Josh Thornbrugh

About Josh Thornbrugh

Versatile and experienced senior operations manager offering expertise in project…

Experience

1. Sr Manager - Beta and Field Health

   Eero

   Nov 2022 — Present

   Led the consolidated internal support team, responsible for all escalations from 3P and all direct B2B contacts.Established new 3P vendor sites and successfully off-boarded underperforming partners. Resulting in +24% increase in service levels.Co-designed and implemented Amazon Connect to replace historic telephony solution.Restructured support tooling for 3P vendor agents, saving over $650K YoY.Integrated customer outreach tool with internal CRM to track all correspondence and improve reporting capability.Consolidated all Beta program management including all aspects of PM, Network Support Engineering, and support into one business unit. Allowing for significantly expanded testing and validation capabilities.Established change management process to better control firmware releases to specific populations, resulting in more effective testing of pre-release firmware.Responsible for all components of Beta testing for 2 new hardware programs, as well as many advanced mobile features.Expanded internal testing population (Dogfood) by 80% YoY, effectively moving bug identification and remediation further up-stream.

Education

• Kansas State University

  Management Information Systems, General

• Ironhack

  UX & UI Design

  2017 — 2017

• ITIL

  Certificate

  2018 — 2018

Skills

• Lean Startup
• Team Leadership
• Google Sprint
• IT Management
• Laptops
• Leadership
• Customer Experience
• Customer Satisfaction
• Training
• UX
• Store Management
• IT Strategy
• Customer Service
• Agile Methodologies
• Team Building
• Management
• Agile Web Development
• Sales Process
• HR Policies
• Sales Management
• Networking
• Retail
• Lean UX
• Windows Vista
• Uix
• Strategy
• Microsoft Office
• Sales
• Merchandising