Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Vincent Croom

Dallas,Texas

Summary

A forward-thinking strategic leader and trusted advisor with over 15 years of experience consulting executives in high-growth companies. Proficient in architecting targeted plans and robust frameworks that drive competitive dominance. Recognized for an engaging leadership style that secures buy-in from diverse stakeholders, facilitating smooth adoption of change initiatives. Proven expertise in leading data-backed analysis to inform practical roadmaps, optimize investments, establish governance, and foster alignment on strategic goals across business units. Renowned as a Master Kaizen Sensei.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Director, Chief of Staff & Enterprise Resilience

Topgolf Entertainment Group
12.2022 - Current
  • Serve as a strategic thought partner to CEO and executives on 3-year growth plan that expanded company by 22 venues and drove 20%+ annual revenue increases
  • Led cross-functional team to program manage overhaul customer loyalty program, driving 10% increase in membership renewals and 15% growth in per-member spend
  • Oversaw business development efforts, including providing due diligence and integration of 3 strategic acquisitions, expanding TAM by $35M
  • Manage the operating rhythm by creating compelling communications for MBRs, quarterly board meetings and earnings announcements, clearly communicating financial and operational performance to shape internal perspective and external market perception
  • Partnered with CEO and executive team to institute Objective and Key Results (OKR) performance management system to drive corporate strategy and organizational engagement
  • Led the organization's enterprise risk management strategy and execution serving as a trusted advisor to executive leadership and the steering committee, I led assessments grounded in ISO 31000 best practices, crafted targeted communications, and put forth recommendations that advanced the firm's risk governance through enhanced policies and procedures
  • Led and established comprehensive enterprise risk performance (ERM) program and governance resulting in a 55% decrease in organizational risk exposure.

Executive Director, Product Owner, Manage My Dealer

JPMorgan Chase
12.2019 - 12.2022
  • Led agile project delivery of Salesforce-based software that enabled $2B in auto loans
  • Managed 20 cross-functional product and UX experts to develop sales analytics and insights accelerating the customer journey
  • Led the development and implementation of annual budgets and financial forecasts, resulting in a 10% reduction in operational expenses while aligning with strategic financial plans
  • Drove strategy to increase auto originations by 25% utilizing and optimizing Salesforce
  • Led discovery and assessment of TAM to constantly improve the product
  • Partnered with other product owners across Chase Auto Finance and Consumer & Community Banking to drive strategic LPM events and create product line strategies
  • Delivered product strategy by creating features/capabilities that meet key business objectives
  • Optimized the stakeholder experience by tracking the end-to-end flow and using data analytics
  • Partnered with business leads and cross-functional stakeholders to understand and prioritize the product roadmaps and build unique business cases for investment.

Executive Director, Performance Consulting & Operational Excellence

JPMorgan Chase
06.2018 - 12.2019
  • Implemented lean initiatives that generated $53M in business savings
  • Deployed a lean management model across 152+ business units, leading a team of twenty-five (25) performance consultants reducing average variation by 15% post-deployment
  • Drove 23% increase in credit card revenue by partnering with product teams to optimize risk management protocols, balancing growth opportunities against exposure
  • Established cost control measures and monitored expenses to ensure budget adherence, driving a 15% improvement in cost-saving initiatives across business units
  • Strategized and spearheaded business-wide planning initiatives to transform customer journeys, employing human-centered design techniques that boosted NPS scores by 25%
  • Collaborated with leaders across retail bank, commercial banking, and wealth management functions to reimagine processes addressing pain points
  • Resulting service improvements increased cross-sell revenue 15% and improved retention by 20%
  • Led the development and implementation of annual budgets and financial forecasts, resulting in a 10% reduction in operational expenses while aligning with strategic financial plans
  • Conducted probabilistic analyses to model risk scenarios and engineered controls that enabled business expansion into new markets while decreasing bad debt expenses by 18%
  • Developed robust earned value management (EVM) metrics reporting systems and processes, enhancing internal controls
  • Leveraged data to drill into variances to understand root issues and course correct, improving project performance; drove PMO excellence
  • Strategically aligned lean standards and goals to annual business unit objectives, key performance indicators (KPIs), and leadership performance targets
  • Facilitated value stream mapping (VSM) sessions to pinpoint risk exposure across end-to-end processes, enabling targeted mitigations
  • Drove company-wide process re-engineering that tripled positive customer experience and engagement metrics by 25%
  • Led reviews, recommended new PMO governance policies and procedures in partnership with senior leaders to ensure alignment with industry standards.

