AAA Northern California, Nevada & UtahDirector of Operations Strategy
Jan. 2019 - Aug. 2021Walnut Creek, CAResponsible for 3-5 year planning horizons, quality management and improvement, driving strategic projects, managing the ‘Member experience’ product line, expense reductions against $250 million budget, and innovating technology solutions to enhance operations. Effectively manage a direct team of 6 in 3 states and drive strategy and improvements across 7 states.
•Spearheaded a two-year task force of 20 product managers, CX leaders, and thought leaders analyzing and improving the end-to-end Member journey o Eliminate over 23 defects in the member experience improving the overall satisfaction of over 6 million members by 50 basis points o Reduced FTE processing time by 25 hours per week
•Created and chaired a Business Resource Group designed to create a more diverse and equitable workplace o Drove policy change with three Business Resource Groups to enable a more inclusive experience for Members including language and physical considerations o Partnering with local organizations to increase recruitment for AAA •Strategically cultivated a geo-special technical improvement which improved operational efficiency by 10% in rural areas o Has reduced expense by $600,000 in 2021, year-to-date
•Successfully reduced 2020 expense by over $10 Million vs a $250 Million expense budget through policy, planning, and innovation
•Transformed training program by creating a localized plan increasing 2021 planned fleet production by $700,000
•Owned change management while reducing the complexity of the Member facing Policy Guide by 50%
•Invested in team engagement and built team engagement activities, increased NPS by 25% in one year