Shipping and transportation is often the largest single cost category of direct to consumer sales companies. Amazon and other super-sized B2C's continue to change customer expectations regarding the delivery experience and everyone else must find a way to compete to stay relevant and grow profitably. Brad has devised and implemented B2C order fulfillment strategies for over 30 years and is expert at creating fulfillment and delivery strategies that meet customer expectations and protect the bottom line.
As a Board Advisor with TribeCX, I have significant experience with delivery and execution of Customer Experience. My library includes a focus on key areas for enablement and success including Governance, Employee Engagement & Experience, CX Pillars, Playbooks, Sustainability, Organizational Change Management and more. Each toolkit in the library was informed by Best Practices during our partnership with Bain Consulting. Having led CX for American Airlines for 4+ years, my experience leading programs, driving C-Suite agendas and overall execution has been proven on the ground. Not only did I serve as CX lead for American Airlines, I also delivered Customer Service & Operations during a 17 year career in airport leadership in DFW, BOS and as Managing Director/General Manager of LaGuardia (LGA) and Los Angeles (LAX) airports. During my time in Airport Leadership our teams achieved excellence and improvement in areas of Safety, Financials, Operations, Employee Engagement & Customer Service key deliverables while leading teams of 600+ and 1500+ respectively.
Just Prior to the merger of American Airlines and US Airways, I was charged to lead the Business Technology Services team for contractual negotiations, design and delivery of PSS Services with Sabre. Prior to down-select of Sabre, detailed negotiations also included Product & Contractual reviews with Amadeus & Google/ITA as well. PSS Services & Technology scan key areas of Airline Operations, Passenger Check-in, Reservations & Revenue Management. During the merger, I transitioned to lead the Technology Integration Management Office to prioritize integration activities, assess risks & issues, identify dependencies and lead day to day delivery with the IT Towers & Business leads to execute against the established Merger Goals and Strategy. Integrate First, Innovate Later was our key to success for rationalizing and harmonizing over 1400 IT applications for the successful IT integration. Partnered with McKinsey and IBM for the merger integration to establish best practices for success.
As a member of the SAP Independent Executive Advisory Council (IEAC) I possess keen expertise in Advisory for the Future of Work and Delivery of Total Workforce Management Systems with focus on SAP solutions. My Toolkit and Experience focuses on Best Practices & Lessons Learned during a journey at American Airlines to successfully deliver SAP Success Factors for 130,000+ Global Workforce, SAP Fieldglass for Contingent team, DocuSign business applications and SAP C4C Case Management Systems for an in-house, in-sourced Employee Service Center. The program scope was $100M+ for the HR, IT, Payroll transformation. The journey included key partnerships with SAP, Syniti & Deloitte. During the journey our team also achieved an Employee Engagement score across HR Shared Services of 91%. I can help you not only with your HR Digital & Business Transformation, but also your entire Employee Experience (HXM). The Best Practices and Lessons Learned can be easily applicable to any HR Transformation Journey. My toolkit also includes a focus on building your Employee Experience through an approach founded on Human Dignity, an indispensable component for anyone in the People Business!
My Leadership experience spans a career of 33+ years at American Airlines with 25 of those services in a Managing Director (or above) role. I possess experience as well reporting to and guiding C-Suite discussions with roles reporting to CIO, CHRO and CMO during the tenured career. I have led teams as large as 3000+ from airport leadership roles to Regional teams to Corporate roles. In my last role as Managing Director HR Shared Services we led our team to achieve a 91% employee engagement score on the Company led survey. My toolkit includes Best Practices from Coaches such as Tony Jeary (The Results Guy) and Paul Meyer (SMI). My employee experience platform is grounded on work informed by Prof. Donna Hicks of Harvard University and the Overland Resource Group with a strong foundation in Human Dignity and how to bring the key Levers of Employee Commitment to life across your enterprise. I can share how to "Elevate your Business Through your People" with 6 indispensible components for success. My leadership coaching and results execution strategies are heavily informed by both my 25+ years leading teams to results excellence and 12 years of personal & professional coaching by Tony Jeary.
One definition: “FACTA NON VERBA!” Over 20 years of experience in the field of Banking, Insurance, Finance, Investment, Construction, Transportation, Logistics, Sustainability and Environmental Waste Management, Developing and Engineering State of Art Multi-Purpose Recycling Projects in addition to numerous Projects across a broad range of sectors around Europe (Italy) and Middle East (Dubai, United Arab Emirates) including Oil & Gas and Water Desalination, Aviation - Helicopters on the SAR-Search and Rescue Field. Founder, Chairman and CEO and Advisory Board Member for several Ventures in different geographical areas including Europe, Middle East and Americas acting as Principal/Decision Maker, Advisory and Mentor for Leadership Teams driving them through Strategic Decisions. Proven Experience related to Corporate Sustainability Management and Vision; Keen proven interest in the Principles of Sustainability, and how it can be embedded into Design, Businesses, Communities and Government Policies. Personal skills related to the above-mentioned fields including: analytical thinking, identification of key risks and opportunities, professional report writing based on a trustworthy, transparent and honest manner. During my career I have liaised, communicated and managed relationships with many external stakeholders, including Regulators, Owners, Operators, Banks and Lending Institutions in addition to External Consultants. This requires the ability to present complex issues in a simple way articulated to different audiences both within and outside an Organization/Team. As well as my technical experience in the field of Sustainability and Environmental Management, I have also gained experience and skills in Business Development, Managing and Building Teams; I have worked within multidisciplinary teams and I understand the importance of team dynamics. My experience and expertise have been gained across a broad range of industries including: • General Procurement; • General Trading; • Power Energy / Renewable; • Infrastructure; • Waste Management; • Green Buildings; • Due Diligence and Acquisition; • Business Development; • Shareholder Management; • International Experience; • General Land Transportation in the Construction and Earthmoving fields; • Banking / Investments; • Auctions; • Aviation - Helicopters SAR / HEMS.