Operational Excellence Executive, Lean Six Sigma MBB

General Motors Company
12.2016 - 05.2018
  • I championed a culture of continuous improvement, leading a 6-person consultant team that facilitated idea sharing through A3 thinking to capture opportunities for incremental process changes, resulting in the identification of $60M of value creation opportunities. Additionally, I oversaw organizational change programs that enhanced performance across manufacturing facilities. I also established cost control measures and monitored expenses to ensure budget adherence, driving a 15% improvement in cost-saving initiatives across business units.

Director MMIS Product Owner

Xerox, ACS
04.2014 - 09.2016
  • Spearheaded end-to-end delivery of a $24M Xerox Health payer solution managing statewide claims administration and powering digital transformation for North Dakota Medicaid
  • Directed resource allocation and capital planning activities, optimizing financial resources, and prioritizing capital investment projects, resulting in a 20% increase in project efficiency and strategic alignment
  • Achieved $5M in new revenue production over two years through strategic initiatives
  • Achieved a 20% increase in provider enrollment, driving significant growth.

Director Business Transformation, Lean Six Sigma MBB

Xerox, ACS
10.2003 - 04.2014
  • Led cross-functional teams to map out end-to-end processes spanning supply chain, manufacturing, and service delivery to identify waste and opportunities for improvement, delivering $65M in cost savings
  • Developed standardized work instructions, ensuring alignment with Lean Six Sigma principles, resulting in 30% increased productivity in fulfillment operations
  • Created value stream maps to visualize process flows and guide kaizen events focused on lead time reduction, achieving 45% faster delivery timelines
  • Trained over 50 Black Belts across the organization on DMAIC methods for structured problem solving, building internal capability for sustaining process improvements resulting in $90M in financial benefits
  • Expertly drove scrum practice efficiency, business growth, and quality assurance by standardizing processes across squads, auditing workstreams, and expediting review procedures, saving a distressed $100M MMIS modernization contract
  • Championed Lean Six Sigma and PMO best practice adoption across Business Process Outsourcing (BPO) division at ACS, reducing defect rates by 8% while improving productivity by 10%
  • Developed strategic customer experience programs at Xerox using Voice of Customer data and Lean principles; increased Net Promoter Scores by 25%
  • Oversaw Lean Six Sigma project and PMO portfolio prioritization and governance at ACS: instituted standardized project tracking leveraging earned value management (EVM) and benefits reporting to enhance data-driven decision making.

Education

Master of Science - Product Development

University of Detroit Mercy
Detroit, MI

MBA - Finance

University of Rochester
Rochester, NY

Bachelor of Science - Mechanical Engineering

Tuskegee University
Tuskegee, AL

Skills

  • Internal Consultant
  • Data-driven Decision Making
  • Product Development
  • Warehouse Operations
  • Competitive Analysis
  • Organizational Development
  • Inventory Control
  • Stakeholder Management
  • Risk Management
  • Change Management
  • Strategic Roadmaps
  • Conflict Resolution
  • Multitask
  • Product Road-Mapping
  • Organizational Effectiveness
  • Leadership
  • Drive LPM Events
  • Strategic Planning
  • Project Management
  • Data Analytics
  • Product Discovery
  • Product Strategy
  • Lean Process Re-Engineering
  • Strategic Leadership
  • Business Transformation
  • Executive Communications
  • Agile Product Development
  • Business Controls
  • Risk Mitigation
  • Executive Presentations
  • Staff Management
  • Operations Management
  • Business Planning
  • Corporate Communications
  • Issues Resolution
  • Strategies and Goals
  • Budget Management
  • Program Management
  • Budgeting and Forecasting
  • Process Improvement
  • Business Forecasting
  • KPI Tracking

Certification

  • Lean Six Sigma MBB
  • ADKAR Change Management Practitioner
  • ISO 31000 Risk Management

Timeline

Director, Chief of Staff & Enterprise Resilience

Topgolf Entertainment Group
12.2022 - Current

Executive Director, Product Owner, Manage My Dealer

JPMorgan Chase
12.2019 - 12.2022

Executive Director, Performance Consulting & Operational Excellence

JPMorgan Chase
06.2018 - 12.2019

Operational Excellence Executive, Lean Six Sigma MBB

General Motors Company
12.2016 - 05.2018

Director MMIS Product Owner

Xerox, ACS
04.2014 - 09.2016

Director Business Transformation, Lean Six Sigma MBB

Xerox, ACS
10.2003 - 04.2014

Master of Science - Product Development

University of Detroit Mercy

MBA - Finance

University of Rochester

Bachelor of Science - Mechanical Engineering

Tuskegee University

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Vincent Croom