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Work Background
AmazonGlobal Head of Devices and Digital Customer Success Strategy, Transformation, and Shared Solutions
Feb. 2022• Develops and implements global strategy and innovative support experiences that drive engagement and deliver quantifiable value Amazon and 500M+ customers.
• Architect and leader of the transformation from customer service to customer success, including customer and employee research, continuous improvement and optimization, learning, people and culture, global communications, content strategy and operations, and multimedia design and interactive experiences.
• Leads global shared solutions (23 languages, across 44 global sites) for 500 corporate employees and 23,000 technical support associates. Scales to drive +5% efficiency while supporting double-digit business growth and the addition of new markets and languages.
• Leads 3-Year Strategic Planning, Annual Operating Planning, Org Design, and the ongoing Rhythm of the Business.
AmazonGlobal Product Manager, Amazon and Alexa Devices & Services Customer Support
Aug. 2020 - Apr. 2024Seattle, Washington, United States• Architect of the customer product and service experience for Alexa, the Echo Family of Devices, FireTV, Kindle, and Tablet.
• Key partner to Devices & Services senior leadership, product and engineering teams, and launch teams from the earliest stages of product concept through launch and ongoing use to continuously improve the product and customer experience for over 400M Amazon customers globally.
• Relentlessly advocated for the customer experience, influencing the product and service strategy and specifications, pioneering new support strategies for emerging products and categories, and influencing the future Amazon Devices & Services product roadmap.
AmazonGlobal Product Manager, Emerging Products Customer Service- Digital, Device and Alexa Support
Jan. 2020 - Aug. 2020Seattle, WA
AmazonGlobal Manager, Learning Experience, Instructional Design and Training Delivery
Aug. 2019 - Jan. 2020Seattle, Washington• Led Instructional Design and Training Delivery for 8,000 Technical Care associates, both internal and outsourced, across 28 sites globally who provide Customer Service for Amazon Device, Digital and Alexa products and services.
StarbucksVice President, Business Transformation and Shared Services
Jul. 2017 - Apr. 2019Greater Seattle AreaStrategy, Portfolio Management, and Post M&A Business Integration – Office of the CFO
• Led business strategy, operating plans, change management, continuous improvement, project management, and business optimization for global business and functional leaders and their teams to drive improvement in employee engagement, results, and shareholder return on investment.
• Built and implemented the Business Integration practice for Starbucks Coffee Company. Led global cross-functional teams to develop and execute strategic and operational plans for post-M&A business integration initiatives across the enterprise, such as the closure of the Teavana retail store and e-commerce businesses, the divestiture of the Tazo brand to Unilever, the acquisition and integration of
1,100 licensed stores in China, and the transition of Starbucks and Nestlé to a Global Coffee Alliance. Shared Services and Customer Contact Centers
• Led the strategy, operational planning, and implementation of the Global Shared Services Strategy for Starbucks including organizational design, asset management, change management, communication, and leading cross-functional planning and execution.
• Provided strategic direction, daily operational leadership, and execution of company-owned and outsourced contact center operations supporting customers, employees, and vendors
• Developed and implement effective strategies to enhance operational efficiency, maximize productivity, and continually raise customer satisfaction scores while simultaneously delivering value and reducing the cost of service.
StarbucksVice President - Retail Stores, Sales, Operations and Learning & Development
Jan. 2014 - Jan. 2018• Developed the vision, strategy and led execution of sales & operations for 360 Teavana Specialty
Retail stores in the US and Canada. Key responsibilities included: Leading Regional, District, and Store Managers; Building and leading the Store Operations and Learning and Development functions; and Development and delivery of operating plans, budgets, and roadmaps to increase sales, and conversion, improve customer satisfaction, loyalty, and retention. Key accomplishments:
• Developed and influenced the creation, execution, and communication of brand strategy across the enterprise globally including the vision, mission, and customer experience for Teavana in the Starbucks Shanghai Roastery
• Developed and implemented a store-operating platform to increase business acumen and provide a structured approach to management of the business at the store-, district- and regional-level.
• Developed and implemented a new labor model and management processes to support partners,improve productivity and the customer experience and manage the cost of productive and nonproductive labor.
Harry & DavidVice President of Retail Stores and Operations
Jan. 2013 - Jan. 2014Medford, Oregon Area• Reporting to CEO, led all facets of multi-channel retail operation including Stores, Operations,Marketing, Finance, Store Development, and Visual Merchandising for 60 store gourmet food and gift chain. Key Accomplishments:
• Developed and implemented an industry-leading seasonal store program to increase store count by 50% during peak Holiday selling period.
• Consistently delivered +5% in conversion, reduced operating expenses, and increased operating income.
• Designed, developed, and built a new specialty store concept to complement eCommerce brand-leading to successful acquisition by 1-800 Flowers in 2014
Williams-Sonoma, Inc.Pottery Barn
Jan. 2011 - Jan. 2013• While attending school at Harvard full-time, led eight highly-complex home furnishings and home fashions stores with an annual volume exceeding $40M. • Ranked #1 in the nation for comp store sales in 2012 and 2013, delivering double-digit sales increases
Limited BrandsRegional Manager, Bath & Body Works
Jan. 2008 - Jan. 2011• Led talent, operations, and the customer experience for 11 districts and 120 stores, and 2500 employees with annual sales volume exceeding $180M. • Consistently ranked in top 5% for comp stores sales, profit, and conversion.
GAP IncSenior Regional Director, Old Navy Stores
Jan. 2004 - Jan. 2008• Led talent, operations, and the customer experience for 11 districts, 145 stores, and 3,800 employees for high-volume, highly complex specialty retailer with annual sales volume exceeding $480M. • Consistently ranked in top 5% of performance in sales, profitability, and retention. • Executive Sponsor for 2004 and 2005 Field Leadership Conference programming, content, and logistics for 1,650 field and headquarters attendees
GAP IncDistrict Manager, Old Navy Stores
Jan. 2001 - Jan. 2004
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