Summary
Overview
Work History
Skills
References
Timeline
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Daniel Espinoza

Tempe,AZ

Summary

Seasoned Operations/Project Manager with 18 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities.

Possesses versatile skills in project management, problem-solving, and collaboration. Brings a fresh perspective and a strong commitment to employee relations and culture-building processes. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

19
19
years of professional experience

Work History

Operations Manager, Customer Experience

EMCORE
04.2023 - Current
  • Managed growth and day-to-day operations of facilities portfolio exceeding $250M, ensured consistent growth and client point of contact through the duration of contracts.
  • Worked collaboratively with internal stakeholders to build out &implement new account contracts from inception to production phase with 98% success rate on all new contracts
  • Implemented employee recognition and rewards systems to promote a positive work environment.
  • Developed performance metrics and dashboard interfaces to keep track of internal benchmarking and progress against goals.
  • Developed comprehensive employee relations programs and initiatives to increase organizational engagement.
  • Collaborated with HR team to establish useful implementation of employee relations programs and initiatives.

Operations Manager

Carvana
11.2021 - 04.2023
  • Managed day to day organizational operations, mentoring and coaching supervisory team to drive company initiatives in both performance and quality. We saw a 43% increase hourly productivity & an 8% gain in quality scores from Q1 2022 to Q3 2022.
  • Lead process improvement initiatives for both internal support flow and updated work process resulting in $12+ CPU reduction
  • Established “Future Leaders” program, to strengthen our leadership bench in anticipation of internal growth.
  • Implemented employee recognition program for top performers within organization as part of our overarching culture-building initiatives

Operations Manager, Customer Experience

Amazon.Inc
01.2017 - 11.2021
  • Overhauled support structure focused on product specialization. Proposed and implemented a 3-tier segmentation support system that resulted in an annual cost savings of $5m in both staffing reductions & reduced time per customer touch
  • Managed top producing site for Ring Devices product line from Q2 2020 - Q3 2021. This resulted in a re-structure of existing business processes at other locations to mirror of site.
  • Served as Operational Lead for sweeping Amazon initiatives such as Prime Day/Peak Season. This role required staff forecasting, overtime strategy, seasonal budgeting, recognition campaigns, and weekly check-ins with executive staff around progress.

Outbound Sales Manager

GoDaddy.com LLC
10.2005 - 12.2016
  • Collaborated and communicated across all organizational levels to derive new strategies for reaching diverse customer base on product needs
  • Streamlined support structure for product support specialization. built out and trained specialized support teams for high-end hosting services.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.

Skills

  • Process improvement solutions
  • Cross-Functional Collaboration
  • Project Management
  • Strategic planning
  • Staff Management
  • Internal Compliance/Escalation
  • Policies and Procedures Implementation
  • Reporting and analysis

References

Andrew Gilbert - Director, Customer Support - Vanilla - 719-210-2670 - Gilbert.aj2@gmail.com


Brad Ehly -  Head of Global Customer Care Delivery - Wix.com - 480-452-2792 - BradEhly@gmail.com


Gabrielle Shields - Operations Manager - Carvana - 480-209-3090 - Gabrielle.Shields22@gmail.com

Timeline

Operations Manager, Customer Experience

EMCORE
04.2023 - Current

Operations Manager

Carvana
11.2021 - 04.2023

Operations Manager, Customer Experience

Amazon.Inc
01.2017 - 11.2021

Outbound Sales Manager

GoDaddy.com LLC
10.2005 - 12.2016

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Daniel Espinoza