Biju Nair

Experience

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  Whittman-Hart / marchFIRST

  Jan 1997 - Jan 2000

  Project and Resource Manager, Architect

  Consulting- Feralloy: High Volume Steel Processing Company- Board of Trade Clearing Corporation: Clearing House for Global Exchanges and OTC Traded Derivatives- Lesco: Manufacturer and Retailer of Golf Course and Lawn Care ProductsProject ManagementResource ManagementArchitecture Programming

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  Boise Office Solutions

  Jan 2002 - Jan 2005

  Project Manager, Architect

  Project ManagementArchitectureIBM WebsphereSAP NetWeaver Portal

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  Belk

  Feb 2005 - Nov 2016

  Launched initiatives and directed teams in the Digital and Omnichannel customer experience, outsourced call center, fraud, supplier direct fulfillment (drop ship), content quality assurance and User Acceptance Testing, digital and mobile Project Management and digital operations areas. - Pioneered multiple cross-functional initiatives in the Omnichannel Customer Service area resulting in a sustained high Customer Satisfaction Score, beating competitive benchmarks. Streamlined business processes resulting in expense savings and efficiency improvements across vendor and internal teams that manage multiple customer interaction points such as phone, email, chat and social media. - Collaboratively interacted with multiple internal teams including Supply Chain, Digital Marketing, Web Merchandising, and Information Technology, improving relationship and gaining stakeholder commitment for process changes. - Improved workforce utilization and reduced ‘false positives’ while maintaining the extremely low charge back rates in the Omnichannel fraud area. Chaired the team successfully through the migration to a new payment authorization supplier.- Refined multiple processes, engineered multiple KPIs and implemented various exception reporting tools in the SDF area, resulting in faster problem identification and resolution. - Restructured the digital content QA and UAT areas reducing production defects while improving the resource utilization of the team. The improved work-life balance enabled the team to cross-train and take on career growth training opportunities.- Oversaw Sub Matter Expert (SME) teams for Customer Experience, Fraud and Supplier Direct Fulfillment during the requirements analysis and design phase for the highly strategic and business transformational Digital Replatform Initiative, implementing a new Omnichannel platform using SalesForce / DemandWare’s SaaS model. Show less - Establish processes, standards and procedures for the QA organization- Establish, monitor and enhance metrics for QA, including vendors- Develop Performance Engineering Strategy, Tools and Teams- Develop Mobile Testing Strategy, Tools and Teams- Develop Test Automation Strategy, Tools and Teams- Manage QA environments including Ecommerce and Merchandising applications- Standardize usage of QA tools such as HP Quality Center, Load Runner, QTP, as well as SOASTA CloudTest and TouchTest Show less

  • Director, Digital Delivery and Operations

    Nov 2014 - Nov 2016

  • Manager, QA

    Dec 2012 - Nov 2014

  • Manager, IT PMO

    Feb 2010 - Dec 2012

  • Manager, IT Governance and Finance

    Sept 2008 - Feb 2010

  • Architect, Project Manager

    Feb 2005 - Aug 2008
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  Brighthouse Financial

  May 2017 - Feb 2024

  Director, QMO and Test Engineering
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  American Tire Distributors

  Feb 2024 - now

  Senior Director, Governance and Portfolio Management