Michael Leach

Phone: 615-***-**** Email: ad36vg@r.postjobfree.com LinkedIn: www.linkedin.com/in/mjleach

Profile Summary

Senior Supply Chain and Operations Leader

Service-orientated operations leader with a deep-rooted passion for creative problem solving and 20+ years of experience delivering superior cost savings, performance optimization and revenue maximizing solutions. Equally skilled at strategic planning, organizational development and project implementation. Outstanding communicator with keen attention to detail and an innate ability to forge relationships with internal, external and cross-functional stakeholders. Bachelor’s degree.

Leadership & Team Building Strategic Planning Product Development Operations & Supply Chain Management Process & Performance Improvement Business Development and Sales Pursuit Support Distribution Transportation Management and Optimization Inventory Control Reverse Logistics & Repair Warehousing Order Fulfillment Quality Assurance Change Management Data Analysis KPI Implementation Continuous Improvement Project Management Talent Development Vendor/3PL Management

P&L responsibility Lean Manufacturing

Select Accomplishments

Performance Improvement

Lack of internal support threatened Lean Transformation initiative. Communicated benefits to groups, facilitated training and enhanced support team engagement. Revitalized 600-person organization in just 12 months. Reduced defects from 4% to 1%, increased yield from 50% to 75% and improved employee NPS from 50 to 72.

Process Improvement

Client threatened to pull business if turnaround time, product availability, and quality of reverse logistics program continued to fall short of expectations. Examined end-to-end process, identified 3 root problems and engineered redesign. Implemented single connected workflow solution within 30 days; retained $30M client.

Talent Development

Organization lacked talent development infrastructure to sustain unprecedented growth. Championed program that identified qualified internal candidates, delivered classroom/experiential training and developed future leaders. Promoted 20+ employees into supervisory roles; won “Excellence in Practice” award from ASTD.

Customer Satisfaction

Increasing customer complaints threatened business relationship with growing contact center. Removed scripts, retained empathetic employees, developed quality scorecard, empowered resolutions and tracked escalations. Decreased call times by 16% and improved client satisfaction by 25%; retained client (80% of revenue).

Cost Savings

Supply chain department emphasis on throughput resulted in overproduction, poor quality and inflated costs. Developed balanced scorecard and KPI’s that measured/incentivized optimal performance. Shifted to 100% build to demand and improved remanufactured rate from 50 to 87%; achieved annual cost savings of $165M.

Business Transformation

Supply chain operations were outsourced to a third party provider. Provider wasn’t flexible or nimble enough to meet growing business needs. Championed and led effort to insource all supply chain activities. Transitioned all activity to world-class internal facility in less than 90 days. Implemented 6 new clients/programs within first year of operation. Realized significant cost savings (>50%) in several areas of the business. Processed 2.8M devices in first year of operation.

Professional Experience

Gunner Kennels June 2023-January 2024

Multi-million dollar start up providing best in class dog products, 30 employees.

Vice President, Operations

Served as a galvanizing people and business leader, providing clear and regular strategic direction to a team of 10+ people. As an integral member of the Gunner Leadership Team, I led the Operations Department holistically overseeing and improving all aspects of Supply Chain, Warehouse Operations, and Systems & Technology.

Recovered relationship with key supplier by setting appropriate expectations. Resulted in immediate quality, delivery, and cost improvements. Negotiated refurbishment of kennel tooling, saving $40K. Grew this vendor to become primary supplier and include other value-added solutions.

Organized warehouse, making it safer and more efficient. Taped off lanes, exits, and fire extinguisher locations for safety. Moved product staging areas to be more efficient by reducing movements. Zero safety occurrences during my time at Gunner.

Reset warehouse team expectations - establishing metrics, overtime control, work order driven production.

Implemented some basic lean management strategies, including a visual management board, Gemba walks, Kaizen activities, and waste reduction strategies.

Oversaw efforts to have UPS and FedEx compete for outbound business, resulting in rate shopping, better negotiated rates, and significant savings ($200K+ annually) for our outbound shipments.

Traveled to meet all major suppliers to understand how they do things, and what other capabilities they may have. Built relationships with these suppliers that did not exist previously.

Successfully led the team through two new product launches (bumpers and bowls), two special limited-edition kennels, and through Cyber5 and holiday promotions. Handled 33% of Gunner’s annual sales in a 5-week period, meeting and exceeding all customer expectations.

Implemented improvements in inventory control, resulting in our best end of year inventory count – 99.55% accuracy rate achieved.

Partnered with the rest of the Leadership team to execute on key strategic objectives and appropriately manage the department’s budget and P&L.

Warby Parker – Nashville, TN and New York City, NY January 2020-August 2022

Billion dollar disruptive direct to consumer vision care; 3000+ employees

Director, Operational Excellence and Order Management

Used my process improvement, lean leadership, and people management skills to improve order lead times and order completion rates. Reduced friction in the order cycle, resulting in higher customer satisfaction. Worked cross functionally with Customer Experience, Supply Chain, and Manufacturing to implement process improvements that lowered costs and improved the customer journey. Led a team of 3 direct managers, and 4 indirect associates.

Rationalized discount policy in Customer Experience, saving the company $5M annually, while maintaining Net Promoter Score (NPS) of 80+.

Discovered and implemented a returns optimization process in the Optical Labs, saving the company $1M annually and improving sustainability. This was discovered via a Lean Gemba walk in the Lab.

