Wendy M Orear

About Wendy M Orear

Seasoned product management leader with demonstrated success in delivering best-in-class products that solve customers’ problems. Expertise in front-end e-commerce customer experience and customer service as well as driving efficiencies in order visibility, vendor management, OMNI channel fulfillment, and supply chain solutions. Passionate about leading cross-functional teams to build and improve products and maximize topline revenue. Skilled relationship builder with executives, colleagues, partners and customers. Accomplished at coaching and mentoring colleagues to realize their full potential.

Experience

1. Lead Product Manager

   Williams-Sonoma, Inc.

   Jan 2018 — Present · San Francisco, CA, US

   Own enterprise Case Management & Delivery Experience roadmap for a multi-billion-dollar furniture e-commerce business, leading cross-functional initiatives across Customer Care, Engineering, and Operations.• Expanded enterprise Case Management platform to support Canadian order volume, extending customer service workflows within existing OMS/MSFT Dynamics capabilities and reporting framework — generating $844K in incremental revenue in 2025 through return/replacement rate improvements.• Modernized enterprise order exception \'where-is-my-order\' case management across Care Center and operational users — implementing automated routing, milestone integration, and root-cause analytics; delivered $1.1M incremental revenue in 2025 and reduced case volume 26% YoY, driving measurable CX and operational improvements.• Implemented MSFT Dynamics SaaS CRM (Customer Voice & Case Management) for furniture delivery experience — exceeded target by in 2023, driving $32M in incremental revenue.• Led enterprise case management platform selection (RFP, gap-fit analysis, POC) and secured senior leadership buy-in for modernization strategy.• Owned end-to-end rollout of Ship-To-Store capability across 3 e-commerce brands, including new Capacity Management system — exceeded forecast by 276%($37.5M revenue).• Launched self-service delivery scheduling platform — reduced first-year labor costs by $1.6M and continues to generate $4.4M+ in annual savings.

Education

• California State University, Chico

  Bachelor of Science - BS, Accounting

Skills

• Business Process Improvement
• Analytics
• Project Management
• Leadership
• Requirements Gathering
• Data Warehousing
• Business Requirements
• Software Implementation
• Retail
• Order Management
• Product Management
• Software Development Life Cycle (Sdlc)
• Business Process
• Inventory Management
• Consensus Building
• Sql
• Visio
• Requirements Analysis
• Agile Methodologies
• Master Data Management
• Crystal Reports
• Sdlc
• Cross-Functional Team Leadership
• Business Intelligence
• Training
• Business Analysis
• Vendor Management