Sr Director Business Transformation Resume Example Sears Holdings

SR DIRECTOR BUSINESS TRANSFORMATION

Executive Profile

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.

Skill Highlights

Strategy
Coaching and Mentoring
Creative Thinking & Problem Solving
Project Management and Delivery
Operations
Budgeting / P&L management

Communication
Human Resources
Process Improvement
Negotiations
Continuous Improvement
Six Sigma / Lean

Professional Experience

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.

02/2001 to 02/2003

Product Engineering ManagerSears Roebuck & Co. － Hoffman Estates, Illinois

Managed product and service quality to ensure superior execution of repair processes.
Generated $91M+ in revenue by coordinating national repair response to safety recall of 1.8M products.
Improved floor care product defect rate by 12% through statistical analysis of quality trends.

02/2000 to 02/2001

Six Sigma Black BeltSears Roebuck & Co. － Hoffman Estates, Illinois

Slashed $28M+ annually in rework expense by by optimizing technician start of day process . Drove 12% increase in technical productivity.
Saved $1.6M through rework reduction by analyzing routing system and identifying unproductive logic strings.

01/1996 to 01/2000

Regional and District SupportAlbany, New York

Education

Master of Business AdministrationUniversity of Phoenix － Schaumburg, Illinois

Bachelor of Arts in HistoryUniversity of Rochester － Rochester, New York

Coursework in political science, history and economics
President of Alpha Phi Omega; service fraternity

Other Certifications & Training

Johns Hopkins University Executive Data Science Specialization
Michigan State University, Executive Women Leadership Program
Franklin Covey, 4 Disciplines of Execution
Vital Smarts Influencer Training
ISO 9001:2000 Internal Auditor
Six Sigma Black Belt Certification
Sears Enterprise Certified Change Agent
Advanced Statistics/ Minitab Training
Leap Technologies Workout Coach Certification

Awards & Honors

Sears Enterprise Information Technology STAR award
Sears Product Repair Services award for Entrepreneurial Innovation
1st Place Award for Project Business Impact at Sears Quality Symposium
Chairman's Team Award

Resume Overview

Companies Worked For:

Sears Holdings
ServiceLive Inc
Sears Roebuck & Co.

School Attended

University of Phoenix
University of Rochester

Job Titles Held:

Sr Director Business Transformation
Sr. Director Workforce Optimization
Director Enterprise Strategy & Operations
Director Retail Installation
National Manager Parts Procurement
Product Engineering Manager
Six Sigma Black Belt
Regional and District Support

Degrees

Master of Business Administration
Bachelor of Arts in History
Other Certifications & Training
Awards & Honors

Sr Director Business Transformation Resume Example

Resume Score: 60%

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