Scaled Vision Insurance partners from 2 to 6, expanding customer options and increasing sales

Developed the team to pivot from tactical efforts to continuous improvement efforts, solving problems at the root cause

Implemented Lean Management training to the Operations team, leading to new and creative solutions to better serve our customers

Employed analytical skills to improve key metrics such as Order Lead Time, Order Completion Rate, and NPS

CTDI– Mt. Juliet, TN October 2018-July 2019

Multi-billion dollar market leader global engineering, electronics repair, and logistics; 14,000+ employees

General Manager, Nashville SuperHub – Comcast Reverse Logistics

Led all activities for CTDI Nashville. Responsible for all operations of 400K sq. ft. facility with 300-400 employees. Accountable for full range of processing, from receipt, test, repair, and order fulfillment. Led 8 direct and up to 400 indirect reports. Owned full P&L responsibility, reporting results to Corporate on a daily basis.

Implemented Lean Principles such as Visual Factory, 5S, and Gemba Walks.

Turned the branch from negative to positive financial results.

Ensured all Client Service Level agreements met each month (100% on time shipping, Timely receipts, Inventory Accuracy, Inventory DOH, several others).

Managed efficient outbound shipping and returns using company fleet transport

Built solid senior leadership team via a combination of new hires and developing existing staff.

Scaled facility and staff to take on 50% more volume due to winning additional business

Improved relationship with on-site Comcast Manager through transparent communications.

HYLA Mobile- La Vergne, TN October 2015-September 2018

$60M market leader in Mobile Device trade-in technology and processing; 400+ employees

Vice President, Global Supply Chain and Processing

Led all supply chain operations teams. Responsible for all aspects of trade in processing, from receipt to order fulfillment; 5 direct and up to 300 indirect reports. Partnered with sales teams to win and support new client growth.

Reduced SG&A departmental spend by $300K by consolidating redundant workflows.

Re-negotiated contract with third party logistics company; reducing cost by 20% annually.

Improved all Key Performance Indicators (Turn Around Time, Work In Progress, Yield, Cost, several others).

Provided support and business intelligence to Business Development and Product Teams resulting in winning 8 new device processing clients/programs.

Moved business away from 3PL provider to in-sourced company owned facility: gained flexibility, six new customers, cost savings of up to 50% in several areas.

Scaled new facility capacity from 15K devices processed in June 2017 to 391K in December 2017.

New Facility successfully certified for R2, ISO 14001, OHSAS 18001.

SVP Worldwide- La Vergne, TN May 2014-June 2015

$700M manufacturer and distributor of sewing machines & accessories; 500+ employees.

Director, North American Customer Service

Managed customer support, order management and supply chain fulfillment teams. Ensured timely, accurate processing/shipment of customer orders and led post-sales customer support teams; 5 direct and 45 indirect reports.

Achieved annual cost savings of $150K by consolidating 4 previously segmented departments.

Redesigned order tracking and fulfillment for Annual Convention; processed $20M in 4 days.

Led process improvement initiative that reduced email response times from 8 days to 24 hours.

Established KPI’s, cross-trained staff, implemented “up-sell” program and secured 3PL partnerships.

Monitored and tended to overseas shipping to Long Beach, CA and to final delivery in TN.

Asurion Corporation - Nashville, TN October 2001-December 2013

Multi-billion-dollar reverse logistics, triage, refurbishment, repair and fulfillment provider; 10K+ employees.

Senior Director, Supply Chain Operations April 2004 - December 2013

Led teams of employees who were responsible for receiving, triage and refurbishment of consumer electronics; 6 direct and 600 indirect reports.

Increased yield from 50% to 75% by implementing Lean Manufacturing methodology.

Reduced defect rates from 8% to 1.5% via continuous improvement initiatives.

Improved like for like model replacement from 75% to 85%; no over or under producing.

Decreased average replacement costs for handsets to 38% of the new product price.

Accelerated new product launch times from 10 months to less than 12 weeks.

Launched training program that improved employee satisfaction by 40% and reduced turnover by 30%.

Simplified work orders processes; reduced labor cost by 17%

Achieved 100% ISO audits for 8 consecutive years.

Promoted from Sr. Manager to Director to Senior Director; grew team from 75 employees to 600+.

Senior Manager, Call Center Operations October 2001-April 2004

Oversaw call center operations for multiple corporate accounts; managed 12 to 275 staff.

Reduced cost per call by 22% through consolidation of call routing groups.

Achieved annual cost savings of $240K by automating outbound verification callbacks.

Led initiative to decrease reliance on live agents; boosted web claims from 0% to 40%.

Implemented automated call monitoring system and launched supervisor empowerment program.

Eliminated executive escalations entirely by implementation of “Office of CEO”

Developed reship tracking processes, quality scorecard and robust customer service training.

Promoted from Quality Manager to Senior Manager.

Education

Bachelor of Arts in Communications, Oakland University, Rochester, MI.

Technical Proficiencies

Office Applications: MS Office, MS Project, MS Outlook, Access, Visio, Mac OSX, Windows, Lotus Notes, Sharepoint, Google Suite, Slack, Asana

Warehouse Management and Reporting: Oracle MRP, Oracle Netsuite, Deposco WMS, Kronos and ADP timekeeping, Microsoft Dynamics (WMS), JD Edwards World MRP, Tableau, Qlikview, and Looker business intelligence reporting

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