Brad Sites
About Brad Sites
Brad Sites serves as the Director of Customer Care Operations at Overstock.com, where he has worked since 2021. He has a strong background in customer service management and has successfully implemented strategies to enhance operational efficiency and employee satisfaction.
Current Role at Overstock
Brad Sites serves as the Director of Customer Care Operations at Overstock.com, a position he has held since 2021. In this role, he oversees a team of 20 direct reports and manages a total workforce of 500 employees. His responsibilities include ensuring operational costs remain under budget and adapting to the changing dynamics of retail sales. Sites has implemented strategies that have automated the customer review process for product pages, which has led to a decrease in customer contacts.
Previous Experience at Overstock
Brad Sites has a long history with Overstock.com, having worked there for over 15 years in various roles. He started as a Customer Service Representative in 2006 and progressed to positions such as Workforce Management Specialist, Manager of Operations, and Sr. Operations Manager. His experience includes managing workforce strategies and operations, which laid the groundwork for his current leadership role.
Achievements in Cost Management
During his tenure at Overstock, Brad Sites successfully reduced operating costs by $2 million through strategic changes in Business Process Outsourcing (BPO) partnerships. This achievement was accomplished without negatively impacting customer experience, demonstrating his capability in balancing cost efficiency with service quality.
Performance Management and KPIs
In his current role, Brad Sites manages departmental Key Performance Indicators (KPIs) and has a proven track record of correcting behavior deviations within a 30-day timeframe. His focus on performance management contributes to the overall effectiveness of the customer care operations at Overstock.
Employee Satisfaction and Team Management
Brad Sites oversees a large team and maintains a high employee satisfaction score of 90%. His leadership style emphasizes team engagement and operational efficiency, which fosters a positive work environment and contributes to the success of the customer care operations.