Jacksonville, Duval County, Florida, United States
Member Since 2022

Jeffrey Scott Sturm


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    About the Candidate

    I am a systematic technical Product Operations Director with an entrepreneurial mindset. I am a proven Product Operations Manager, Project Manager, CSM, and CSPO who is experienced in leading operations. I am also experienced in delivering projects and products that span one or more lines of business. I have a demonstrated ability to effectively manage resources, schedules, and financials. I also have a talent for building and motivating teams to meet business objectives with a unique ability to incorporate strategic goals into day-to-day operations.

    • Throughout my career, I have established best practices in collaboration with leadership and stakeholders, while making these key contributions:
    • Always curious. Constantly improving myself and the business by experimenting. I try new approaches and tools while working with the various stakeholders to learn their processes and challenges.
    • Experienced with network operations, SaaS, and B2B software products. Expert in finding logical solutions to complex issues.
    • Passionate, results-driven, with the desire and ability to consistently meet or exceed operational objectives. Strong collaborator capable of working with personnel to find creative solutions to operational challenges.
    • Eliminated $2.2M in licensing fees for one product and sourced a new solution for another product that provided the capability without the need for third-party integration and fees.
    • Collaborated with product management, development, and a consulting agency to re-engineer and upgrade technology for the business unit job management system utilized to process ACH, check, credit card, wires, and cross-border transactions. Multi-year, multi-million dollar transformation effort.
    • Worked with product management and development to upgrade technology from SOAP to RESTful API services, and rebuilt multi-million dollar client-facing websites.
    • Negotiated with third-party service providers to minimize company costs for services throughout the United States and Canada.
    • Managed user acceptance testing (UAT) for a $5M billing software development project, in addition to delivering presentations and reports for project teams and all levels of management.
    • Managed client onboarding implementations in addition to delivering project kick-off presentations and status reports for project teams at various levels of senior management.
    Moreover, I have consistently tracked and reported metrics and software deployment activities to deliver projects and product features on time and on budget to maximize our market penetration.
    Highlights of Expertise:
    • Servant Leadership
    • Network Infrastructure
    • Information Analysis
    • Process Improvement
    • Client Negotiations
    • Team Building & Leadership
    • Business Process Optimization
    • Cross-Matrix Partnership
    • B2B Saas Payables Solutions
    • Product Enhancements
    • Data Management
    • Software Development
    • Budget & Resource Management
    • Product – Security & Vulnerabilities
    • Product – Break/Fix
    • Product – Defect Resolution
    • Product – Backlog Prioritization

    Jack Welch Management Institute .

    MBA – Business Administration/Operations – In Progress

    University of Arizona Global Campus .

    BBA – Business Administration (Management of Information Systems)

    01/2022 to present
    Fidelity National Information Systems -FIS Director, Product Operations - Optimization

    • Operate as a servant leader to my team, the business unit, and matrixed personnel
    • Coordinate across different lines of business to learn new opportunities for incorporation into our business unit operations
    • Share operational efficiencies and techniques with other lines of business for standardization of operations between business units
    • Manage operations budget
    • Identify and address operational inefficiencies
    • Collaborate with business unit personnel to identify root cause of challenges in operations
    • Establish open lines of communication with business unit and matrixed personnel so they are comfortable bringing me their challenges.
    • Collaborate with matrixed business unit partners to identify how we can better achieve business unit objectives
    • Research potential software and hardware for incorporation into daily operations to enhance efficiency and effectiveness of personnel.
    • Identify product line enhancement opportunities to better serve our customers based on feedback from customers and business unit personnel.
    • Communicate product enhancement opportunities to the Product Line Director for road map consideration and funding.
    • Collaborate with engineering and architects to ideate on better ways to address operational challenges.
    • Engage Engineering and Service Delivery to resolve day-to-day operational software and hardware issues impacting customers
    • Engage my team on issues requiring technical guidance for new system integrations, migrations, and education on product line operations.

