Brett Catrine
La Habra, CA 90631 | 714.292.8967 | Bcatrine@live.comVice President of Operations
Proven record of leading large-scale operations across domestic and offshore teams, streamlining service delivery, and driving multimillion-dollar savings.
Core Competencies
Operational Strategy & Execution
Budgeting & Forecasting
Multi-Site Onshore/Offshore Operations Management
SLA Compliance & Performance Optimization
Sales & Client Relationship Management
Contract Negotiation & Process Improvement
Logistics & Warehouse Management
Document Management Services
Professional Experience
VP of Operations | SPS North America | 2023 – Present
Oversee operational performance and service delivery across Santa Ana and Redlands, CA locations. Manage site financials, staffing, vendor relationships, and operational resources while participating in the sales lifecycle, driving process improvements, and resolving escalations. Ensure exceptional client satisfaction by implementing governance models, standardizing procedures, and maintaining performance against KPIs and SLAs. Supervise a team of 312 personnel while leading, coaching, and developing 6 direct reports. Responsible for $24M operational budget, including forecasting and re-forecasting.
Key Accomplishments:
Cleared a significant operational backlog within 9 months (target was 12 months).
Reorganized and staffed teams to meet 100% of SLA requirements.
Increased visibility to executives by establishing regular business reviews.
Worked directly with clients and sales counterparts to scope out solutions, develop pricing models, and deliver proposals for operational services that require customized pricing.
Actively participate in client sales presentations and final pricing discussions, ensuring alignment between sales promises and operational delivery.
Senior Director of Operations | Metasource | 2019 – 2022
Directed full operations across three U.S. sites (Salt Lake City, UT; Tempe, AZ; Anaheim, CA) with 500 employees and complete P&L accountability. Drove strategic alignment of processes, capability building, and change management initiatives to strengthen service delivery, operational excellence, and client satisfaction. Oversaw budgeting ($22M annually), forecasting, and continuous improvement initiatives to ensure efficiency, quality, and responsiveness. Deeply embedded in sales strategy, pricing, client solutioning, and revenue expansion.
Key Accomplishments:
Partnered cross-functionally with Sales to diversify portfolio from public to private sector clients (insurance, healthcare, mortgage), aligning delivery capabilities with evolving client needs and doubling monthly revenue from $400K to $800K (Anaheim location).
Improved gross margin from 8% to 22% by institutionalizing process improvements, automation, and labor optimization strategies that enhanced operational excellence.
Enhanced document accuracy from 75% to 99% by introducing scalable quality assurance practices, increasing reliability and strengthening client trust.
Championed change management initiatives to deploy ADR scanning software, driving adoption of new tools, eliminating inefficiencies, and reducing labor costs.
Implemented activity-based compensation models that reduced domestic labor costs from 50% to 35% while increasing flexibility and scalability of operations.
Built project management and business analyst capabilities to deliver complex client engagements; developed dashboards to monitor performance, quality, cost, and responsiveness.
Strengthened client service delivery by aligning operational processes with customer requirements, consistently meeting SLAs and supporting long-term retention.
Director of Operations
GRM | 2018 – 2019
Recruited to resolve all entertainment client dissatisfaction within 60 days. Managed onshore (375 staff) and offshore (India, 100 staff) scanning operations for entertainment industry clients. Multisite responsibility included, California, Dallas, New Jersey and Chicago. Total annual revenue for these locations was $36M.
Key Accomplishments:
Met all clients’ contractual operational SLAs and obligations within 40 days, providing an average of $12M to 14M in client tax savings per show season.
Success paved the way for operational expansions international business solution implementations for all contracted entertainment studios.
Delivered $1M in annual client savings through process improvements and operational realignment.
Unified systems across locations to ensure universal access and compliance with client security expectations.
Met all SLA and productivity targets during organizational transformation.
President, Data and Document Solutions
EdgeMAC | 2015 – 2018
Served as President of a startup imaging and document management firm, leading revenue growth from $3M to $28M in under three years. Oversaw all operations, business development, and client delivery efforts.
Key Accomplishments:
Scaled team from 50 to 300+ staff, establishing a competitive market presence through service excellence and proprietary software.
Drove reputation-based growth via word-of-mouth from satisfied clients.
Vice President, Commercial Solutions
Xerox / Affiliated Computer Services | 2003 – 2015
Led a $100M division operating in 15 countries with 4K personnel. Oversaw cross-functional teams spanning sales, finance, operations, and client service. Developed disaster recovery and business continuity plans. Negotiated long-term client contracts and renewals. Directed 45 personnel and built over 40 locations globally.
Key Accomplishments:
Reduced offshore labor from 38% to 27% using activity-based compensation.
Delivered $6M+ in annual client savings.
Achieved 7 consecutive years of 20/20 divisional growth.
VP of the Year in 2007 and 2014. Earned President’s Club every year (2003 to 2015).
Community Involvement
Volunteer | Orange County Pancreatic Cancer Affiliate (Since 2013); Attend and support 3+ events per year.
Education & Certifications
Associate Degree in Business | Mt. San Antonio College
Lean Six Sigma White Belt
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