Jacob Krogman

Experience

• 

  Amazon

  Nov 2012 - Nov 2015

  Warehouse Pick Process Guide/Backup Workflow Management

  Monitored up to eighty active batches in pick department to ensure customer expectation is met by providing coaching and labor changes as necessary to meet our 4 nightly SLA times. Also organized start-up area for following shift to ensure all necessary equipment and batch carts were ready and available.Cross-trained in Work Force Management where goal was to balance ship workload with inflows across five outbound departments to ensure healthy backlog and queues for the following shift. Observed nightly shift charge and adjusted system settings along with labor head counts to achieve nightly ship goals with the best throughput possible. Headcount varied between 70-200 depending on the season, with a nightly ship goal between 40,000-80,000 units while also meeting/exceeding 4-6 different priority SLA points throughout 10 hour shift. Reported end of shift queue levels to management for nightly reports and input start of shift queue expectations for the following shift to leave. Show less

• 

  Uber

  Nov 2015 - now

  - Implemented foundational SQL queries and datasets to establish team operational KPI metrics to drive initiatives and report out in monthly operations and performance reviews with senior leadership. Leveraged data to gain insights on team validity and SLA metrics for submission to engineering and drive initiatives to improve.- Developed multiple tools and dashboards in Google Sheets as well as Looker Studio to improve day to day operations: Automated and centralized team JIRA task tracking and duplicate identification tooling, inflow headcount forecasting dashboard, Team Lead direct report metric drill down dashboard, QA dashboard with App Script functionality to track feedback delivery and integrated dispute handling process, Outage tracking dashboard leveraging email script functionality to page shift on-call in PagerDuty when ongoing outages needed stakeholder updates.- Planned and managed end to end JIRA overhaul implementation to improve intake submission quality and escalation SLA times to engineering. Implementation required scale up from 80 unique forms to 1200+ as well as expanding both granular and broad spectrum data points for reporting. Scope included: establishing ticket end to end workflow, backend automations, SLA and prioritization architecture, implementation of segmented line of business queue framework and kanban boards as well as developing multiple JIRA integrated dashboards utilizing JQL Rich Text filtering to meet the various needs of internal and external stakeholders.- Primary coordinator for the Fix Experience team on a multitude of cross-functional projects requiring insights and collaboration with stakeholders to improve the end-to-end experience for all parties involved. Lead initiative to realign and automate bug submission permission scheme for global BPO teams in parity with rollout of refreshed L&D content on bug submission process. Show less - Implemented a new triage team in Hyderabad and a second Fix Experience team in Krakow; hosted weekly check-ins with stakeholders to discuss progress and provide feedback.- Planned and managed the rollout of internal team documentation process helping to convert tribal knowledge into an established process.- Piloted and implemented QA program for our two key workflows and established auditor KPIs and staffing model.- Developed outage impact assessment strategic communication framework for a standardize handling and comms methodology.- Developed and launched the primary tracking tool for the team to improve accountability of owned tasks and reduce duplicated work within the team. Implementation reduced task creation by 30% and resulted in less noise on the engineering side as well as better impact scoping to gain traction on bigger issues.- Reviewed and investigated bug reports submitted by support teams on issues impacting the end user app experience. 450+ smaller scale bugs submitted to engineering for investigation and resolution. - Managed unified communication on 100+ outages impacting users on a global scale to ensure support teams and key stakeholders were both aware and prepared for an influx of support requests from users. Show less - Reviewed and delivered weekly/quarterly KPI metrics for a team of 9-11 agents as well as daily/weekly admin duties.- Root caused issues in under performance and set weekly goals/improvement plans to meet department expectations.- Created a standardized team meeting/weekly update process within the department to provide consistent and reliable communication for the entire team between sites in both Chicago and Phoenix. Helped create a cross shift collaboration and inclusion events to bridge gap between day and night shifts. - Assisted with streamlining coaching program, cutting a weekly 3 hour task down to about 15-20 minutes. - Created a CSR feedback system to allow peer to peer coaching as well as a dashboard to allow leads in the department to track top offenders, and the errors they were making. Built out a question 'Parking Lot' that encouraged CSR to post questions and allowed high visibility to the progress being made by leadership to get an answer. - Assisted in creating a customer centric support policy and threshold based around false support claims. Show less

  • Fix Experience Project Manager/Data Insights

    Aug 2021 - now

  • Fix Experience Senior Team Lead

    Nov 2017 - Aug 2021

  • Team Lead

    Nov 2015 - Nov 2017