Achievements:Project Leadership: Directed all aspects of strategic account projects, ensuring compliance with customer contracts, SLAs, and KPIs. Managed the development and execution of large-scale initiatives.Team Collaboration: Led cross-functional teams, assigning responsibilities, managing schedules, and coordinating forecasting across manufacturing plants. Communicated with end-users, influencers, and trade partners on project scope, cost, and timelines.Budget & Schedule Management: Developed and managed project budgets and schedules, ensuring on-time and on-budget delivery. Regularly updated senior leadership on project progress.Cost Optimization: Achieved less than 2% margin erosion year-over-year. Reduced project costs by 25% by employing new contractors without compromising quality.Large-Scale Project Delivery: Managed over 1 million square feet of architectural wall products across the country, coordinating teams of up to 50 internal and external members to ensure successful execution.Training & Development: Designed and implemented a comprehensive training program, enhancing team performance and streamlining processes across multiple regions.Customer Satisfaction: Conducted post-project audits, ensuring customer satisfaction and addressing any remaining issues. Provided detailed project summaries, including punch list resolution and close-out reports.Through these efforts, I ensured the successful execution of complex projects, improved operational efficiency, and strengthened relationships with key clients.

Seattle, Washington, United States

In my role as Senior Project Manager, I oversaw the planning, coordination, and execution of complex projects, ensuring they were delivered on time and within budget. I collaborated closely with cross-functional teams and served as the main point of contact for customer issues on-site.Key Responsibilities and Achievements:Project Planning & Execution: Reviewed project proposals to determine timelines, procedures, and staffing requirements, ensuring projects stayed on schedule and within budget constraints.Cross-Functional Collaboration: Worked closely with sales, design, and management teams to assign responsibilities, define project scope, and establish accountability, ensuring seamless execution.On-Site Leadership: Attended construction and safety meetings, provided technical advice, and resolved issues on-site. Managed daily communications with foremen and monitored construction progress.Customer Relationship Management: Served as the primary contact for customer concerns and led punch list walk-throughs, ensuring all punch list items were resolved promptly per SLA requirements.Budget Management & Reporting: Personally tracked and managed project budgets, reviewing status reports and adjusting schedules as necessary to meet financial and operational goals.Logistics Coordination: Managed direct shipments, coordinated truck scheduling, building access, elevator reservations, and product staging, ensuring smooth installation processes.Team Leadership: Indirectly supervised up to 50 team members, overseeing job planning, task assignment, performance reviews, and team development. Worked with management on rewarding associates and addressing complaints or performance issues.Through effective leadership and coordination, I consistently delivered successful projects, fostering strong relationships with both customers and internal teams while ensuring operational excellence.

Greater Seattle Area

As Contracted Facilities Project Manager, I supported Starbucks in managing large-scale moves, office reconfigurations, and facility refresh projects across headquarters and regional locations. My role involved coordinating complex logistical projects, managing budgets, and working with multiple vendors to ensure seamless execution.Key Responsibilities and Achievements:Moves/Adds/Changes (MAC) – Starbucks Support Center:Worked closely with Starbucks partners to develop new space plans, coordinate multi-partner moves, and oversee project completion. Managed vendor coordination, cost quotes, budgeting, and project timelines to ensure efficient execution.Starbucks HQ Refresh/Restack Project:Led the restack of Starbucks' headquarters, overseeing the teardown, recycling, and rebuild of 3,000+ workstations according to new standards. Managed labor budgets, truck/shipping schedules, and project timelines while coordinating multiple vendors and providing regular client updates.Regional Office Projects:Managed office builds, reconfigurations, and teardowns at Starbucks locations nationwide. Created and maintained labor and materials budgets, coordinated with contractors, property managers, and Starbucks leadership, and provided weekly progress updates during construction meetings.Post-Project Support:Provided ongoing support after project completion, resolving any issues and ensuring a smooth transition for Starbucks partners.Through effective project management and coordination, I successfully delivered complex facilities projects that supported Starbucks’ operational goals while ensuring minimal disruption to daily operations.