    07/2021 to present
    Fidelity National Information Systems - FIS Product Operations Manager

    • FIS Billing & Invoices – Primary for BAU, Auditing, Revenue Leakage and Client Questions
    • Drafting BRDs and Lean Business Cases – Primary for Break/Fix, Compliance and Solution Approaches
    • Capital Adherence, Sigma expenses – Primary for BAU Capital
    • Client Advocate for system design/change requirements – Primary for Break/Fix
    • Product Defect, Support and Billing Client Communications – Primary
    • Product Detail, Timelines, Scheduled Releases, Roadmaps, Meetings and Bulletins – Primary
    • Client QBRs, Advisory Boards, Strategy Meetings – Primary
    • Client Technical Support for File Transmissions – Escalation Support for Service Delivery
    • Client Training Documentation – Primary content provider for aftermarket changes
    • Compliance, Regulatory, Security & Risk – Primary for existing products
    • Conferences/User Groups – Contributor/Content Provider
    • Defect & Compliance Business Case, Definition, Requirements Clarity – Primary for BAU and Defects
    • Establish and Approve Client Contractual SLAs – Contributor
    • Implementation Assistance – Primary for BAU
    • Incident Management Representation & RCA Approval Prior to Distribution – Primary
    • Interactions with FIS Integrated Products/Payment Platforms – Primary for Break/Fix
    • LOB KPI Reporting (Operations) – Primary
    • Pilot Management – Primary Approver
    • Prioritize Development & Sprint Planning/Assignment – Primary for BAU/Defects/Compliance/Risk
    • Process Improvements – Primary for Automation Opportunities/Implementation
    • Professional Services Engagements – As needed
    • Revenue Initiatives: Strategy, Execution & Reporting – As needed
    • Regulatory Adherence – Primary as Related to Product Operations
    • Solution Central – Primary for Updates and BAU activity
    • Tactical Partnerships: Vendor & Product Development – Primary for BAU
    • User Guides/Release Notes – Primary Reviewer Prior to Distribution
    • Tier 3 Support for Client Tickets – Primary Liaison
    • CIO Coordination for support, infrastructure, DR failovers, software upgrades & Vendor Management – Primary
    • Vendor Accounts Payable – Primary for Accuracy/Auditing

    04/2019 - present
    Fidelity National Information Systems - FIS Lead Business Unit Project Manager - Product Operations

    • Lead business unit Project Manager. Manage projects from cradle to grave for revenue realization and growth.
    • Collaborate with GM, Product Director and Director of Business Development to identify projects. Define scope for those projects. Host stakeholder meetings, translate project objectives to the development team and monitor project progress in collaboration with Scrum Master and Product Owners.
    • Create project dashboards for the business unit and weekly briefings and report to VPs and GM.
    • Identify potential revenue generating opportunities for the business unit and provide business cases for those opportunities.
    • Identify project management coordination process gaps or areas for improvement, recommends and implements solutions.
    • Translate GM and Operations Manager initiatives into the project scope.
    • Collaborate with other business units across the company to achieve business unit objectives
    • Develop and build partnerships to improve communication, coordination, collaboration, and effective working relationships within the business unit and across the company to enhance operations
    • Manage project issues, risks, changes, and dependencies and provide status reports.
    • Recommend improvements to achieve and deliver high quality, value-added capabilities and processes
    • Participate in business unit workgroups and initiatives to identify operational challenges. Define challenges and present proposed resolutions to GM and Operations Manager for approval or guidance on resolutions.
    • Manage project initiation activities that include identifying contractual obligations, client needs and goals, existing situation, necessary contacts, and access to existing information as needed.
    • Review business unit capabilities to determine the timeline, and staffing requirements for projects.
    • Develop project plans to outline project scope, activities, schedules, deadlines and time estimates.
    • Deliver informational and decision-seeking presentations to technical staff, business unit managers and clients.
    • Assign project team members with various project activities.
    • Manage project risks, issues/problems, and activity progress to ensure project goals (e.g., deadline, scope and quality) are achieved. Assists with problem resolution or risk mitigation as needed.
    • Coordinate activities and tasks among project team members, other internal departments and client organizations as needed to meet project goals.
    • Seek and develop more productive and effective ways to complete assigned tasks. Ensures fit with timeline, architecture and client needs.
    • Identify integration opportunities to expand the business unit product lines to meet strategic initiatives.
    • Conduct project closure activities to formalize and communicate the project acceptance, handover ongoing activities to accountable teams, and complete a post-project review to identify areas of improvement or that worked well.

