Summary
Overview
Work History
Education
Skills
Introduction
Timeline
Generic

ERIC ORPET

Phoenix

Summary

CUSTOMER-FOCUSED: Early in my career, I worked at Amazon.com for over six years. We lived the mantra, “Become the world’s most customer centric company ”. I learned that delivering a truly exceptional customer experience is what differentiates a brand. I’ve carried this ethos with me throughout the entirety of my career, and applied it to all my professional endeavors.

Seasoned Director with background in strategic planning, team leadership, and performance optimization. Known for driving company growth by developing efficient operational strategies and fostering professional relationships. Demonstrated abilities in problem solving, decision making, and communication skills to influence key stakeholders. Proven record of delivering innovative solutions and achieving organizational goals.

Overview

26
26
years of professional experience

Work History

Director GMM

Opendoor
San Francisco
09.2022 - 11.2024
  • Led development and launch of pilot programs within Opendoor Big Bets program to enhance home buying experience.
  • Implemented Home Personalization Program for homeowners to complete upgrades prior to closing.
  • Created Home Quality Scorecard to standardize condition reports for acquired homes.
  • Established Realtor Partner Open House Program for agents to host open houses in Opendoor properties.
  • Developed operational plans and SOPs for all pilot programs to ensure consistency.
  • Designed dashboards to monitor pilot program performance, enabling data-driven optimizations.
  • Conducted outreach initiatives through phone interviews and surveys to gather customer insights.
  • Utilized customer feedback to drive continuous improvements in pilot programs.

Director of Operations

Pro.com
Seattle
09.2017 - 08.2022
  • Managed the “First Voice” team that consisted of 5 team members. The team was responsible for delivering excellent customer service through the inbound lead qualification process and beyond.
  • Developed all processes designed to support the entirety of the customer onboarding experience flow, and set prospects up for a successful sales implementation.
  • Developed a team and individual team member dashboard that enabled visibility into performance.
  • Managed all customer escalations related to home construction issues/challenges.
  • Conducted NPS surveys. Followed up with all customers who did not provide a net positive score, with the intent of resolving any and all outstanding negative customer experiences.
  • Developed and executed on a number or marketing plans designed to drive acquisitions and support secondary initiatives, including BenchMark Quotes.

Account Manager

Zanoma
Bend
03.2017 - 08.2017
  • Conducted detailed program audits to identify sales and marketing optimization opportunities for clients and prospects.
  • Developed strategic planning to enhance Amazon 1P and 3P sales platforms.
  • Designed performance dashboards to monitor metrics for sales optimization.

Email Marketing Manager

Lane Terralever
Phoenix
08.2016 - 02.2017
  • Developed and executed strategic email marketing plans for RIESTER clients.
  • Conducted comprehensive audits of existing email programs and customer data collection efforts.
  • Identified optimization opportunities for email subscription conversion, open rates, and click rates.
  • Created and maintained reporting dashboards and balanced scorecards for performance tracking.
  • Delivered detailed reports analyzing campaign performance with actionable recommendations.
  • Performed trending analysis to support continuous improvement of email marketing initiatives.
  • Evaluated subscriber segments to enhance targeting and engagement strategies.
  • Aligned program conversion goals with overall marketing objectives.

Global Email Marketing Manager

Stella & Dot
San Francisco
12.2014 - 08.2016
  • Oversaw global email program for three brands across seven countries, targeting Sellers/partners, Trunk Show Hostesses, and retail customers.
  • Managed and coached team of three to become proficient in email marketing strategies and data-driven decision making.
  • Transformed email marketing into most effective digital channel, contributing nearly 10% to overall brand revenue in 2015.
  • Achieved record-breaking 27% year-over-year growth in email channel, generating over $30 million in revenue and 272k orders.
  • Leveraged ExactTarget/Salesforce Automation Studio to evolve email strategy from non-personalized blasts to automated, targeted content delivery.
  • Developed mobile-first templates utilizing interchangeable content modules for personalized subscriber communication.
  • Encouraged strategic thinking within team to identify campaign deficiencies and implement effective solutions.
  • Fostered a culture of continuous learning and skill development in email marketing best practices.

