Open to opportunities

Michael Vaught

@michaelvaught

Message

I lead AI-enabled operations transformations that improve SLA performance, customer experience, and cost efficiency.

United States

Message

What I'm looking for

I'm looking to lead AI-enabled operational transformation, KPI governance, and cross-functional execution that improves customer experience, performance, and cost efficiency at scale.

At Amazon, I directed a multi-layered North American Seller Support organization serving thousands of marketplace sellers, leading AI-enabled KPI governance and operational strategy that achieved 95–100% SLA attainment.

I spearheaded Project RESOLVE to reduce repeat contacts by 25% and directed cross-functional work across Product, Program, and Workforce Management that delivered $1.2M in annualized cost savings. I also improved frontline SLA performance from 88% to 97% within two quarters through queue restructuring, daily metric reviews, and stronger performance tracking.

Previously at Lift Brands, I led regional operations across 240 franchise locations and built the Brand Performance division supporting 1,000+ units across the U.S. and Canada. I bring P&L ownership, performance analytics, operational coaching, Lean Six Sigma discipline, and a focus on scalable systems that strengthen revenue, compliance, and customer experience.

Experience

Work history, roles, and key accomplishments

Senior Operations Manager, Transformation & AI Strategy

Amazon

May 2021 - Apr 2026 (4 years 11 months)

Directed a multi-layered North American support organization, owning operational performance, strategic execution, and cross-regional delivery. Architected KPI governance and AI-enabled reporting systems, driving 95-100% SLA attainment and $1.2M in annualized cost savings.