    ComNet Communications Project Manager

    Planned and scheduled engineering, installation, and subcontracting activities on large and/or complex network infrastructure systems, including site surveys and client needs analysis throughout the U.S. and Canada
    • Estimated the resources and participants needed to achieve project goals.
    • Set and continually managed project expectations with team members and other stakeholders
    • Developed clear, feasible project plans and associated documentation.
    • Ordered proper materials in a timely manner for each project
    • Approved and signed all material invoices
    • Tracked and reported labor and material cost throughout the project; invoiced projects to maximize cash flow
    • Utilized daily job journals, inventories, forms, and communications records to direct field personnel and ensure that schedules are met
    • Generated and submitted change order pricing for all items outside the approved original scope of work
    • Provided required closeout documentation including as-built drawings, cable certification reports and applicable warranties

    Allstate Benefits (contract) Project Manager

    • Developed and maintain project schedules, goals and communications
    • Prepared project schedules in MS Project
    • Tracked project status and schedules
    • Managed & executed software testing for the new corporate software suite
    • Prepared PowerPoint presentations, reports, and documentation for the project team and all levels of management
    • Took ownership of project processes and deliverables, as determined by the leadership team
    • Exercised critical thinking and independent judgment on project strategy
    • Organized project documentation on SharePoint project site
    • Maintained functional checklists & deliverables
    • Performed follow-ups on key deliverables
    • Organized project recurring meetings and associated agendas
    • Assisted the program manager with relevant coordination activities
    • Provided analytical support as needed in support of project financials & metrics
    • Managed small projects and assist with larger strategic projects

    Keefe Group Regional Implementation Analyst

    • Executed and deployed customer project work plans and transition plans.
    • Performed hands-on configuration of various software/technologies/services/interfaces on Keefe Group hardware for delivery and deployment at customer sites.
    • Executed hardware, software, and new technology upgrades and maintenance of Keefe Group systems deployed to customer sites and regional distribution centers.
    • Prioritized and managed multiple complex projects within time, technical, and resource constraints.
    • Developed training session plans that are designed to enrich the knowledge and understanding of the Keefe Group proprietary software and technologies to specific end-user audiences.
    • Executed varying levels of training to Keefe Group customers at customer facilities nationwide on the use of Keefe Group systems products.
    • Executed training to Keefe Group operations staff when new technologies and/or upgrades were introduced.
    • Configured and executed systems integration projects based on varying customer needs from initiation to completion.
    • Documented all service, training, configuration, and upgrade activities.
    • Provided escalation help to the support team concerning customer project deployments involving new and existing software/hardware technologies.
    • Provided advanced problem solving, troubleshooting, and system consultation to clients.
    • Provided recommended accounting guidelines within the Keefe Group proprietary financial software along with assistance in customer financial reconciliation/balancing.
    • Provided solutions and input on project problems and challenges.
    • Directed the work of our onsite vendors relating to the installation of our hardware.
    • Completed miscellaneous projects/duties as assigned by the KCN Regional Manager

    US Air Force C2 Systems Section Chief

    • Directly responsible for hardware and software configuration management of Air Operation Center Weapon System
    • Oversaw and directed systems administration of secure and non-secure specialized workstations for Squadron
    • Responsible for the design and function of Squadron SharePoint sites. Configuration of site pages, managed user permissions and web parts.
    • Maintained electronic records of Weapon System configuration in a centralized configuration database.
    • Verified functionality of hardware and software post configuration modification ensuring proper operation.
    • Served as supervisor and mentor to junior personnel providing career and personal guidance to help them achieve their goals.

    US Air Force Plans Section Chief

    • Coordinated Squadron participation in Joint Chiefs of Staff directed exercises throughout the world ensuring Mobility Command contingency readiness.
    • Created Squadron SharePoint sites. Replaced antiquated sites with organized and easy to navigate sites increasing collaboration.
    • Directly responsible for hardware and software configuration management of Air Operation Center Weapon System
    • Served as supervisor and mentor to junior personnel providing career and personal guidance to help them achieve their goals.

    US Air Force Division Supervisor and Sr Technical Advisor

    • Managed 24-hour United States Forces Japan regional data control center. Coordinated data flow to and from Pacific Headquarters in Hawaii with Army, Navy, Air Force and Marine bases throughout Japan.
    • Coordinated United States Forces RF operations with Japanese Air Self Defense Forces Headquarters ensuring frequency and distance de-confliction of radio operations.
    • Test Director for monthly ballistic missile defense tests. Validated data flow architecture from missile defense assets to Pacific Headquarters ensuring proper notification and actions were able to be implemented if needed in contingency.
    • Quality Assurance Evaluator and Contracting Office Representative. Oversaw contract performance and provided monthly compliance and noncompliance reports to the contracting office in Hawaii.
    • Performed Tier-1 level computer support for the regional data control center. Provided training to personnel on system operation and configurations.
    • Oversaw contractor engagement on $1.4M Information Technology equipment and provided recommendations for equipment and network reconfiguration for enhanced operations.
    • Served as supervisor mentor to junior personnel providing career and personal guidance to help them achieve their goals.

