Steve Spatz

Background

About Steve Spatz

SENIOR TECHNOLOGY PROFESSIONAL with 25+ years’ experience at Retail organizations. Expertise in building and leading high-performance operational support teams that deliverable measurable and impactful results. Heavy focus on creating culture that balances strong teamwork with empowering individuals to make thoughtful and informed decisions. Accomplishments • Developed and led a program to measure and track customer satisfaction for our retail stores and corporate customers. Our “Love Score” gave our most important customers the opportunity to rate our service and provide real-time feedback to our products and services. Over a 6 month span we were able to raise our CSAT score from the low 70’s and consistently score in the low to mid 90’s. • Successfully scaled Operational teams and maintained systems and applications support through repeated years of double-digit growth. • Spearheaded a “Holiday Readiness” program within Sephora that kept focus year-round on scaling and stabilizing systems for peak performance during promotion and holiday high traffic events. By aligning all teams and creating clear and measurable goals –that all teams were aligned and accountable for, we were able to reduce critical P1/P2 outages during peak holiday season by 50%. • Streamlined support teams. Created process and efficiencies that allowed our level 1, 2 and 3 teams to collaborate easier. Daily standups to review new and impactful issues, created Teams channels to simplify and accelerate communications. Transformed the support culture where teams are working collaboratively to achieve similar goals. These efforts allowed us to mobilize technical resource quicker to resolve issues and reduce resolution times by close to 30%. • Crisis Management. Lead and coordinate calls with engineers, vendor partners and extended support teams’ triage, and resolve critical P1/P2 issues. Assign and follow up on critical activities to prevent reoccurrences.