O2E Brands

Vice President, Coaching

Vice President, Operations

Director, Operations

Fresh Painting

Founder / CEO (Acquired)

LoyaltyOne

B2B sales, generating recurring and incremental revenue programs for clients.

Business Development Manager

Aimia Inc

B2B sales, selling loyalty programs that generated recurring and incremental revenue for new and existing clients.

Client & Partner Development Manager

B2B sales and client account management, selling loyalty solutions that generated recurring and incremental revenue.

Account Manager

Bridgeable

B2B sales, selling innovation consulting solutions to clients throughout North America.

Senior Associate / Business Development Manager

The Home Depot

Store Leadership Manager

College Pro

Franchise Owner

Vice President, O2E Coaching Program // MBA // Certified Business Coach (CPCC, ACC)

As a results-driven executive leader, I specialize in scaling businesses, aligning cross-functional teams, and driving sustainable revenue growth. With over a decade of experience spanning operations, sales, coaching, and enablement, I have consistently delivered measurable outcomes by integrating strategic vision with actionable execution.

At O2E Brands, I transformed operations as VP of Operations, scaling WOW 1 DAY PAINTING by optimizing processes, building high-performing teams, and implementing strategies that boosted customer acquisition. Later, as VP of Coaching, I designed programs that empowered leaders to achieve high-performing results through improved sales alignment and leadership development.

I bring an MBA, certifications in executive coaching, and advanced training in Artificial Intelligence Strategy from MIT Sloan to every project, ensuring a forward-thinking, data-driven approach. Passionate about empowering teams and transforming organizations, I am committed to delivering strategic enablement that drives growth and lasting success.

Let’s connect to discuss how I can help elevate your business to the next level.

James Graham

Chris G.

A Closer Look

Directly leads and oversees a national customer engagement and market research firm, dedicated to helping companies ensure superior customer experience and operational excellence initiatives that help them drive loyalty and revenue. Provides strategic direction, manages all aspects of the organization's financial performance, and provides direction and guidance on all branding, marketing, and sales initiatives.

Chief Executive Officer 

Burning Mountain Adventures

Burning Mountain Adventures offers private, customized tours of Yellowstone National Park. Our expert guides create unique, off-the-beaten-path experiences that allow you to experience the natural wonder and beauty of America's first national park, in a private, relaxed setting.

Owner/Co-Founder

Purchasing Power

Leads and directs all day to day business operations and customer engagement initiatives for the organization. Works cross-functionally to develop, build and implement best in class strategies to help the organization drive revenue, profit and customer retention.

Notable highlights:

Achieved an eleven percent increase in Net Promoter Score scores using Agile and customer level of effort methodologies to increase customer satisfaction. 

Successfully implemented and deployed several technology advancement strategies to increase Net Promoter Score and drive total revenue while reducing overall spend.

2018 Silver Stevie Award Winner for Best n Class Voice of the Customer program

Vice President Operations and Customer Experience

Instaply

Developed and implemented the strategy for a SaaS global messaging solutions provider. Designed and developed the go to market sales and service strategy to ensure sales, revenue and service targets were achieved. Direct all operations in the United States and Europe. 

Notable Highlights: 

Worked with a global client base to implement subscription level messaging services into customer-facing areas of the business. Recruited, trained and deployed sales and service staff across the United States and Europe.  

Conceptualized, developed and implemented ‘Challenger Sales Model’ for enterprise and SMB lines of business that contributed to exceeding all set sales targets for the year.

Senior Vice President Global Operations

Toys R Us

Instrumental in building a world-class customer service operations team.  Executes the vision, strategy, goals, fosters collaboration, and motivates a team to achieve outstanding results and exceed expectations.  Directly responsible for all internal and external call center operations, all escalation processes, social media compliance, e-commerce customer experience initiatives as well as customer facing technical and payment support operations. 

Notable Highlights

Built a 50 seat in house call center operation to support all tier 2 and executive escalation processes which led to a decrease in operating costs and an increase in overall efficiency and customer satisfaction

Drove down overall operating costs by 35% while increasing all key internal call center and customer satisfaction metrics

Vice President, Digital Experience and Customer Service Operations

Developed the strategy and led the execution of all in-store operations and inventory control processes, audit and safety programs across all 700+ Toys R Us and Babies R Us store locations. With over 200 employees across the country, the team was able to build programs and processes that led to significant inventory shortage reduction, increased store operational performance and lower general liability and worker compensation claims.  

Notable Highlights

Built and managed automated audit process to provide comprehensive and timely operational audits of all 700 locations, reducing expense and increasing efficiency

Developed a talent pipeline that helped feed talent into other critical positions within the company

Vice President Operations

Served in a variety of leadership roles and capacities to include Regional Director and Executive Director of Assets Protection and Operations. Managed and led multi-unit, multi-geolocated teams across large sections of the United States to ensure operational execution and compliance with company policies and programs.

Regional Director Of Operations

Protiviti

Responsible for leading and managing a team of audit specialists working with a variety of different customers in different verticals to perform audits, mystery shops, inventory analysis and reviews, operational and e-commerce assessments and other consulting services. 

Notable Highlights

Led and managed a national team of operational auditors that assisted with the closure of a major retailer, helping to streamline processes and decrease losses during the transition

Design and develop operational audit process for global hospitality provider and led the audit team across several different countries to provide audit services to the client

Associate Director - Retail Operation Services

Responsible for leading and managing a large team of people to drive best in class inventory shortage, operational execution, audit and safety standards across multiple store locations in the Nothern California and Utah markets. Worked with store, district and regional partners to ensure all company policies and processes were being followed to maximize sales and service performance.

Regional Operations and Asset Protection Manager

Target

Director of Operations and Asset Protection

Regional Operations Manager/Director of Loss Prevention 

District Operations and Asset Protection Manager 

Distribution Center Security Specialist

Asset Protection Manager

I’m a builder at heart, with a passion for helping businesses grow by blending technology, customer insight, and bold ideas. Over the years, I’ve led teams, launched ventures, and pushed the boundaries of how companies connect with their customers. Whether it’s using AI to improve service or creating strategies that drive real loyalty, my focus is always on impact. I believe in leading with clarity, acting with intent, and never settling for average.

taplio

The Battle

James Graham

Chris Gillen

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