Strategic and creative leader with 20 years of progressive experience attaining and exceeding substantial growth targets and major process engineering projects for regional and national operations of Fortune 100 company. Successful at strategic thinking, motivating and developing others, and coaching. Adept at using data to solve complex problems and transforming business processes.
Coaching and Mentoring
Creative Thinking & Problem Solving
Project Management and Delivery
Budgeting / P&L management
Six Sigma / Lean
08/2016 to Current
Sr Director Business TransformationSears Holdings － Hoffman Estates, IL
Lead business redesign effort to dramatically simplify service fulfillment, remove waste and improve profitability by $50M annually.
Launched new field workforce management solution (call booking, routing, dispatch, and field mobility) including vendor selection & management, technology requirements, implementation and change management for 6000+ field technicians
Established service quality agenda and lead continual improvement group to drive out defects in service fulfillment
Lead change and transformational initiatives across home services businesses
02/2010 to 08/2016
Sr. Director Workforce OptimizationSears Holdings － Hoffman Estates, IL
Led strategy and execution of all support and technician enablement functions for Sears In-Home repair business including: workforce planning; labor sourcing; routing; capacity utilization; engineering services, training and technician process; engagement and retention; calibration lab & technical support call center; sales & operations planning processes; and business transformation strategic initiatives.
Managed $300M+ technical payroll budget and $25M+ support operations statement.
Created flexible service model and introduced a contractor network to right-size employee workforce.
Introduced optimization concepts and hired linear programming resources to build out sophisticated optimization models.
Reduced routing support costs by 25% ($5M)
Transitioned technician training and technical support to on-demand / just-in-time delivery by leveraging mobile technology and building out knowledge management platform.
02/2008 to 02/2010
Director Enterprise Strategy & OperationsServiceLive Inc － Hoffman Estates, Illinois
Directed Sears Holdings enterprise engagement & overall operations with start-up company www.servicelive.com, an online services marketplace.
Served on executive leadership team responsible for website design, revenue model, process flows, sales, operations support and customer engagement strategies.
Orchestrated 18% reduction in contractor expense through increased competition and service order bidding process execution ($20M annually).
Invented Order Grouping technology (Patent 61/089366 pending) to package multiple orders in a single event.
Designed call center tool: "Workflow Monitor" to improve operational efficiencies.
02/2005 to 02/2008
Director Retail InstallationSears Roebuck & Co. － Hoffman Estates, Illinois
General Manager of retail installation and contracted services repair business: $180M revenue; 900K product installations and 250K repair visits annually.
Decreased extraneous contractor payments by 14% and delivered 16% decrease in operational costs through field reorganization
Launched Quality Management System and achieved registration to ISO 9001:2000 standard.
Transitioned this business from paper-based to electronic dispatch
02/2003 to 02/2005
National Manager Parts ProcurementSears Roebuck & Co. － Schaumburg, Illinois
Managed $15M procurement/operations budget and led centralization of field sourcing function including all hiring, work instructions, business processes and general management
Achieved 200% improvement in average speed to answer inbound phone calls, 80% improvement in parts fill rate, and 20% reduction in product replacement costs vs. decentralized baseline while performing 10.7% better than payroll plan.