Senior Program Manager - Operational Excellence Leader

LEON CHAMP

Cumming, GA ***** 513-***-**** ***********@*****.*** linkedin.com/in/leonchamp

PROJECT MANAGER OPERATIONS LEADERSHIP

Results-driven operations and strategic project management leader with 20+ years of experience optimizing business processes, leading strategic initiatives and delivering multimillion-dollar programs on time and within budget. Known for turning underperforming operations into high-performing, cost-efficient teams through data-driven decisions, SLA compliance, and cross-functional leadership. Adept at bridging business objectives with technology solutions to maximize operational visibility, improve service quality, and drive customer satisfaction above 95%.

AREAS OF EXPERTISE

Strategic & Program Leadership – Directing strategic initiatives and programs that deliver measurable results, align with organizational goals, and drive success.

Team Leadership & Stakeholder Management – Building and leading high-performing teams, fostering collaboration, and engaging global stakeholders for aligned outcomes, utilizing Jira, Monday, Project, and Smartsheet for visibility.

Operational & Technical Excellence – Optimizing processes, managing SLAs and performance metrics, and applying technical problem-solving to complex challenges.

Financial & Resource Management – Developing and controlling budgets, ensuring cost efficiency, and maintaining accountability throughout program lifecycles.

Customer & Contractor Relations – Strengthening relationships, managing contractors effectively, and ensuring alignment with client expectations.

EXPERIENCE

HP, Alpharetta, GA 2020 - 2025

Strategic/Executive Customer Account Program Manager, North America

Managed end-to-end strategic program development, implementation and 24/7 support for 8 key enterprise accounts with 23 sites across North America, representing 6M annual revenue.

Central Point of Contact: Served as the primary liaison with a comprehensive understanding of customer business and operations, orchestrating collaborative interactions and solution opportunities with HP.

oCustomer retention of 100%, Satisfaction scores of over 95%, renewals, and growth of 100% YoY.

Business Improvement Initiatives: Identified areas for improvement and recommended tailored business solutions to align with customer goals, enhancing overall effectiveness.

End-to-End Escalation Management: Managed escalations with a focus on customer needs, driving increased utilization by 22% and efficiency by 31% through targeted resolutions.

oReduced escalation resolution time by 50%, from 4 days to 2 days.

oImproved initial response time by 60%, from 5 hours to 2 hours.

oDecreased % of aging escalations of 5+ days by 75%.

Optimized Infrastructure & Workflows: Collaborated with production and technical teams to streamline systems. Improved availability and optimization by reducing unplanned downtime.

Led Strategic Reviews: Conducted regular alignment sessions that drove stronger customer engagement and ensured adherence to evolving technology goals.

Improved Risk & Availability Posture: Leveraged deep account management expertise to cut operational risks and increase service reliability.

Benchmarked Operational Performance: Analyzed service data using KPI metrics to identify inefficiencies.

oImproved 50% customer accounts from national standard to top 10% world-class performance.

Led High-Impact Programs: Oversaw full program lifecycle—from planning to execution and reporting—driving consistent, measurable process improvements.

CalAmp Corporation, Oxnard, CA 2012 - 2019

Senior Manager, National Field Operations

Team Leadership & P&L Ownership: Led 12 direct and 22 indirect reports across North America, driving a high-performance culture while overseeing $50M in annual revenue and full cost/profit margin accountability.

Global Collaboration: Partnered with international teams to implement scalable solutions and unify product functionality.

oAchieved 100% On-Time Implementation: Successfully aligned and executed solutions from the U.S. to Canada with zero delays or disruptions.

Task Oversight: Managed task allocation and progress utilizing Jira, MS Project, Smartsheet and Monday.com workflow management tools and associated reports.

oResulting in 98% on-time installation, implementation, and standardization.

Customer Call Ahead Program: Established and implemented the program and supporting framework.

oReduced customer appointment “no-show” rates from 11% to 8%.

oEliminated $3,000 in daily losses due to workforce unproductivity and asset costs.

Resource Availability and Order Fulfillment: Increased resource availability 25% for Buy Here Pay Here Program.

oImproved 30% on time completion of customer orders, optimizing program efficiency and profitability.

Increased Technician Utilization: Improved workforce productivity by 15% through creation of field resource utilization reporting. Led continuous improvement initiatives across a large geographic region, overseeing 220 staff and fostering a culture of operational excellence.

LoJack Corporation, Boston, MA 2007 - 2012

Regional Operations Resources Manager - (Contractor Installers and Field Operations Manager)

Operations Leader of 223 staff across 3 dispatch sites and 75 Alternative program resources. Focused on optimized nationwide technician performance metrics, drove compliance solutions with field leaders, and improved productivity and quality.

Elevated accuracy level for vendor payments to 100%, eliminating an 11% margin of error of $20,000/monthly invoicing and $28,000/quarterly overpayments.

Mitigated financial risk and ensured compliance by partnering with Legal to restructure third-party contracts.

Operational Efficiency – Resolved hidden utilization gaps by launching a workload-balancing matrix that identified and guided corrective actions across installation programs.

Workload Optimization & Quality Improvement – Developed a matrix-driven allocation model that balanced contractor workloads, reduced costs by location, and improved quality by 55% through performance-based partner selection.

EDUCATION CERTIFICATION

Bachelor of Science (B.S.), Business Management / WGU, SLC, UT

Lean Six Sigma Green Belt Certification / RIT, Rochester, NY

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