BEAR GOODELL
Product, Ops, CX Leader
Los Angeles, US.About
Dynamic Sales, Product, and Operations leader with over 15 years of experience across e-commerce, physical goods, and hospitality, known for building scalable systems and customer-first programs that drive measurable growth. Expert in product lifecycle management, GTM strategy, and cross-functional leadership, consistently delivering significant revenue increases and efficiency gains. Adept at transforming strategic vision into actionable execution, leading high-performing teams, and optimizing operations to achieve critical business outcomes.
Work
Los Angeles, CA, US
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Summary
Directed comprehensive P&L oversight and strategic operations across e-commerce, roasting, and wholesale, optimizing cost structures and driving significant growth.
Highlights
Led full e-commerce and subscription replatform (Shopify, Recharge, Klaviyo), achieving +27% YoY revenue growth, a 75% reduction in churn, and a 50% decrease in Customer Acquisition Cost (CAC).
Directed strategic oversight of a $1.6M P&L across e-commerce, roasting, and wholesale, identifying margin opportunities and aligning cost structures to growth goals.
Built internal systems infrastructure and launched 25+ Standard Operating Procedures (SOPs) across product, fulfillment, CX, and sales, enhancing consistency, reducing onboarding time, and supporting scale.
Developed Go-to-Market (GTM) playbooks for physical product launches across multiple channels, reducing time-to-launch by 50% through templated workflows and clear role clarity.
Created and implemented production cadences and reporting systems, increasing readiness, reducing stockouts, and improving fulfillment accuracy across 100+ SKUs.
Designed and implemented inventory management systems across roasting, packaging, and distribution, improving forecasting accuracy and reducing waste.
Los Angeles, CA, US
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Summary
Spearheaded strategic business development initiatives, launching new revenue verticals and cultivating key partnerships to expand market reach and drive significant revenue growth.
Highlights
Launched and scaled three new revenue verticals (office coffee, retail loyalty, CPG), owning comprehensive Go-to-Market (GTM) strategy, pricing, training, fulfillment, and customer experience.
Developed and executed a robust wholesale growth strategy, generating $1.2M in new revenue and achieving 43% Year-over-Year (YoY) growth.
Designed and implemented onboarding, training, and success playbooks that reduced churn by 10% and increased premium product sales by 25%.
Built the grocery channel from inception, successfully managing distributor relationships and securing product placement across major regional co-ops including WFM SoPac, Gelson's, and Lassens.
Managed strategic accounts and partnerships, including Google and other key players, from RFP submission through launch and ongoing lifecycle support.
Owned quarterly and annual sales planning across wholesale and e-commerce, leading forecasting and performance reviews in partnership with finance.
Los Angeles, CA, US
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Summary
Managed a significant regional P&L and B2B accounts, leading sales and support teams to drive substantial revenue growth and enhance customer retention.
Highlights
Managed a $3.5M regional P&L and 500+ B2B accounts across hospitality, foodservice, office, and institutional channels.
Created and executed a regional growth roadmap, leveraging market analysis and channel strategy to drive 12% Year-over-Year (YoY) revenue growth.
Designed and launched onboarding and retention programs that improved Customer Lifetime Value (LTV) and reduced churn by 6% YoY across SMB and mid-market segments.
Led customer health scoring and re-engagement initiatives, increasing premium product sales by 40% and reducing escalations by 20%.
Built and led regional sales, onboarding, and support teams, implementing comprehensive training programs, coaching plans, and performance benchmarks.
Cultivated key distributor relationships with Compass, Guckenheimer, Aramark, and Sodexo to strategically expand business and industry (B&I) footprint.
San Francisco, CA, US
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Summary
Successfully built and scaled a satellite market from inception, managing over 100 B2B accounts and driving significant wholesale revenue growth.
Highlights
Built a satellite market from inception, growing regional wholesale business to over $750K in annual revenue.
Managed 100+ B2B accounts across retail, institutional, and foodservice channels, overseeing sales, onboarding, fulfillment, and customer experience.
Launched territory-specific onboarding flows and training collateral, improving partner confidence and reducing time-to-first-order by 25% within the first year.
Developed Standard Operating Procedures (SOPs) for the entire sales cycle, customer success, inventory management, and service workflows, scaling documentation regionally.
Built customer health scorecards to track usage patterns, onboarding milestones, and service gaps, enabling proactive outreach to significantly reduce churn.
Developed onboarding and enablement playbooks for a low-support environment, including self-service troubleshooting guides, leave-behinds, and training materials.
Oakland, CA, US
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Summary
Led product discovery for a new subscription concept, collaborating cross-functionally to validate demand and inform feature prioritization.
Highlights
Led product discovery for “Blue Bottle At Work,” an office coffee subscription concept, collaborating across departments to validate customer demand, operational feasibility, and business viability.
Co-ran backlog grooming and sprint planning with engineering teams, supporting product delivery by refining user stories and tracking sprint progress.