Email Marketing Manager

RIESTER
Phoenix
04.2013 - 12.2014
  • Company Overview: Phoenix, AZ
  • Marketing Planning: Develop, deliver and execute strategic email marketing plans for RIESTER clients.
  • As part of the planning process, complete thorough audits of clients’ existing email programs, websites, subscriber segments and customer data collection efforts (both profile and behavioral data), in an effort to identify optimization opportunities for all facets of the email program; including email subscription conversion, open & click rates, program conversion (aligned with goals) and customer data collection efforts.
  • Program Performance Tracking and Recommendations: Create and maintain email reporting dashboards & balanced scorecards for RIESTER clients.
  • Deliver reports analyzing campaign performance, trending analysis and provide actionable recommendations intended to deliver continuous improvement.
  • CRM: Architected a multi-phased, fully automated email marketing program for the RIESTER client, Zeltiq/CoolSculpting.
  • Through customer journey mapping, identified all prospect and customer touch points, mapped all dynamic content components for email design, identified customer data collections opportunities, drafted and maintain process flow maps that identified all customer data streams and data storage points and drafted email delivery automation rules.
  • The CRM program is designed to deliver personalized, relevant email content to each subscriber at critical junctures during the customer journey.
  • Salesforce Marketing Cloud Administration: Execute email campaigns within the Salesforce Marketing Cloud (ExactTarget).
  • Including email set up, establishing customer segments, execute email A/B testing reporting administration.
  • Participate in on-going ExactTarget platform training and Sales Enablement sessions to stay current with platform updates, marketing laws, new marketing technology and ExactTarget products.
  • Work with Content and Creative teams to deliver compelling emails and email templates.
  • Develop email wireframes to guide the design process, and to ensure that email designs meet clients’ expectations, and are aligned with branding standards.
  • Phoenix, AZ

Online Marketing Manager

Philosophy
Phoenix
06.2010 - 04.2013
  • Developed and maintained comprehensive Online Marketing Dashboard for executive-level performance insights.
  • Championed completion of key corporate projects, including Item Master Database Project.
  • Centralized over 50 critical product data points for philosophy catalog with Item Master Database Project.
  • Improved internal efficiencies by over 700% through automation initiatives.
  • Evolved Email Marketing program via comprehensive audit and six-month strategic roadmap.
  • Managed CRM migration for philosophy.com, establishing timelines and documenting customer attributes.
  • Transitioned agency from iProspect to Resolution Media, reducing budget by over 22% while meeting revenue targets.
  • Optimized online promotions calendar, balancing promo types for the philosophy brand through data analysis.

Program Manager, Marketing

Cold Stone Creamery
Scottsdale
06.2005 - 12.2005
  • Conducted comprehensive analysis of industry trends and competitive landscape to identify opportunities.
  • Developed detailed marketing plan in collaboration with product manager.
  • Managed internal marketing team for successful re-launch of Cold Stone Beverage program.
  • Oversaw cross-functional marketing team, including local store marketing, public relations, design, and purchasing.

Merchant & Item Quality Manager, Platform Trust Department

Amazon.com
Seattle
09.1998 - 06.2005
  • Led operations and programs to enhance seller platform trust, reducing bad debt while improving team efficiency.
  • Established and grew business operations team from 2 to 24 members, managing diverse platform and customer support operations.
  • Created global seller policies for Amazon.com Marketplace, ensuring fair enforcement and discipline in the seller community.
  • Acted as escalation point for high-level investigations involving executive team, Legal, and PR departments.
  • Developed The Site Quality Dashboard, consolidating customer data to boost enforcement activity by 400% and email efficiency by 70%.
  • Served as industry expert on intellectual property rights, providing key testimony in landmark cases impacting online sales platforms.
  • Directed marketing efforts for special event auctions, including the Segway Human Transporter auction that raised over $450,000 for charity.

Education

Bachelor of Science - Marketing Communications

Washington State University
Pullman, WA
01.1995

Skills

  • Process Engineering
  • Program Development
  • E-commerce strategy
  • Performance management
  • Conflict resolution
  • Strategies and goals
  • Team management
  • Operations management
  • Sales management

Introduction

CUSTOMER FOCUSED: Early in my career, I worked at Amazon.com (6+ years). We lived the mantra, “Become the world’s most customer centric company ”. I learned that delivering a truly exceptional customer experience is what differentiates a brand. I’ve carried this ethos with me throughout the entirety of my career and applied it to all my professional endeavors.

Timeline

Director GMM

Opendoor
09.2022 - 11.2024

Director of Operations

Pro.com
09.2017 - 08.2022

Account Manager

Zanoma
03.2017 - 08.2017

Email Marketing Manager

Lane Terralever
08.2016 - 02.2017

Global Email Marketing Manager

Stella & Dot
12.2014 - 08.2016

Email Marketing Manager

RIESTER
04.2013 - 12.2014

Online Marketing Manager

Philosophy
06.2010 - 04.2013

Program Manager, Marketing

Cold Stone Creamery
06.2005 - 12.2005

Merchant & Item Quality Manager, Platform Trust Department

Amazon.com
09.1998 - 06.2005

Bachelor of Science - Marketing Communications

Washington State University

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