1. Paul Johnson
206 Stable Road, Milford NH 03055 paul.a.johnson@fmr.com 603-702-0265 (c)
Summary of Qualifications
Experienced business leader with background focused in the areas of operations execution, customer service,
vendor management, employee development and program management. Demonstrated success in
significantly improving operational results in large-scale, distributed organizations by focusing associates on
critical drivers of success and motivating teams to achieve higher levels of accomplishment.
Core Areas of Expertise
Operations Management ♦ Customer Experience ♦ Client Interaction and Integration ♦ Organizational
Change Management ♦ Operational start-up experience ♦ Process introduction and improvement ♦ Vendor
Management ♦ Leadership of regionally dispersed teams ♦ Introduction of Products and Services ♦ Analysis
and revitalization of performance metrics ♦ Regionalization
Professional Experience
FIDELITY INVESTMENTS 1994 - Present
Vice President - Pricing and Cash Management Services (2012 – Present)
Support organization in the development of long term business strategies, translating those strategies into
executable initiatives, oversee and monitor implementation and assist in the development of communication
strategies for use with a diverse audience.
 Develop strategic partnerships that maximize the value of FPCMS Vendor relationships contributing to a
decrease in deal timeframes (from average 100+ days 45 days) and 2016 cost reduction of ~ $3.2M.
 Execute a multi-site, multi-year space plan that resulted in reduction of 350 seats (bringing business unit
vacancy from 34% to < 10%) and generating annual cost savings of ~ $2M.
 Program lead for work transitioned from India and establishing new Operations capability in Ireland.
 Collaborate with internal and external business partners to execute several projects focused on creating a
sense of community and increasing operational effectiveness including additional video conference rooms,
collaboration areas and a comprehensive space evaluation study.
Senior Program Manager – Procurement (2010 – 2012)
Operational responsibility for the Corporate Buyer and Contract Administration groups. Accountable for the
documentation, development and implementation of processes and new products.
 Successfully introduced a corporate Vendor Management Information System.
 Developed the framework for a corporate Supplier Diversity Program.
 Program lead for the group’s transition from Merrimack, New Hampshire to Westlake, TX.
Vice President - CSS Operations (2008 – 2010)
Operational responsibility for regionally dispersed customer service group focused on Case Management and
Tier Two support.
 Improved customer quality from 77% to 91% by aligning responsibilities and focusing leadership team on
behavioral coaching model.
 Increased resource utilization from 24% to 61% thru documenting and refining operational procedures.
 Established SLAs and performance tracking measures leading to a 15% improvement in case resolution
timeliness.

2. Paul Johnson (pg 2) paul.a.johnson@fmr.com 603-702-0265 (c)
Vice President - Operations Support (2006 – 2008)
Implemented large scale transformation programs in a 3,000 person contact and operations environment.
 Created centralized infrastructure focused on driving knowledge forward and increasing the capability of
customer service associates. Contributed cost savings of over $14M.
 Developed centralized infrastructure focused on introduction of client driven change events. Contributed
to an increased awareness of the impact of client driven changes and cost savings of $3.75M.
Director - Services Management, Sales & Implementation (2000 – 2006)
Planned and implemented introduction strategies for new clients, products and services across regionally
dispersed phone centers.
 Redefinition of team’s role to include multi-practice focus, additional roles and responsibilities during
implementation process, client facing work and support of PMO tools and methodologies.
 Outstanding Service Award recipient for role in establishing an international Customer Service Center
(Toronto).
Participant Services Group Team Leader (1998 – 2000)
Recruited to join leadership team responsible for establishing a new regional customer service center.
Accountable for operational execution of associates focused on customer satisfaction and efficiency.
 Developed three information management systems implemented in four regional phone centers.
 Team of the Quarter - Q1 1999.
Brokerage Manager (1996 – 1998)
Recruited to join leadership team responsible for establishing new regional customer service center.
Accountable for operational execution of associates focused on customer satisfaction and efficiency.
 Developed, implemented and maintained a management database used for employee recognition and
evaluation.
 Brokerage Team of the Quarter for Q1 1997, Q2 1997, Q1 1998 and Q2 1998.
Quality Manager (1995 - 1996)
Mutual Fund Service Manager (1994 – 1995)
SPRINT CORPORATION 1988 - 1994
Customer Service Supervisor (1991 – 1994)
Administration Supervisor (1989 – 1991)
Customer Service Representative (1988 – 1989)
UNITED STATES MARINE CORPS 1984 - 1988
Served in several key leadership positions including squad leader, supervisor of inventory and parts distribution
center for electronics repair facility and office manager for internationally deployed amphibious unit. Recipient
of several medals, awards and citations of excellence.
Education & Licensure
 Bachelor of Science, Organizational Management
 FINRA Series 6, 7, 8, 63 (inactive)