Steven Slatcher Email & Phone Number

Phoenix, Az, Us

Mesa, Arizona, Us

I am proud to have founded an operations management consulting firm that focuses on what I believe are the only two things that matter when running a business: Operational Rhythm and Organizational Health. I now serve as the Principal Consultant in helping organizations of all sizes to excel in these two critical areas of business discipline. At 2TM, my sweet spot is working with front and back office Operations leaders (and their leadership teams) in helping to establish the necessary cadence, or rhythm, that results in a continual state of Operational Excellence. Simultaneously, I help to create an urgency and cadence of purposeful effort around developing a healthy work culture. Not to be forgotten, I am also glad to partner with Leadership Development executives as my consulting very much crosses into the "LD" coaching space as well. I am never satisfied in helping clients to simply obtain short-term results. Instead, my added focus in creating a healthy work culture where results will be sustained over time helps to differentiate 2TM from other, more traditional, operations management consulting firms.

Mesa, Arizona, Us

Because of my quick and noteworthy success as a Director, I was promoted to Vice President accountable for a 300-person operations department including employees, contracted workers, and both outsourced and offshore operations across 14 remote sites. I was also accountable for a multi-million dollar budget, with full P&L responsibility. Creating operational efficiencies and scale were key components to my growth strategy. Serving with a team of experts at the helm of propelling smart mobility technology to the next level, I was proud to have led the delivery of best-in-class service for Verra Mobility's customers while making transportation safer, smarter, and more connected for communities. Not surprisingly, I expended much purposeful effort into engaging employees which resulted in satisfied people performing their very best work.

Mesa, Arizona, Us

As the Director for a global leader in the installation, maintenance, and management of cutting-edge technology positively impacting driver behavior and enhancing road safety, I provided leadership for a 200-person organization with remote office locations across the country and overseas that processed 50 million events annually. Controlling a multi-million dollar budget and P&L reporting, I also oversaw subcontractors and offshore operations while attaining 99%+ service levels for my customers by leveraging Lean principles to re-engineer the operational service model. My purposeful efforts in connecting with my people were not in vain as my department employee engagement scores increased significantly within the first year at Verra Mobility.

Phoenix, Arizona, Us

I was recruited to serve at a senior level for a securities and investment advisory services firm representing one of the most extensive networks of independent wealth management firms in the country. Onboarding and leading a dual-purpose squad of service experience and business transformation specialists, I aligned myself to two crucial organizational initiatives, one of which involved a company-wide customer service training effort in collaboration with a well-known consultant. I unified customer experiences and business priorities to position the company for further growth and led the charge for the much-needed service culture transformation across the enterprise.

San Mateo, Ca, Us

Stepping into a key role with a consumer debt solutions company, I managed an 80-person payment processing operations function focusing on operational efficiency, continuous improvement, and customer experience. Applying my proven methods of streamlining operations, I quickly slashed costs by hundreds of thousands of dollars and improved customer experiences in less than three months by migrating 20% of payments to a novel automated clearinghouse payments channel. In this role, I also led all Quality Assurance functions for the firm. While with Freedom Financial, I was proud to have had among the highest employee engagement scores in the company.

Valley Forge, Pa, Us

While overseeing 15 continuous improvement practitioners, my team designed changes that positively impacted the company's operational effectiveness and the customer experience. I spearheaded the firm-wide deployment of a Lean Six Sigma process improvement program which simplified process improvement so that all 15,000 employees, regardless of tenure or job level, could fully embrace continuous improvement in their day-to-day work. My success was affirmed through an invitation to serve as the keynote speaker for the International Quality and Productivity Center's annual customer experience summit. Sharing my approach to creating a company-wide culture of continuous improvement with like-minded leaders instilled in me a great sense of personal and professional pride. During my 7+ year tenure in this critical role, Vanguard's assets under management surged from about $1 trillion to $4 trillion while essentially maintaining a flat headcount. My team's efforts helped tremendously with this incredible scaling effort!

Valley Forge, Pa, Us

Segueing my talents into a Business Development role, I oversaw a large (but short-term) resource management initiative and served as the project leader representing the various business subgroups at Vanguard. Partnering with senior-level executives from each internal department and a skilled IT scrum team, I designed a new workforce planning and staffing method while transforming traditional call centers into multi-channel contact centers. Service levels were improved while abandoned calls dropped. Call center employees embraced this new tool which significantly increased their autonomy while also improving their overall employee experience.

Valley Forge, Pa, Us

I was nominated by senior leadership to join the Center for Excellence for a two-year rotation to become certified in Lean Six Sigma. During this rotation, I was responsible for managing high impact projects for various departments across the Retail division using a number of continuous improvement tools and techniques. At the end of the rotation, I received my Vanguard Six Sigma Black Belt certification, and then later obtained a second Six Sigma Black Belt certification through the American Society for Quality (ASQ).

Bachelors Of Science, Business/Finance

Undergraduate Coursework

Undergraduate Coursework