Luke Steiner
Director
Ham Lake,MN
Summary
A values-based servant leader who produces strong business outcomes with experience in multiple industries and functions. Including online/physical IT, IT architecture, retail, services, contact centers, and consumer packaged goods industries. As a people person for onshore/off-shore resources lead, and influence executive/officer teams and stakeholders. Demonstrated talent for gaining alignment across organizations identifying root causes of issues, streamlining processes, creating operational efficiencies, and building/executing change management plans. Strong understanding of the end-to-end customer experience and its relationship with technology. Completed countless programs and projects with cross-functional teams across business units locally, virtually, and globally. Experienced in integrating IT services, retail, e-commerce, operations, contact center, HR, finance, legal, and other functional areas. Talented professional considered knowledgeable leader and dedicated problem solver. Bring 22 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Resourceful Project Manager with 12 years of expertise in organizing business operations, financial oversight and resource management to achieve smooth flow and project operations. Leads procurement of resources including equipment and supplies. Monitors projects by adhering to production schedule and budget, managing production team, identifying problems and providing targeted solutions. Knowledgeable in accounting principles, bookkeeping, budget, and financial management.
Overview
22
22
years of professional experience
2
2
years of post-secondary education
1
1
Certificate
Work History
Sr PM Enterprise IT Architecture Consultant
Best Buy Co., Inc.
Richfield, MN
1 2019 - 1 2024
- Created a new vision of an Enterprise IT Architecture model based on cross-functional team alignment, reference/design harvested pattern libraries, and support structure
- Built an enterprise IT product including a decision tool to gain alignment among working teams, stakeholders, and technical architects while following aligned patterns
- IT Architecture changes were reduced from 1-3 months with the old board approval process down to 1-3 days depending on the complexity
- Directed, prioritized, and executed over 1,500 application assessments enterprise-wide with technical architects
- Determining the life cycle, security, product, engineering, deployment, complexity, and more.
Sr PM Software Development Consultant
Best Buy Co., Inc.
Richfield, MN
01.2015 - 01.2019
- Lead / Manage 8 development teams at once in agile ceremonies such as daily statuses, backlog grooming, pre-planning, planning, retrospectives, project plans, engineering, and more
- Program/Project managed to move 10 years of transaction history data to be a replica available for application consumers via REST APIs
- Moving from an SQL-based database to Cassandra
- Within 4 years managed development teams to create well over 40+ microservice applications in a digital and omnichannel environment
- Responsible for a financial roll-up of over $12M+ and management of project work.
Retail Services Strategy Consultant
Walmart.com
San Bruno, California
01.2014 - 01.2014
- Built business cases, financial and operating models that align with Walmart's strategic initiatives
- New businesses were projected to achieve $50M in profit by FY17
- Researched and analyzed industry best practices while building a 3-year road map for the Innovation team
- Designed and executed a business process outsourcing vendor selection RFP which determined strategic partners.
Senior Program Manager - Consumer Care
Schwan's Home Service
Bloomington, MN
01.2012 - 01.2014
- Managed initiatives to identify and remove consumer barriers in support of the Home Service strategic roadmap
- Improved capturing customer contact information by researching, designing, and implementing mandated FCC changes, modifying auto dialing practices, and ensuring compliance
- Built the three-year chat/e-mail/mobile app roadmap for and the call center by researching best practices while gaining alignment with stakeholders
- Implemented a Net Promoter Score solution reducing expense by $200k.
Senior Manager - US Contact/Call Center Operations
Best Buy Co., Inc.
Richfield, MN
01.2011 - 01.2012
- Led and managed a team of 37 contact center quality, training, workforce, real-time, and project management office operation team members
- Managing 22M contacts a year with four vendors in 13 locations (on-shore, nearshore, and off-shore) while meeting SLAs
- Reduced training hours and saved $300K in 2 months by creating pre/post training and a testing method for staff
- Changed vendors for the IVR platform and removed 80% of order status contract volume saving $2.4M in expense annually.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
Associate Manager - Retail Operations/Store Systems
Best Buy Co., Inc.
Richfield, MN
01.2010 - 01.2011
- Built and owned a $30M financial portfolio for retail telecom and network capabilities
- Launched VoIP telephony systems at Best Buy Stores enabling cross-channel labor usage with the contact centers
- This foundation lead to $800M in sales within three years
- Launched Microsoft Communicator chat capability in all stores enabling real-time store-to-store communications over a network compared to using a phone line
- Deployed a retail return monitoring system, TRE, with a unique algorithm for learning and driving business case benefits, which ended above plan at 3.3% on a goal of 3%.
Strategy Manager - Services Projects
Best Buy Co., Inc.
Richfield, MN
01.2008 - 01.2010
- Researched, designed, and implemented a remote computer repair model turning a negative $3M cost center business into a profit center resulting in a customer rating of 4.9 stars out of 5
- Developed the Services Home Automation strategy for the Emerging business platform, which included energy generation, in-home automation management, and electric vehicle support.
- Increased market share by developing targeted marketing strategies based on consumer insights.
- Led cross-functional teams to successfully execute high-impact projects, improving company performance.
Education
Bachelor of Science - Business Administration
Metropolitan State University
Saint Paul, MN 09.2008 - 10.2010
Skills
Software development life cycle
Industryapplication
IT Architecture 7 years, Project & Program management12 yrs, Retail & Contact Centers 9 yrs, Services 7 yrs, Consumer Pagaged Goods 1.5 yrs
Skillsinventory
Enterprise IT Architecture, Corporate, Retail, Services Field, and Contact Center Management, Process Development and Improvement, Lean Six Sigma Methodologies, Omni Channel User-Experience Management, Technology System Design and Deployment, Performance Management, Employee Development, Business Strategy, Business Case Development and Analysis, Customer Relationship Management, Negotiation and Contract Management, M&A Integration Management, Transformation and Change Management, Business Process Improvement, Knowledge Management and Sustainment, Large-Scale Program Planning and Delivery, Building and Leading Cross-Functional Teams (global and remote/virtual), Risk and Issue Management, Portfolio / Agile / Release Management, Product Management, Mentorship, Scope and Change Management, Schedule and Time Management, Cost/Budget Management
Training
Lean Six Sigma Green Belt
Certification
Lean Six Sigma
Timeline
Sr PM Software Development Consultant
Best Buy Co., Inc.
01.2015 - 01.2019
Retail Services Strategy Consultant
Walmart.com
01.2014 - 01.2014
Senior Program Manager - Consumer Care
Schwan's Home Service
01.2012 - 01.2014
Senior Manager - US Contact/Call Center Operations
Best Buy Co., Inc.
01.2011 - 01.2012
Associate Manager - Retail Operations/Store Systems
Best Buy Co., Inc.
01.2010 - 01.2011
Lean Six Sigma
10-2008
Bachelor of Science - Business Administration
Metropolitan State University
09.2008 - 10.2010
Strategy Manager - Services Projects
Best Buy Co., Inc.
01.2008 - 01.2010
Sr PM Enterprise IT Architecture Consultant
Best Buy Co., Inc.
1 2019 - 1 2024
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