BRANDON BARLOW
Operations Leader | Systems Builder

Location: Scarborough, ME
Email: operator@b8b7.live | connect@bwbarlow.com
Phone: 701-301-5151
Website: https://operator.b8b7.live

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SUMMARY
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Operations leader with 17 years of experience building systems that work, teams
that thrive, and processes that scale. 10 years in director-level leadership
roles. Focus areas: Support Operations, Technical Operations, Process & Systems
Management.

Core approach: Remove barriers to information, decision-making, and autonomy.
Build systems that enable independence, not create oversight. Fix root causes,
not symptoms. Prioritize outcomes over attendance.

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KEY METRICS
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- Reduced 90-day attrition from 44% to 25% (Rise Broadband)
- Eliminated 80% of leadership escalations through systematic process improvement
- Automated 10+ hours/week of manual work through workflow optimization
- 17 years operations leadership experience
- 10 years director-level leadership

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PROFESSIONAL EXPERIENCE
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RISE BROADBAND
Director of Customer Support | 2018 - 2024
Remote

Led support operations for regional broadband provider. Built systems for team
autonomy, reduced escalations, improved retention.

Key Accomplishments:
- Reduced 90-day attrition from 44% to 25% through onboarding process redesign
- Eliminated 80% of leadership escalations by building self-service decision tools
- Implemented data-driven performance management replacing subjective evaluations
- Built cross-functional workflows between support, technical, and field teams
- Developed training systems that reduced time-to-competency

Systems & Tools: Salesforce, Zendesk, Looker, Power BI, SAP

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CONNECT WIRELESS
Director of Operations | 2014 - 2018

Led multi-site operations for wireless retail. Managed teams, processes, and
regional performance optimization.

Key Accomplishments:
- Built performance tracking systems across multiple locations
- Developed standardized operational procedures
- Managed cross-functional team coordination
- Implemented process improvements reducing operational friction

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CAPABILITIES
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SYSTEMS BUILDING
Design and implement operational frameworks that scale without proportional
management overhead. Focus on documentation, automation, and clear ownership.

TEAM DEVELOPMENT
Build environments where people can do their best work. Remove obstacles,
provide context, establish clear expectations, then get out of the way.

PROCESS IMPROVEMENT
Identify friction points, measure current state, implement changes, validate
results. Data-informed iteration, not gut-feel changes.

TECHNICAL BRIDGE
Not a sysadmin, not an engineer - an operations leader who bridges business
requirements and technical execution. Can have technical conversations without
translation layers.

DATA & ANALYTICS
Translate business questions into data queries. Build dashboards and reports
that drive decisions. Comfortable with SQL, PromQL, LogQL.

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TECHNICAL SKILLS
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Professional Tools:
Salesforce, Zendesk, HubSpot, Looker, Power BI, SAP, Excel, Slack, Teams

Technical Skills (Personal Infrastructure - 35+ services):
Docker, Grafana, Prometheus, Loki, SQL, PromQL, LogQL, Linux, Tailscale,
Borg Backup, Git

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WORK PREFERENCES
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Seeking:
- Operations leadership roles (Support Ops, Technical Ops, Process Management)
- Remote-first or hybrid arrangements
- Outcomes-oriented culture
- Building and improving systems (not just maintaining status quo)
- Open to relocation for the right opportunity

Not a fit for:
- Pure sales roles
- Commission-only positions
- Mandatory 5-day in-office
- Roles requiring >25% travel

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CONTACT
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Email: operator@b8b7.live
Alt Email: connect@bwbarlow.com
Phone: 701-301-5151
Website: https://operator.b8b7.live

Available for full-time roles. Expect a response within 24-48 hours.