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Director of E-Commerce Operations

East Brunswick, New Jersey, United States
November 30, 2017

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**/**** ** **/****

Fairfield, NJ


Executive Profile

Visionary E-Commerce Professional with diverse background in leading teams across DTC business operations and supply chain management. Results-driven strategist skilled at executing new projects, improving productivity & profitability and enhancing customer experience. Creative problem solver with a high degree of initiative and a positive can-do attitude. Teamwork oriented individual with proven ability to lead cross-functional teams. Career Highlights

Directed supply chain operations for multi-million dollar companies through inventory forecasting, planning, sourcing, procurement and logistics

Led implementation teams for new Order Management Systems (OMS) which effectively reduced monthly order management costs by 50%

Project Manager for the design and build of an E-Commerce website from inception to launch and according to scope, budget, timeline and quality standards

Managed on and off-site customer support teams across multiple time zones, resolving customer questions, issues and complaints in order to improve customer experience Skill Highlights

E-Commerce • Website Operations • Supply Chain Management • Fulfillment & Logistics • Customer Service • Product Development • Digital Strategy • Web Analysis • Direct Marketing • Product Management • Project Management • Integrated Marketing • Strategic Planning • Client / Vendor Relations • Brand Launching & Startups Professional Experience

Director of E-Commerce Operations

BulbHead (Division of TeleBrands)

Supervise the daily operations of including the flow of orders from shopping cart to OMS to 3PL to the payment gateway, realizing revenue and order volume increases of 150% YOY Administer supply chain of E-Commerce website through inventory forecasting, planning, sourcing, procurement and logistics

Served as business owner of 3PL partner relationship ensuring all SLA's were met, including ship promise, delivery promise, receiving and returns processing Enhanced ship promise SLA's and order processing accuracy by 20% through execution of enhanced orderfeed API's and managing order fulfillment operations Collaborate with key stakeholders on determining KPI's to track and report the success of company goals Successfully created a vendor compliance program which upgraded inventory delivery accuracy and improved timing of product availability

Efficiently managed 2 direct reports and 2 indirect reports as part of high performing operations, supply chain, and customer experience team

Project owner for the successful launch of BulbHead's drop ship program which improved overall product assortment by 10% while reducing excess inventory storage and inbound freight costs Led the implementation process of new OMS partner which provided a 50% savings in monthly order management costs and delivered superior service and reporting Directed Customer Service team for resolution of consumer complaints related to orders and fulfillment and implemented policies to reduce customer contacts

22 Carter Road, East Brunswick, NJ 08816 C: 908-***-**** 03/2014 to 07/2015

Fairfield, NJ

04/2008 to 02/2014

New York, NY

09/2005 to 04/2008

New York, NY

02/2002 to 09/2005

New York, NY

Brooklyn, NY

Director of E-Commerce Projects

BulbHead (Division of TeleBrands)

Efficiently project managed the design and build of the BulbHead E-Commerce website from inception to launch and according to scope, budget, timeline, and quality standards Key decision maker in the selection of external partners including web platform, systems integrator, OMS, 3PL, payment gateway, fraud management, tax provider, ESP and A/B testing Created business requirements used for the development of the website and also for post launch modifications and bug fixes

Performed QA and UAT on all product releases with a focus on quality UX Effectively managed product roadmap and backlog prioritization based on ROI and company strategic goals Senior Director, Operations & Product Development

Gaiam, Inc.

Administered daily operations of the Direct Response division (DRTV), which included order management, fulfillment and customer service for orders generated via E-Commerce websites and 3rd party telemarketing Successfully forecasted inventory demand and allocation across multiple product lines generating $50MM -

$70MM in annual sales

Oversee supply chain, establish new and maintained existing suppliers (domestic and international), negotiated pricing, delivery schedule, payment terms and purchase order management Productively sourced new manufacturing suppliers for key products that enhanced inventory production by 25% and resulted in an increase in sales of over $5MM Managed industrial designers, engineers, and factories in the new product development process of conceptual ideas of hard-line goods which generated $100MM in sales revenue Led migration and implementation project of new order management, continuity and customer service systems Directed on and off-site customer support teams across multiple time zones, resolving customer questions, issues and complaints in order to improve customer experience Director, Marketing Operations

Gaiam, Inc.

Managed 3rd party telemarketing company and developed new scripting tests for all Direct Response campaigns which enhanced customer acquisition and order conversion Collaborated with E-Commerce marketing team on new A/B tests which increased conversion by 10% resulting in more than $300K in additional revenue Successfully increased continuity subscription starters and reduced attrition of existing members through ongoing testing at the point of order and backend midstream Effectively executed continuity subscription win back program and brought back 10,000 customers resulting in more than $200K in additional revenue

Director, Inventory Operations

GoodTimes Entertainment

Produce and maintain inventory forecasting reports to insure timely fulfillment of orders across all Direct Response and Internet marketing campaigns

Issue purchase orders and track delivery schedules for all sourced products, domestic and international Create, define and setup all marketing promotions, SKU numbers and BOM's in OMS for Direct Response and web to track and identify product sales


Bachelor of Arts: Economics

CUNY Brooklyn College

Additional Information

Proficient in Microsoft Office, Magento, Google Analytics, Monetate, DOMO, Jira, Basecamp, Trello

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