American Dental Care Partners, Inc.

Owner & CEO

RZ Strategies LLC

Leveraging 7 years of experience at Uber to help your business grow quickly and efficiently.

My clients include early stage startups (Seed, Series A/B), where I use my early Uber experience and expertise to help companies quickly identify and solve operational bottlenecks which may be limiting growth. At slightly more mature startup stages, I also frequently leverage my experience working across Ops/Tech/Leadership teams to develop product strategy and help cross functional teams move forward together. 

I also work with PE-backed companies and larger, more mature public companies to evaluate their current operations and marketplace efficiency, and develop strategies and experiments which will help them continue to grow. 

Example projects:
 - Building a marketplace health framework for an established internet media company
 - Creating a supply growth and onboarding efficiency strategy for a new marketplace business
 - Runnning the customer success function for a new product launch
 - Leading strategy development sessions, including goal setting, KPI development, and prioritization

Independent Consultant

Uber

Led team responsible for managing the Rides business in AL, AR, FL, KS, KY, LA, MO, MS, OK, and TX. Increased regional profitability by developing new product offerings and strategies to accelerate top line growth (premium products, add-ons, pricing strategies), while continuously identifying cost reduction opportunities and acting to address them.

Senior Manager, Head of Gulf Coast Rides

Designed, built, and launched Uber's driver loyalty program, Uber Pro, improving retention and platform efficiency via effective segmentation and meaningful rewards, including free college tuition programs. Designed and executed additional programs to develop deeper relationships with key driver segments and solicit impactful product and program feedback from drivers.

Manager, Driver Loyalty & Relationship

Designed, managed, and executed Uber’s internal process to bring to life a "180 Days of Change" campaign, delivering 38 new driver-facing features and improvements including in-app tipping, paid wait time, and 24/7 phone support.

US & Canada Product Operations & Strategy

Drove sustained, rapid growth in the DC market, managing as many as 20 direct reports. Launched and refined uberPOOL in Washington D.C., Miami, Atlanta, and Philadelphia. Built the POOL pricing model, led product testing, and developed playbook to continue scaling POOL to additional markets.

Senior Operations & Logistics Manager

5th Operations hire in Uber’s 6th US market. Launched and scaled uberX in Washington DC.

Operations & Logistics Manager

Ernst & Young

Provided audit and advisory services for clients including Fortune 500 government contracting and energy clients as well as mid-sized public and private contractors, manufacturers, and private equity firms.

Assurance Staff

I am the owner, President, and CEO of American Dental Care Partners, Inc., a discount health care program selling plans that provide members with discounts for health care services from participating physicians and providers.

I also provide independent consulting services to companies, working with early-stage startups on growth strategies, scaling operations, and building marketplace platforms. My expertise in these areas was honed over 7 exciting years in various strategy and operations roles at Uber, and in a short stint in public accounting at EY early in my career.

My professional interests include tech, start-ups, marketplace businesses, small business, and entrepreneurship through acquisition. I'm always happy to chat with folks interested in any of these topics, feel free to reach out!

Zach Smith

AmbaFlex Spiral Conveyor Solutions

Customer Service Manager AMCAS

Amazon

Customer Service Operations Manager

Humanscale

Provide day-to-day direction and leadership for the Customer Care Team with respect to Organizational, Business Process, and Policy decisions.  Instill philosophy of Continuous Improvement and drive organization to year over year improvements in performance and service.  Ensure a strong spirit of collaboration and knowledge sharing exists throughout the organization relating to Customer Service, Supply Chain, Logistics, Sales, Quality and Operations.  Identify issues with processes, policies, teamwork, technology, and personnel, and work cross-functionally to execute solutions that result in high customer satisfaction.  Define and implement staffing and organizational strategies that maximize customer satisfaction, efficiency, productivity, and reduce costs to serve.  Develop and manage an annual expense budget of ~$8M.  Recommend and implement solutions that reduce cost per FTE, Cost per Transaction and overall Cost to Serve.

Director of Customer Care

Benjamin Moore & Co.

Lead and develop a high-performing Customer Experience team that represents the Benjamin Moore brands by providing excellent customer service while developing strong relationships with our Customers, Field Sales, Credit and Logistic teams.  Build, lead and inspire our Customer Experience Team to deliver a world-class user and customer support experience.  Assist with developing and owning customer experience strategy implementation collaborating with peers, global team and cross-functional stakeholders, and develop deep customer segment expertise.  Ensure that call quality is maintained according to established customer service metrics relating to attitude, accuracy, response time, and caller satisfaction.  Drive a data-driven approach to decisions across teams, continuously analyzing data to improve operations.  Regularly assess Benjamin Moore Sales, Marketing and Customer Experience service departments to ensure they are working together to deliver seamless customer service.  Gather customer feedback, analyze it and then design specific practices the organization can put into place so that our customers benefit while profits also improve.  Track, analyze and ensure team performance data is being met or exceeded.  Analyzes training needs and assists in developing and conducting training programs

Senior Manager - Global Customer Experience 

Penn Foster Education

I oversee the client support center for a double-digit growth business unit within the organization. My focus is on developing people, processes and technology that enable a market leading and highly differentiated client experience. With an emphasis on building brand loyalty I drive innovation and develop a high performance client-facing model/team that cost-effectively scales to deliver exceptional value to clients/students.   

As part of the leadership team, I oversee the total solution experience for clients, supporting both institutions that underwrite enrollments and the needs of students given the unique delivery model. I lead cross-functional teams in pursuit of harnessing existing infrastructure and capabilities and further optimizing all aspects of the rapidly growing $14 million B2B portfolio including high school, industrial and veterinary verticals.

Sr. Director, Client Experience

University of Phoenix

Facilitate Introduction to Business class

Online Instructor - School of Business

Eckler Industries, Inc.

Director of Sales and Customer Service

Dorman Products

Director of Customer Service

Teachers Credit Union

Manager of Member Services

Senior Manager of Customer Experience in the Consumer Goods, Automotive, Financial, and Education industries. Skilled in Customer Journey Mapping, Budgeting, Operations Management, Coaching, Sales, and Contact center start-up. 

taplio

The Battle

Zach Smith

Brian Kemble

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