Dave Lucas

About Dave Lucas

Dynamic and experienced Operations Management professional with over 10 years of experience as an escalation manager within Fortune 500 companies, elevating the Voice of the Customer. Proven expertise in owning the end-to-end escalation process, conducting in-depth Root Cause Analysis, and implementing strategic solutions that drive systemic improvements. Adept at leveraging data to inform business decisions and influence product roadmaps. Skilled in cross-functional leadership, executive-level communication, and championing a culture of accountability and customer-centricity across the organization.

Experience

1. Senior Manager, Customer Advocacy Program

   Walmart

   Jun 2022 — Present · Hoboken, NJ, US

   Voice of the Customer - Defect Reduction+Leveraged advanced data analysis to proactively identify emerging fraud trends and operational abuse patterns, creating systematic feedback loops that informed business decisions and drove long-term process improvements.+Orchestrated the end-to-end management of over 250 high-impact escalations, performing in-depth Root Cause Analysis that led to the resolution of 275 million defects and significantly enhanced customer experience.+Worked cross functionally across product, engineering, business, trust and safety, marketing and legal to identify and implement solutions to customer pain points highlighted in Executive Escalations.+Analyzed data to identify anomalies on the Spark Driver Platform leading to reduction in driver fraud.+Streamlined intake of Customer and Driver Escalations across multiple channels (executive, internal, social media)

Education

• Rutgers University

  BA, Geography

  2001 — 2005

Skills

• Analysis
• Leadership
• Project Planning
• Security Clearance
• Program Management
• Time Management
• Project Management
• Management
• Team Building
• Team Leadership
• Systems Engineering
• Government
• Training
• Dod
• Military
• Operational Planning