Operations Leadership · Analytics · Systems

I turn operational problems into systems that scale.

Operations and analytics leader with 8+ years improving service performance, workforce execution, cost control, and customer outcomes. I diagnose the problem, align the people, build the process or tool, and measure whether it worked.

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35+Operating areas supported
50K+Weekly orders supported
800+Contractors + 120 employees led
$200K+Annual fraud savings

Operating approach

Leadership grounded in practical execution.

My strongest work happens where strategy, analytics, people, and systems meet. I can move from an executive question to frontline implementation without losing the details that determine whether a change succeeds.

I lead operations by making ambiguity measurable. That means defining the problem clearly, identifying the signal that matters, and translating the answer into an operating plan people can use.

Across Skipcart / 7-Eleven, Foodja, Grubhub, and Safelite, I have managed live service operations, led distributed workforces, owned performance programs, improved customer outcomes, and built practical tools when existing systems could not answer the question.

Analysis creates value when it improves the decision and the operation. I focus on clearer processes, stronger accountability, and results that can be sustained after the initial project ends.

Selected work

Proof of how I solve problems.

The work below shows the same pattern across different environments: understand the operating failure, build a practical response, create accountability, and measure the business result.

Case study 01
Service reliability

Raised on time performance from about 90% to 97%

Foodja needed more reliable execution across dispatch, field, driver, and market operations as the business scaled.

Approach: improved capacity planning, workforce controls, operating follow through, and performance visibility while leading six managers, approximately 120 employees, and more than 800 contractors.
Operations leadershipCapacity planningService performance
Case study 02
Partner performance

Converted recurring service failures into measurable partner gains

At Skipcart / 7-Eleven, priority partner performance required clearer monitoring, stronger quality rules, and faster operational intervention.

Result: reduced one partner's cancellation rate from approximately 50% to 0%, raised on time delivery above 96%, and reduced fulfillment issue rates by over 90% through tighter qualification, accountability, and operating controls.
Applied analyticsQuality systemsStakeholder execution
Case study 03
Scalable workforce systems

Reduced recruiting cost by 85% and onboarding time by 70%

Foodja's contractor recruiting and onboarding process needed to scale faster without sacrificing readiness or service coverage.

Approach: redesigned the workflow, standardized the handoffs, improved operating visibility, and connected recruiting activity to market demand.
Process redesignWorkforce operationsCost control

Interactive demos

Open the work and explore it.

Explore representative versions of operational tools I have built, adapted for public viewing with sample data.

Interactive demoDispatch operations

Dispatch Operations Command Center

A command center for reviewing active orders, workforce status, geographic coverage, alerts, and market workload in one place.

Operational visibilityMap monitoringException management
Launch Demo Interactive workflow
Open report ↗
Interactive demoReporting automation

Automated Operations Reporting

A leadership report combining volume, service performance, financial measures, customer feedback, exception categories, and market comparisons.

Executive summaryException reportingMarket comparison
Launch Demo Executive reporting workflow

Additional project work

Additional systems and programs built for operational scale.

Additional work spanning operational analytics, automation, quality, workforce planning, and performance management.

  • 01
    Workforce quality scoring

    Performance tiers, adjusted issue rates, promotion criteria, coaching triggers, and accountability rules.

  • 02
    Email and SMS automation

    Recurring performance reports, reminders, alerts, escalations, and targeted communications built from operational data.

  • 03
    Geospatial operations tools

    Order maps, GPS track review, location analysis, market monitoring, and spatial root cause tools.

  • 04
    Capacity and demand planning

    Forecasting methods that connected expected volume, available supply, service risk, and operating readiness.

  • 05
    Customer service QA and coaching

    Interaction scoring, random review standards, coaching routines, and quality tracking tied to customer outcomes.

  • 06
    Delay risk intervention

    Early warning logic for pickup delays, SLA drift, abandoned handoffs, and downstream service failures.

  • 07
    SOP and training systems

    Standard procedures, launch playbooks, decision guides, and frontline training materials.

  • 08
    Executive performance dashboards

    KPI summaries and drilldowns designed to move leadership from symptom to action quickly.

Experience

Increasing scope, broader systems, measurable results.

My career has progressed from high volume service coordination to multi market operations leadership, analytics, automation, and enterprise performance improvement.

