Robert James McCullock
Program Manager Operational Excellence & Customer Experience (Ex-amazon) @Ex-Amazon
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WORK HISTORY
Program Manager Operational Excellence & Customer Experience (Ex-amazon) @Ex-Amazon
EDUCATION
The Manchester Metropolitan University
Bachelor of Arts - BA, Business, Management, Marketing, and Related Support Services
Chartered Management Institute
Management
The Manchester Metropolitan University
Bachelor of Arts - BA, Operations
Chartered Management Institute
MCMI CMgr.
ABOUT ROBERT JAMES MCCULLOCK
Program Manager with 8+ years’ experience in global company delivering measurable performance improvement across retail, logistics, and customer service environments at scale.At Amazon, I led end-to-end programmes focused on accuracy, quality, and customer experience, delivering:77% reduction in accuracy errors across 19 retail locations in under 6 weeks0.4% YoY refund rate reduction, generating $22K+ in savingsCustomer satisfaction improvement from 63.2% to 85.6% through SOP redesign and process optimisationCreation of new KPIs, dashboards, and governance routines to support senior leadership decision-makingI specialise in turning data into action—using KPI analysis, root cause analysis, and Lean Six Sigma methods to identify issues, design interventions, and embed sustainable change. My work spans programme delivery, stakeholder management, benefits realisation, and capability building across multi-site operations.Chartered Manager (CMgr MCMI) with a BA in Business & Management, experienced in leading large teams, managing complex operational risk, and delivering structured change at pace. Currently exploring Program / Project Management and Data Analyst roles where analytical insight, operational rigour, and continuous improvement drive impact.
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