Manager of Web Experience/Digital Operations

Christopher Vezzosi

**** ****** *** ****** 973-***-****

Bloomingdale, NJ 07403 ******************@*****.***

--Profile--

Competent and confident business management professional with a focus on operations and site experience. Disciplined project manager with the ability to bring together varied stakeholders to elevate short and long term project goals. Leveraging business and IT project management and leadership experience in the retail industry, my professional background lends to my ability to think outside of the box. I have a proven ability to develop, present, and fully execute strategic project plans, as well as enhance business and technical process flows. Knowledgeable across functional areas such as: Mobile applications, Digital, Customer Experience, Store Operations, IT, Supply-Chain, and Order Management.

Core Competencies and Project Management Experience

Ø POS/Store Systems Ø Project Management Ø Strategy

Ø Omni-channel Retail Operations Ø JIRA/MS Proj/Visio Ø Process Improvement

Ø Change Management Ø Scope Control and risk management Ø Agile/Waterfall

Ø Voice of Customer(VOC)/Customer Experience Advocate

Recent Management Highlights

Managed Order Management release 1 launch to retail store locations through requirements gathering, System Design, UAT completion and sign-offs, and store training for launch.

Implemented OnContact 7 CRM system as the project manager for this migration. Worked closely with Customer Service and IT partners to ensure that no functionality or data was lost during the transition and rollout. Managed project from requirements to implementation in US and offshore locations.

Lead Voice of Customer (VOC) SWAT team to ensure that any Web store defects or UX deficiencies were proactively identified and immediately corrected to provide the best possible experience, especially in Cart & Checkout.

Professional Experience

TOYS “R” US, INC. Wayne, NJ 2/2010 to 2/2017

E-Commerce Manager, Web Experience (2015 to 2017)

Primary responsibilities included ownership/management of large project tracks, ensuring each is on track and delivered with quality. Other responsibilities included:

Management of large online and store initiatives at Toys R Us to expand upon multi-channel fulfillment offerings and provide best in class customer experience

Project management oversight for various tracks of a large, multi-year project, including the management of our customer-facing Operational Email platform

Managed the Customer Operational Email track for the Web store replacement as a stretch assignment. Managed the gathering of requirements, identification of triggers, approval of system designs, creation of UAT scenarios.

Partnered with internal Creative teams to help develop refreshed email content and managed vendors responsible for the production implementation

Implemented a Virtual Assistant tool on the Web store to create a more streamlined customer experience as well provide an avenue of self-service, while reducing call and live chat volume

Reviewed and clarified Voice of Customer(VOC) feedback by utilizing survey and session replay tools, and worked closely with IT counterparts to triage and subsequently implement any bug fixes or UX deliveries

Developed ad-hoc email campaign process flow and SOP to streamline the process by which we reach out to Customers when a large-scale issue occurs

Christopher Vezzosi Page Two

Mobile: 973-***-**** ******************@*****.***

Professional Experience Continued

Manager, Store Systems, (2012 to 2015)

Responsible for managing the development and execution of large-scale projects designed for the Domestic retail business, and ensured the delivery of the projects on time, on budget and with quality. Other responsibilities included:

Oversight and planning of all components of the project plan, through all phases of the PM framework for brick & mortar as well as Digital projects

Successfully managed the implementation of many large projects, including: OnContact 7 CRM, Online Layaway, and the 1st release of a new OMS system.

Worked with project sponsors to build out delivery of each project on time, on budget and at the quality promised

Led large cross-functional teams, leveraging SMEs and technical partners to thoroughly understand needs and requirements for each project implementation

Provide direction and feedback to the support and QA teams

Closely collaborate with numerous partners (Customer Service, Communications, Store Operations) at the needed time during the project lifecycle from inception to project pilot/rollout

Track results of all implementations and reported them to senior leadership and cross-functional project teams, for any further feature enhancements, defects, or UX issues.

Store Systems Analyst, (2011 to 2012)

Provided Project Management support, and responsible for all phases of store Point of Sale projects.. Responsibilities also included:

Led project team and worked closely with cross-functional partners in developing and implementing brick and mortar store hardware & software implementations

Made recommendations relative to store Point of Sale strategy and execution to operational partners

Managed multiple software releases per year, with overlapping seasonal releases

Developed training documentation and SOPs for store team members specific to each project and/or enhancement

Managed various store hardware projects, from device-selection to implementation, on time and on budget

Created DCF briefs including ROI to submit to PMO office for all capital projects

Asset Protection Analyst, (2010 to 2011)

Delivered shrink reporting and store inventory reporting to the AP team and the field for 850+ retail store locations. Responsibilities also included

Assisted in the review of shrink reporting and analysis of direct product receipts and transfers on a per/store basis, to locate shrink dollars and units

Worked with team partners in the review and acceptance of each retail stores’ inventory reporting through RGIS

Successfully developed and led a coordinated effort with Law Enforcement agencies across the country, to provide security to hundreds of store locations for Black Friday.

Education

6 credits from BA, Management

Montclair State University, Montclair, NJ

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