Customer Care Project

Craig D. Goodspeed

Columbus, Ohio *****

*********@*****.*** +01.972-***-****

www.linkedin.com/in/craig-goodspeed-5014

Senior Program and Project Director

Dynamic leader who can initiate change, rapidly deliver IT solutions, and measure results.

Proven leader with 20+ year track record of eCommerce implementation success. Excellent communicator with hands-on project and program management experience able to develop design solutions, estimate project scope, budgets, and schedules, and elevate team performance. Successfully forge strategic business relationships across the globe with in-field knowledge of North American, ASEAN, Indian, and European markets. Energetic, adaptable leader who inspires team members to reach their potential.

Highlights of Expertise

Vendor & Supplier Relationship Management

Strategic & Tactical Infrastructure Planning

Program Management

ERP Implementation & Optimization

Full Life Cycle Project Management

Multimillion-Dollar P&L Accountability

Business Transition and Continuity

Exceeding Service-level Agreements

Data-driven Quality Assurance

Contract Development / Negotiations

Career Experience

SC Codeworks, LLC. Columbus, Ohio (2019 to 2020)

Served to transition this Warehouse Management System provider through the founder’s retirement a change of ownership. Modernized the companies operational process and modernized the SDLC process and client-facing product line.

CHIEF OPERATIONS & PRODUCT OFFICER

Lead business continuity throughout ownership transition of Codeworks. Applied program and project management disciplines through orchestrated hybrid waterfall and Agile methodologies. Successfully built relationships with business leaders, combining requests into projects, calculating ROI for each, and ruthlessly prioritizing.

Seamlessly orchestrated back-office and operations through the founder’s retirement and to new ownership entities with no impact to business operations,

Lead in rearchitecting the next generation of the Codeworks Warehouse Management System product line, including the selection of a new included vendor selection of a new cloud provider. Mentored the team in applying project management disciplines in establishing product gateways through agile planning and development.

Astropolis, Inc., (transcosmos, Inc.), Manila, Philippines / Tokyo, Japan (2016 to 2019)

Recruited to modernize entire eCommerce systems infrastructure and operations for this global Business Process Outsourcing (BPO) firm with 170+ sites across 30+ countries. Presided over $20M budgets with strategic oversight over product development, customer care, information technology (IT), and payment verifications.

CHIEF OPERATIONS & PRODUCT OFFICER (2018 to 2019)

Piloted business continuity during transcosmos’ Astropolis (MetroDeal) leadership transition. Infused project management efforts with effective hybrid waterfall and Agile methodologies. Successfully prioritization and execution of transitional components.

Reduced scope creep while empowering staff with effective training on project execution, change control, and release and configuration management. All projects were delivered under budget and on an established release schedule.

Stabilized the website and applications through hiring and implementing appropriate SDLC processes. This resulted in a dramatic increase in website and iOS and Android applications up time of over 99%.

EXECUTIVE SYSTEM CONSULTANT (2016 to 2018)

Analyzed global business environment with focus on ASEAN markets. Spearheaded development of eCommerce infrastructure, human resource (HR) asset management, centralized procurement, and business modeling. Instituted formalized project management training for ASEAN offices and global operations.

Optimized eCommerce delivery system preventing rework by introducing change and configuration control processes. This was accomplished through stakeholder and communication management and resulted in 20% increase in project delivery and a reduction in 1M in costs over two years.

Eliminated wasted cost and time by standardizing templates, centralizing asset management, procurements, and business modeling and elevating project and quality management.

Provided leadership in establishing a centralized PMO for ASEAN operations. This included the standardization of project management tools and templates, a shared sales pipeline and procurement processes, and establishing a shared cloud-based platform for configuration management and shared functionality.

PFSweb, Inc., Bangalore, India / Manila, Philippines / Allen, Texas (1999 to 2015)

Served in several leadership roles in various functional areas in support of global end-to-end eCommerce IT and operations. Presided over $5M budgets with strategic oversight over software development, quality assurance, new client implementation, and payment program management.

DIRECTOR, GLOBAL MANAGED SERVICES (2015)

Liaised between India and US/EU operations. Guided staff of 98 resources impacting global eCommerce operations and quality assurance with complete oversight for $1M budgets with projected revenues reaching $5M

Closed operations and transitioned global service operations from Manila to Bangalore. Completed the transition within six months with no impact to global operations.

Launched comprehensive quality audit across all front-end web development projects resulting in a more efficient quality assurance process through streamlined defect reporting and automated regression testing.

DIRECTOR, PHILIPPINE SERVICES, LLC. (2014 to 2015)

Directed facility operations of 109 resources across 13 functional areas supporting over 70 clients across the United States, Canada, and Europe. Drove full-stack system development and integration, QA, integrated marketing services, client reporting, customer care, credit services, and service desk operations for internal and client support.

Minimized employee turnover with renewed focus on facility cleanliness and maintenance as well as creation of an empowerment culture emphasizing including and collaboration. Employee turnover was reduced from 20% to 3%.

Effectively controlled costs by optimizing performance, enabling a steady headcount while the organization grew by 20%

DIRECTOR, QUALITY MANAGEMENT, GLOBAL OPERATIONS (2013 to 2014)

Formalized quality management plan ensuring 100% alignment with new client implementation efforts. Transitioned small QA team of seven in the US and 24 in Manila, Philippines to a modernized global quality team supporting 30 clients’ storefronts enterprise wide. Increased regression testing efficiency by over 90% steering the implementation of a new automated regression test system (ARTS) using HP QuickTest Pro.

Increased regression testing efficiency by 90% steering the implementation of a new automated regression test system (ARTS) using HP QuickTest Pro.

Established formal detailed quality management plan as a standard component of the project management plan. This ensure standardization and efficiencies within each project that assured delivery and cost savings.

PROGRAM MANAGER, IMPLEMENTATION SERVICES (2011 to 2012)

Managed a team of six project managers and business analysts on large-scale end-to-end eCommerce client implementations. Successfully implemented and aligned project management disciplines in delivering the project scope requirements on time and within budget 100% of the time.

Implemented resource capacity planning to ensure critical staffing was answered for current and future projects. This maximized the use of resources and decreased bench time by 20%.

Created new in-house Project management Office (PMO) to standardize and streamline tools and methodologies and established resource capacity planning for all program-level efforts.

SENIOR MANAGER, IT CLIENT SERVICES (2003 to 2011)

Trained eight IT business analysts supporting clients’ eCommerce businesses. Staffed and led team of 11 software developers in the enhancement of internal ERP system and four data integration specialists.

Created and team within six months to support over 50 external end-to-end eCommerce clients and enhance internal systems and functionality to support their businesses.

Implemented processes to ensure accountability and prioritization of client enhancements and orchestrated change and configuration management with IT Operations.

The stabilized processes and environment ensured that all work was aligned to internal and external stakeholder expectations and achieved over 70% of partners contract extensions.

IT DEVELOPER, RPG 400/IV (1999 to 2002)

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Education & Credentials

Wisconsin Indianhead Technical College, Superior, Wisconsin

ASSOCIATE OF SCIENCE IN COMPUTER SCIENCE

Central Texas College, Killeen, Texas

ASSOCIATE OF ARTS IN GENERAL STUDIES

Professional Development: Project Management Professional (PMP) 2011 to 2017)

Technical Proficiencies: Project Management Tools including MS Project, Jira, and proprietary tools. Quality Assurance Tools including HP Quality Center, Automated Regression Test System (ARTS), HP QuickTest Pro, and Spira Test

Affiliations: United States Army Wartime Veteran; Project Management Institute Dallas Chapter

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