Minneapolis, Minnesota, United States

As Project Manager, I led multi-million-dollar installation projects for high-profile clients, overseeing all phases from planning to execution. My focus was on stakeholder engagement, budget management, and ensuring projects were delivered on time and within scope.Key Responsibilities and Achievements:Stakeholder Engagement: Developed, communicated, and managed project timing and action plans with key stakeholders. Led pre-installation meetings and coordinated with internal and external teams to ensure project readiness.Budget & Cost Management: Prepared labor and material cost estimates, provided value engineering recommendations, and managed project budgets to ensure efficient use of resources.Installation Oversight: Scheduled product delivery and installation, coordinating logistics with operations, service providers, and freight companies. Directed on-site foremen to ensure installations were completed on time and within budget.Change Order Management: Accurately documented, executed, and charged change orders and additional services, ensuring all changes were properly accounted for and billed to the relevant parties.Post-Project Review & Improvement: Conducted final punch list walk-throughs with customers and addressed any outstanding issues. Reviewed completed projects to identify areas for improvement and recognized exemplary team performance.Team Leadership & Performance Management: Managed installation supervisors, setting expectations, providing regular feedback, and conducting performance reviews.Notable Projects: Led multi-million-dollar installations for clients such as Mesa Community College, Starwood Hotels and Resorts, Arizona Diamondbacks/Colorado Rockies Stadium, Qwest, Bank of America, PepsiCo, Phoenix Children’s Hospital, and more.These efforts consistently ensured that projects were delivered with a high level of client satisfaction and operational efficiency.

Bellevue, Washington, United States

Roles and Responsibilities:● Acted as the communication hub and point of contact with customers, field leads, and sales representatives.● Verified on-site field measurements.● Reviewed and approved product specification accuracy prior to order entry.● Established installation labor budgets for assigned projects.● Determined all critical shipping information including product arrival timing, boxed or unboxed, tagging sequences, and side markings.● Participated in pre-installation meetings with Lead, Sales, Design, and Project Coordinator.● Gathered all necessary documentation including installation drawings, project checklists, product list, and Hedberg tickets.● Worked with customer and construction trades including general contractor, electrician, data and phone trades, etc.● Coordinated with building management for delivery logistics. ● Prepared, distributed, and updated project schedules; provided timely status updates to Project Manager.● Handled service accounts for clients.

Bellevue, Washington, United States

Roles and Responsibilities:● Installed system furniture according to manufacturer's recommended procedures.● Provided solutions to customer issues by continually assessing the changing needs of the customer and the design space.● Making appropriate decisions to correct the problem, and communicating those solutions to the customer, the Project Manager and the Design Department.● Ensured all Barclay Dean equipment was returned to Barclay Dean.● Reported and documented all damaged product or installation problems to Project Manager.● Complete all job related paperwork timely and correctly.● Pre-Sold Warehouse Manager

Bellevue, Washington, United States

Roles and Responsibilities:● Managed entire warehouse for incoming new product and two employees.● Directly responsible for scheduling manpower for upcoming shipments and pulls.● Pulled orders and strategically staged product on dock for installs going out next day.● Inventoried and performed cycle counts to maintain accuracy levels in warehouse.● Created damage reports for product that was received damaged into warehouse – relayed this information to Project Manager and sales person.● Responsible for overall cleanliness of warehouse and dock.● Had large part in the responsibility for bringing warehouse accuracy up from forty percent accurate to ninety nine percent accurate.

Master’S Of Organizational Leadership

A Master in Organizational Leadership is a multidisciplinary area of study that focuses on leadership that is anchored on organizational.

Bachelor'S Degree, Organizational Leadership, Graduated Summa Cum Laude

My degree in Organizational Leadership has helped to prepare me for leadership positions in a wide range of organizations and career.

Business Associate'S, Business Administration And Management, General

Many college level management and business classes/seminars completed