Steven Carleton

Experience

eBay

COO Global Shipping 2010 - Present (almost 16 years)

Led planning and execution for complex enabling function serving over 10 million eBay sellers globally

Honed operation to provide >1M labels/day globally, implement... more

Genentech

Director, Portfolio Operations Data & Applications 2004 - 2009 (about 5 years)

Led team of 25 to optimize how development project managers track and report project details to optimize decision-making

Rescued enterprise implementation of project... more

Apple

Consultant 2010 (7 months)

Created program for sales contract process/tracking; unified Sales Ops, Finance & Legal to common process

Exit

Sun Microsystems

General Manager, Market Development Group – Business Intelligence/Data Warehouse 2000 - 2004 (over 4 years)

Recruited to lead new business unit and increase market share.

Grew team from zero to 65 (12 direct reports). Developed go-to-market strategy, bundled product sets,... more

US Coast Guard

Director, Aircraft Operations/Six Sigma Black Belt - Rank: Lieutenant Commander 1999 - 2000 (about 1 year)

1500 military/civilian personnel unit. Led ops team of 150 providing oversight of all CG assets in western US, Alaska, Hawaii & Guam.

Managed $150M budget to execute... more

Employee

Sun Microsystems, Apple, eBay, Genentech, US Coast Guard

Education

About

Achievements

Created culture of customer centered design; first product increased customer engagement >25%

Introduced customer journey maps, identified key journeys/customer pain points, reduced churn >40%

Reduced annual losses by >$20M while improving customer loyalty (NPS) w/Buyer Protection program

Developed/built high performing 65-person team in new market, grew revenue by >$100M in 9 months

Led Capex governance, used persuasive arguments & rigorous analysis, drove Capex reductions >$1B

Describe the most impressive thing you've done.

Locations

Seattle Portland San Francisco Bay Area Los Angeles San Diego Vancouver

Q&A

What's your favorite non-business book?

Atlas Shrugged

If money were not an issue, what would you be doing right now?

Sailing

What words of wisdom do you live by?

This too shall pass ...

What aspects of your work are you most passionate about?

Delighting customers and eliminating waste in business operations

What was the most impactful class you took in school?

Automatic Controls in EE

What's something you wish you had done years earlier?

Jumped out of an airplane

Steven Carleton

Obsessed with customer experience and operational excellence. Heavy bias to let data drive decisions and able to tell the story hidden in the data.