Analyzed user behavior, product usage, and revenue data to inform feature prioritization and identify potential product-market fit risks.
Developed comprehensive onboarding documentation and support workflows in collaboration with Customer Experience (CX) and training teams.
Delivered product performance reports to executive stakeholders across product, marketing, and operations to guide roadmap decisions.
Multiple Cities, Southwest US, US
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Summary
Launched wholesale operations across multiple states, building regional Go-to-Market strategies and managing customer relationships to achieve substantial revenue and high retention.
Highlights
Launched wholesale operations across Southern California, Arizona, and Texas, generating over $700K in new annual revenue.
Led onboarding, training, and retention programs for 75+ wholesale customers during Blue Bottle's acquisition of Handsome Coffee Roasters, achieving an impressive 92% retention rate.
Built and managed the regional Go-to-Market (GTM) strategy, including distributor relationships and strategic account support systems across diverse channels.
Developed and implemented regional playbooks for sales, fulfillment, and customer success, facilitating expansion into emerging markets.
Managed regional inside sales, customer support, and training teams, ensuring high customer satisfaction and long-term retention through consultative engagement.
Partnered with operations and product teams to improve fulfillment and support workflows during periods of rapid customer growth.
Skills
Product Operations
Product Lifecycle Planning, Cross-functional Execution, Agile Backlog Management, Sprint Planning, Roadmap Scoping, Delivery Coordination, Internal Tooling, Systems Optimization, Operational Workflows (Fulfillment, CRM, Inventory), GTM Alignment, Cross-functional Product Development, KPI Definition, Reporting Frameworks.
Customer Enablement & Success
Scalable Onboarding Design (B2B, DTC), Customer Segmentation, Journey Mapping, Enablement Content Strategy, SOP Development, Customer Health Scoring, Engagement Monitoring, Lifecycle Retention, Customer Satisfaction Strategy, Training Programs, Success Playbook Creation, Cross-functional Feedback Loops, High-touch Onboarding, Support Orchestration.
Project & Program Management
End-to-end Project Execution, Agile Delivery, Iterative Planning, Stakeholder Communication, Alignment, Risk Identification, Change Management, Timeline Scoping, Milestone Tracking, Internal Process Rollout, Documentation, KPI-driven Program Evaluation, Resource Planning, Prioritization.
Go-to-Market Strategy
Omnichannel GTM Planning, Product Launch Strategy (Ecommerce, Wholesale, Grocery), MVP Scoping, Cross-functional Rollout, GTM Playbook Development, Sales Collateral, Training & Launch Support, Post-launch Measurement & Iteration, Customer Research, Validation Workflows, Pricing Strategy, Merchandising Alignment.
Cross-Functional Leadership
Cross-departmental Alignment (Product, Operations, CX, Marketing), Stakeholder Communication & Collaboration, Business Needs Scoping, OKR Development & Tracking, Executive Reporting, Planning Partnership, Change Management, Hiring, Coaching, Team Development, Conflict Navigation, Decision Facilitation.
Sales & Business Development
Strategic Sales, Market Development, Key Account Management, Expansion, New Channel Development, Partner Onboarding, B2B Sales Strategy, Distributor Sales Strategy, Revenue Forecasting, Sales Planning, Relationship Management (Enterprise, Mid-market), Co-manufacturing, Private Label Program Development, RFP Process Leadership, Partnership Strategy.
Process Improvement & Enablement
Workflow Design, Standard Operating Procedure (SOP) Development, Process Audits, Continuous Improvement Initiatives, Internal Enablement Hub, Knowledge Base Creation, Cross-departmental Systems Design, Optimization, Manual Task Reduction, Efficiency Improvements, Launch Playbook Creation, Internal Tooling Development, Role Clarity, Accountability Mapping.
Data Analysis & Reporting
KPI Development, Performance Dashboard Design, Subscription Analytics, Retention Analytics, Churn Analytics, Revenue Forecasting, Sales Performance Tracking, Product Usage Analysis, Customer Behavior Analysis, Post-launch Reporting, Insight Synthesis, Channel Performance Analysis, Qualitative Research, Quantitative Research, Executive Reporting, Board Prep Support.
Ecommerce & Subscription Operations
Shopify, Recharge, Klaviyo Platform Management, Subscription Onboarding, Lifecycle Optimization, Site Performance Analysis, Conversion Strategy, Customer Support Operations, Automation, Fulfillment Process Design, Vendor Coordination, Inventory Tracking, Product Setup, Merchandising, Data Hygiene, Cross-channel Revenue Operations, Forecasting.
Training, Onboarding & Documentation
Onboarding Program Design (Customers, Internal Teams), Self-service Guides, Help Center Content, Toolkits, Training Curriculum Development, Enablement Sessions, SOPs, Segment-based Onboarding Flows, Training Plans, Feedback Loop Integration, New Hire Onboarding, Cross-training, Resource Development.