Skipcart / 7-Eleven
Apr 2025 — Present
Operations Support Lead · Irving, TX
  • Led performance improvement across national catering and on demand delivery operations, connecting partner expectations, market execution, driver behavior, and system configuration.
  • Delivered measurable gains across three priority partners within nine months, including reducing cancellations from approximately 50% to 0%, raising on time delivery above 96%, and improving fulfillment reliability.
  • Redesigned catering driver qualification and accountability rules, reducing fulfillment issue rates by over 90%.
  • Built a progressive driver accountability system in Google Apps Script and Twilio that automated email and SMS communication for punctuality and order compliance events.
  • Designed a Databricks and Spark SQL quality scoring pipeline using Bayesian adjusted rates, national and area level tiers, and promotion and demotion criteria.
  • Built weekly performance communications delivered to thousands of drivers and market teams, creating consistent visibility into expectations, results, and corrective actions.
  • Created an internal operations tooling suite with geographic order mapping, order intelligence, performance exploration, GPS review, and root cause analysis capabilities.
  • Led process changes across ETA drift, pickup abandonment, communications, and workflow separation with Operations, Product, Data, and partner stakeholders.
  • Designed and scaled a late pickup accountability pilot across 10 markets, standardizing escalation rules and operational responses for repeat performance issues.
  • Automated roughly 90% of the recurring accountability workflow through KNIME and communication triggers, reducing manual follow up while preserving clear exception handling.
Foodja
Mar 2020 — Dec 2024
Senior Manager of Operations | Manager, Market Operations & Delivery Partnerships · Dallas, TX
  • Reported to the CEO and led Dispatch, Field, Driver, and Market Operations through six managers, approximately 120 employees, and more than 800 independent contractors while owning the operations P&L.
  • Improved on time delivery from approximately 90% to a record 97% within a 15 minute service window through capacity planning, dispatch controls, accountability, and process redesign.
  • Reduced operating costs by 35% while supporting growth through P&L management, resource planning, vendor decisions, and workflow improvement.
  • Redesigned contractor recruiting and onboarding, reducing acquisition costs by 85% and onboarding time by 70%.
  • Developed predictive staffing methods and coordinated multi region expansion with 95% forecast accuracy across staffing, workflow, and launch readiness needs.
  • Launched and scaled the Dallas market to more than $500K in annual revenue before expanding operational responsibility across Texas and Arizona.
  • Led app and workflow improvements that reduced false location reporting, improved arrival visibility, and automated client delay notifications that increased satisfaction by 20%.
  • Owned Salesforce administration for customer service operations and implemented a quality scoring and coaching workflow to improve consistency and accountability.
  • Launched driver engagement and gamification programs that increased engagement and retention by 30%.
  • Created companywide All Hands meetings, SOPs, and training materials that strengthened alignment, communication, and execution across growing teams.
  • Led Dallas office buildout and operational readiness, coordinating vendors, facilities, systems, and launch requirements as the market scaled.
Grubhub
Nov 2018 — Mar 2020
Market Operations Specialist · Chandler, AZ
  • Managed live delivery operations across more than 35 geographic areas supporting over 50,000 weekly orders and approximately 90% on time performance.
  • Identified fraud patterns and implemented operating controls that generated more than $200,000 in annual savings.
  • Coordinated corporate clients, restaurants, drivers, and internal teams to resolve high priority service issues and protect customer outcomes during peak periods.
  • Earned company recognition for performance, including Hits the Spot honors and Employee of the Month recognition twice.
Safelite AutoGlass
May 2016 — Jul 2018
Special Services Desk Representative | Inbound Sales Specialist · Chandler, AZ
  • Coordinated claims, appointment scheduling, insurance verification, warranty issues, and vendor support while improving appointment accuracy by 20% and maintaining approximately 95% customer satisfaction.
  • Earlier in the tenure, exceeded a 50% inbound sales close rate against a 42% target and helped train peers on customer and sales workflows.

Capabilities

Broad enough to lead. Technical enough to build.

I combine operations leadership with hands on analytics and systems fluency, using the right mix of people, process, data, and technology to improve how a business runs.

Operations Leadership

Service deliveryDistributed workforce operationsCapacity planningKPI managementP&L managementOperational escalations

Analytics & Improvement

DatabricksSpark SQLTableauPower BIExcelRoot cause analysisLean Six Sigma

Systems & Automation

Google Apps ScriptTwilio SMSHTML/JS dashboardsLeaflet.jsREST APIsKNIMESalesforce

Program & Stakeholder Leadership

Cross functional executionExecutive reportingSOP developmentChange managementQuality programsCustomer operations

Credentials

Process discipline and broad perspective.

Formal process improvement training supports a career built through practical operating responsibility, analytics, and hands on implementation.

Lean Six Sigma Green Belt

Arizona State University · #62107288

Oct 2022

Lean Six Sigma Yellow Belt

Arizona State University · #56325003

Sep 2021

OSHA General Industry Safety & Health

Occupational Safety and Health Administration · #36-701526104

Feb 2014
Education

Arizona State University

Geological Sciences

Education

Mesa Community College

Political Science

Outside the job description

Prepared, curious, and community minded.

The same habits show up outside work: prepare seriously, stay curious, and build things that are useful to other people.

Competitive foundation

Championship teams and Junior Olympics experience taught me that high standards only work when preparation, communication, and trust are shared across the team.

Preparation · Accountability · Team trust

Creative perspective

Landscape photography and travel keep me curious and help me see patterns outside of spreadsheets. I am passionate about finding unconventional solutions to complex problems.

Creative Problem Solving · Perspective

Community preparedness

I support my local city's Emergency Management Team to help build a safer community. My work centers on public safety, preparedness, and designing intuitive, practical tools that empower people to act.

Service · Preparedness · Practical design

Contact

Need an operator who can diagnose, align, and build?

Open to operations leadership, business operations, strategy and operations, technical operations, analytics, process improvement, business systems, and transformation roles.

✉ alexanderjworden@gmail.com ⌁ AlexanderWorden.com in LinkedIn
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