Manage daily operations of the Field Services & Installation team that supports installation, repair services, and warranty services. Own the forecast, market rollout, revenue growth plan, and P&L for the Install Services business. Define and drive the business development strategy for Install Services by product category and channel. Partner with agile technology teams to drive digital capabilities that streamline the consumer experience, generate revenue, and improve efficiency of the installer and field service Authorized Service Representative (ASR) network. Implement enhancements in digital capabilities such as Salesforce.com field service, and the integration of Salesforce into other enterprise systems such as Kohler.com and SAP. Achieve top quartile customer experience Net Promoter Score (NPS) for both Install Services and Field Services. Approve all consumer and trade facing Install Services collateral, including presentation on Kohler.com and digital media. Collaborate with Channel Marketing, Category Management, and Quality teams to create product related assets and training strategy to ensure national installer and ASR coverage.

Managed all aspects of a B2B Customer Service Operations organization with 80+ associates serving all wholesale and R/Etail customers in the U.S., Canada, and Mexico. Drove a Brand Ambassador culture and deliver world class service for customer contacts related to pre-sale, product availability, order expediting, and problem solving. Leveraged voice of the customer and work cross-functionally to drive improvements in customer experience, including on-time shipping, OS&D, deductions, and order fulfillment cycle time. Supported cross-functional business case development, IT requirements, and process design for new channels/products. Developed and executed a staffing, training, and operations strategy for creating a new team to answer Kohler.com order fulfillment inquiries.

Managed all facets of a B2B Customer Service Operations organization with 50+ associates serving domestic wholesale customers. Directed all activities, programs, and procedures in the order fulfillment process, including order entry, claims, and product returns. Drove Supply Chain Alignment with new and existing distributors by leading efforts focused on order quality, delivery performance, lead-time reduction, appropriate inventory levels, and taking cost out of the extended Supply Chain to provide customer value. Partnered with customers, Supply Chain, Sales, Marketing, and Operations to identify and implement process improvement opportunities that drove improved levels of service and productivity. Implemented a new 24/7 distributor self-service portal that improved the customer experience and reduced non-value added activities. Implemented a new portal-based expedited shipping program.

Managed all operations for a B2C Customer Service call center with 115 associates who answered over 1 million customer contacts annually. Drove process improvements that decreased Average Speed of Answer by over 75%. Implemented a Quality Monitoring process that increased customer satisfaction scores by 11 points. Partnered with Quality and Engineering to decrease faucets warranty costs by over 30%. Led the implementation of SAP's CRM Interaction Center in the Customer Service organization. Relocated the Customer Care Center without disruption to customers and 2% under budget.

Collaborated with multiple business units to establish systems objectives and solutions. Directed the design and implementation of computer systems and programs that increased the effectiveness of the business.

Supervised and managed the day-to-day operations of the Kohler and Sterling brand pricing groups. Developed pricing strategies for both wholesale and retail business channels.

Managed all phases of the mid-year and annual price change processes for Kohler and Sterling. Conducted special projects to support the development of corporate strategic plans and business initiatives.

Supervised and managed all aspects of the Deductions Processing team and the Pricing Administration team. Led multiple initiatives involving the two largest retail customers, Sales, and Corporate Credit to reduce the customers’ past due receivables by 85%.

Coordinated the integration of Customer Service operations of Sterling Plumbing into Kohler Company. Established a 12-month work plan and completed the project six weeks ahead of schedule and 5% under budget.