Christopher Staines

I am a strategic operations and program leader with over 15 years of experience driving performance across sales enablement, analytics, CRM systems, and large-scale service programs. I’ve led cross-functional teams of over 200 associates, managed $500M+ warranty and service initiatives, and delivered technology implementations such as Salesforce and Oracle Siebel that streamlined operations and improved results. My work consistently focuses on data-driven decision-making, stakeholder alignment, and scalable process improvements that generate measurable business impact.

Shared Services Senior Manager at Lowe’s Companies, Inc.

February 2022 to August 2024

• Modernized sales pipeline by implementing Salesforce Service Cloud for 1,900 field-based and remote installation salespeople as business execution lead, which improved efficiency by 46%; owned the enhancement roadmap, testing, dashboards, and stakeholder alignment
• Oversaw multi-level department of 236 remote associates and managers who directly assisted leadership, salespeople, stores, and customers through:
  • Salesforce analytics, dashboards, and systems troubleshooting
  • Quality assurance, on-boarding, and training
  • Sales lead conversion, remote tendering, and inbound store & customer support

October 2015 to February 2022

• Managed the strategy, risk, captive loss experience, operations, program quality, systems roadmap, reporting, and sales of the $500+ million per year retail warranty program through analytics, cross-company relationship building and stakeholder buy-in, extensive systems knowledge, and exhaustive legal & compliance coordination with a third party administrator
• Grew sales by +38.6% and limited claim exposure with loss-to-premium ratio under 100%, which allowed for re-allocation of funds for capital expenditures
• Owned relationship with third party administrator
• Lowered program risk through negotiated vendor debits, premium pricing analysis, and modernized items and systems to enable product-specific pricing, benefits, and premiums
• Designed executive-facing sales reports
• Owned systems & enhancements roadmap executed by internal engineers

April 2011 to October 2015

• Prioritized business requirements with stakeholders and internal & external software engineering teams, ensuring on time on budget releases; created rapid prototypes for enhancement justification and feasibility
• Implemented Oracle Siebel alongside IBM for >2,000 internal users to support 900,000 annual customer interactions
• Maintained enhancement roadmap for external SaaS as integrations lead for external vendors
• Designed and produced KPI reporting for executive leadership

6+ years of program management, including strategy and execution for retail sales, direct marketing, operations, regulatory compliance, and captive & risk management

12+ years of business-side implementation, solutions, and systems, including requirements gathering, roadmap prioritization, project management, B2B implementation, and testing in waterfall and agile

15+ years of experience with service contracts & warranties: backend operations, actuarial / captive / risk management, benefit creation, contact center process, claim processing, and vendor negotiations