Brian Kruse

About Brian Kruse

Strategic Program Manager with 12+ years leading global initiatives that improve operational efficiency, compliance readiness, and customer experience. Expert at translating customer and operational data into actionable insights that guide prioritization, influence product decisions, and deliver measurable results. Skilled in partnering cross-functionally with Product, Engineering, and Operations to design scalable programs that reduce risk and drive adoption across regions.Key Accomplishments: Reduced case volume 20% by identifying and piloting high-impact AI use cases and launching Amazon AP’s first AI chatbot for internal policy. Partnered with Data Science, Engineering and Operations to create a scalable foundation for AI-driven products across the org. Leveraged operational data to define a problem, create a solution and deliver 38% contact reduction and 60% product adoption through cross-functional enablement strategy and go-to-market framework for self-service products used by +100K customers. Delivered 70% improvement in customer experience and efficiency globally, shaping 4 org-wide goals for 2025, through development and implementation of a “Voice of the Customer” insights system, seamlessly throughout the customer journey, transforming consistent customer feedback into actionable improvement initiatives. Improved launch consistency saving 1.4K hours/month by designing and implementing a global Change Management & Go-To-Market Playbook adopted by Corporate, Retail, and Business Partnership orgs.INDUSTRIES: Automotive e-Commerce Non-profit Retail TechnologyKEY SKILLS: Program & Portfolio Management • Customer Experience Strategy • Product Adoption & Go-To-Market Strategy • Change Management & Enablement • Cross-Functional Leadership • Stakeholder Management • Customer insights Systems • Customer Journey Mapping • Defect Reduction Strategy • KPI & Performance Frameworks • Data Storytelling & Executive Communication • Automation & AI Enablement • Product Launch & Adoption Strategy • User Insights & Feedback Systems • Operational ExcellenceTECHNICAL SKILLS: Salesforce SQL Server Excel PowerPoint Outlook Google AdWords Google Analytics Tableau

Experience

1. Amazon

   Present

Education

• UW Foster School of Business

  BA, Finance

  2006 — 2010

Skills

• Analysis
• Leadership
• Facebook
• Content Management
• Sales
• Market Research
• Marketing
• Pricing
• Lead Generation
• Brand Development
• Management
• Negotiation
• Market Analysis
• Email Marketing
• Social Media Marketing
• Microsoft Excel
• Account Management
• Online Advertising
• Salesforce.com
• Online Marketing
• Strategic Planning
• Competitive Analysis
• Contract Negotiation
• Business Development
• Digital Marketing
• Social Media
• Creativity
• Relational
• Analytics
• Web Analytics
• Entrepreneurship
• Google Adwords
• Product Management
• E-Commerce
• Microsoft Sql Server
• Brand Management
• B2b
• Marketing Strategy
• Product Marketing
• Social Networking