    US Air Force Combat Plans Division

    • Oversaw Combat Plans Division operations including Air Tasking Order production and Airspace Control Orders for Air Force Southern Command.
    • Managed unit fitness program for 200 assigned personnel. Tracked fitness requirements, created and maintained metrics for Air Operation Center Director on status of unit performance.
    • Assisted with operational response plans to humanitarian aid and disaster relief efforts to Haiti after 7.0 magnitude earthquake in January 2010 and Operation Deepwater Horizon disaster response to largest marine oil spill in history in April 2010.
    • Served as supervisor and mentor to junior personnel providing career and personal guidance to help them achieve their goals.

    US Air Force Non-Combatant Evacuation Program Manager

    • Managed personnel in the execution of Air Tasking Orders for air reconnaissance and air patrol operations throughout South Korea. Coordinated air operations with the Republic of Korea Air Forces ensuring situational awareness of air operations.
    • Managed Combat Plans Division 9mm weapons program. Maintained accountability of weapons and armed personnel during exercises.
    • Maintained Combat Plans Division secure website. Published secure data ensuring critical air operations information was available to United States Forces in Korea.
    • 607th Air Operations Center Non-Combatant Evacuation Program Manager. Maintained accountability of Air Operation Center family members assigned to Korea and trained them on the evacuation process in the event of contingency evacuation.
    • Served as supervisor to section personnel. Managed annual evaluations, quarterly awards and recognition programs for personnel.

    US Air Force Large Force Force Employment Simulation Section Chief

    • Supported simulation training of 200 officer students annually in the Air Force’s only 160 day rated Air Battle Manager training course.
    • Utilized $30M AWACS Modeling and Simulation system for training entry-level technicians and students on system operation.
    • Served as supervisor to 20 section personnel. Managed annual evaluations, quarterly awards and recognition program for personnel.
    • 325th Air Control Squadron Section Chief of the Year, 2007

    US Air Force Surface Freight Operations Section Chief

    • Managed 30 civilian and military personnel in the execution of surface freight operations consisting of inbound, outbound and packing and preservation sections.
    • Instructed freight traffic solutions such as routing, classifying and maintaining records.
    • Coordinated pick and delivery of government property by government and commercial conveyance.
    • Monitored obligation authorities for various units assigned to RAF Mildenhall utilized for freight operations.
    • Performed Tier-1 level computer support for 35 surface freight personnel.

    US Air Force Senior Military Customs Inspector

    • Managed 15 civilian and military personnel in the execution of 5K annual outbound household goods shipments.
    • Performed duties as Senior Military Customs Inspector. Inspected outbound shipments ensuring USDA requirements compliance for personal property importation into the United States.
    • Counseled military and civilian personnel on outbound privately owned vehicle, firearm and alcohol shipments.
    • Contracting Office Representative-Evaluated contractor performance compliance with the household goods movement contract. Produced monthly evaluation reports to the Contracting Office.
    • Performed Tier-1 level computer support for 30 household goods movement personnel.
    • Managed users and databases on the UNIX server. Produced weekly and monthly reports from the database via SQL scripts.

    US Air Force Contracting Office Representative

    • Managed 10 civilian and military personnel executing the delivery of 5K annual inbound household goods shipments.
    • Ensured shipment compliance with Military Traffic Management Command guidelines.
    • Counseled military and civilian personnel on personally procured movement entitlements and assisted with filing for reimbursement.
    • Contracting Office Representative-Inspected carrier warehouses ensuring compliance with household goods movement contract.
    • Performed Tier-1 level computer support for 30 household goods movement personnel.

    B2B Saas Payables SolutionsBudget & Resource ManagementBusiness Process OptimizationClient NegotiationsCross-Matrix PartnershipData managementInformation AnalysisNetwork InfrastructureProcess ImprovementProduct - Backlog PrioritizationProduct - Break/FixProduct - Defect ResolutionProduct - Security & VulnerabilitiesProduct EnhancementsServant LeadershipSoftware developmentTeam Building & Leadership
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