Senior Operations Manager
Decisive and detail-oriented Senior Operations Manager offering over 18 years of experience in providing strategic leadership and oversight to the Management team and Area Managers as well as driving revenue growth and provided recommendations for efficiency. Highly skilled in identifying and implementing strategies and efficiencies to enhance customer experience and align with business operations. Demonstrates an organized & methodical approach while leading process improvements based on evaluation of existing procedures and business needs. Adept at driving creation of quality initiatives, process change initiatives and other lean initiatives to enable functional area to exceed business plan, maintaining standards, and striving for service level improvements. Strong approach in supporting operational strategy and innovation to drive business goals for revenue, operational performance, and profitability. Proven skills in driving continuous improvements to maintain high-performance workforces that emphasize quality, & optimal productivity. Effectual leader with exceptional team managements and communication skills which ensures clear action.
SKILL AREAS: Strategic Leadership Operational Strategy Quality Metric Improvement Processes Business Negotiation Business Processes Documenting Budget Development Operational Excellence Service Metric Analysis Planning and Organizing Customer Service People Management
Amazon Transportation Services; Sort Center Operations, Pittsburgh, Pennsylvania (Oct 2016 – Oct 2018)
Operations Manager (L6)
Managed and lead a team of Operations and Area Managers, coaching and mentoring the 6 new management team members to ensure performance objectives are met.
Administered team of 3-5 Area Managers and 550+ hourly associates at PIT5 location.
Streamlined New Hire Orientation by enhancing learning team processes.
Established operational objectives and work plans and delegated assignments to subordinate managers.
Evaluated factors driving results by analyzing key aspects of business and updated Standard Work Documents for Process Assistants.
Accountable for daily sort planning and execution for estimated 55,000-90,000 Amazon packages/day.
Assured productivity, safety and customer expectation goals.
Ensured all aspects of operations are executing by coordinating regularly with HR/Safety/Logistics/Security/Facilities.
Employed A3 Process improvement to drive associate engagement, productivity and quality metric improvement.
Enhanced Throughput/Hour (TPH) from low 40s in October to mid-upper 50s in April/May-an average-38% improvement YOY.
Analyzed process improvement of internally measured quality metrics by utilizing Sort Center Quality Metrics knowledge.
Achieved “Benchmark Auditor” Self-Audit certification for Sort Center Standard Work-Processes from Amazon.
Prepared initial Standard Work Document for Area Managers and Process Assistants.
FedEx Express – Middleburg Heights, Ohio/Youngstown/Akron, Ohio (Jan 2012 - Sept 2016)
Senior Operations Manager
Delivered training and coaching to management team and new peer Senior Managers to assure smooth transition into management positions.
Managed multiple locations; exceeded company objectives with Service Metrics.
Held the membership of District Self-Audit team and District Safety Improvement Team.
Spearheaded a team of 5 Operations Managers and 140 hourly employees at Cleveland/Middleburg Heights locations and a team of 6 Operations Managers and 145 hourly employees at Youngstown/Akron locations.
Managed sort, delivery and pick-up of time-sensitive, express packages-Average daily inbound/outbound volume-25,000-35,000 and ensured consistency and compliance with departmental and company policies.
Accountable for Control Self-Monitoring (CSM-self audit).
Oversaw operational processes and provided recommendations for efficiency improvements and scalability.
Enhanced employee loyalty and reduced turnover through the implementation of innovative programs.
Coached and developed new peer Senior Managers in the district on Leadership, Business planning and execution and CSM Audit processes.
Improved productivity- in Cleveland/Akron locations and stops per hour (SPH) by 4% YOY.
Successfully accomplished FedEx Express Operations during the 2016 Republican National Convention in Cleveland, Ohio.
FedEx Express – Pittsburgh, Pennsylvania (Jun 2004 – Jan 2012)
Ramp Operations Manager (Jun 2004 - Sep 2010) District Service Assurance Manager (Sep 2010 – Jan 2012)
Career Progression: Ramp Operations Manager (Jun 2004 – Sep 2010) District Service Assurance Manager (Sep 2010 – Jan 2012)
Resolved operational inefficiencies by plotting process activities to desired outcomes.
Endorsed operational improvements based on tracking and analysis.
Documented business processes and analyzed procedures aiming at achieving business needs.
Examined multiple service metrics for District encompassing of 39 pick-up and delivery locations and 5 airport locations
Executed service analysis and process improvement approvals for 2 District Directors, 15 Senior Managers, and 93 Operations Managers.
Spearheaded a team of 26 hourly employees alongside managed package sort, aircraft and trucking operations for FedEx Express Cargo facility in Pittsburgh-Average outbound daily volume-95,000 packages.
Functioned with 12 FedEx Express locations to facilitate express package movement to facility for sorting and distribution.
Facilitated express package movement for sorting and distribution by functioning diligently with high volume customers and led safety teams and staffing.
Successfully achieved highest SFA (Survey Feedback Action) score in the Central Region in 2015.
Acknowledged with People Award for the Three Rivers District as Senior Manager of Youngstown, Akron, and Cleveland locations 4 times consecutively.
FedEx Express – Youngstown, Ohio (Jun 2002 to Jun 2004)
Bachelor of Science: Organizational Leadership University of Charleston - Charleston, West Virginia 2013
Technical Skills: MS Office applications