Mark Landers
Summary
Operations and service delivery professional with extensive experience managing retail, call center, and multi-site service operations. Proven background in operations management, team leadership, process improvement, and compliance oversight within high-volume environments. Skilled in workforce planning, performance management, standard operating procedure development, and cross-functional collaboration. Adept at aligning operational execution with organizational strategy to support service quality, efficiency, and business continuity.
Overview
33
33
years of professional experience
Work History
Store Manager
Walgreens
Tewksbury
12.2024 - Current
- Direct daily store operations including staffing, merchandising, inventory control, and customer service execution.
- Lead, coach, and develop team members to ensure compliance with company standards and consistent service delivery.
- Partner with regional leadership to align store performance with corporate objectives and operational priorities.
Store Manager Unassigned
Walgreens
Lowell
11.2023 - 12.2024
- Provided operational leadership across multiple store locations to ensure continuity of operations and service standards.
- Oversaw staffing, merchandising, inventory management, and customer experience during transitional assignments.
- Ensured adherence to company policies, safety standards, and performance expectations across assigned locations.
Service Delivery Manager
Aspire Lifestyles
Chelmsford
04.2016 - 07.2023
- Managed service delivery operations with responsibility for workflow execution, staffing, and process compliance.
- Developed and documented standard operating procedures to support consistency and scalability across teams.
- Collaborated with HR and leadership to recruit, onboard, and develop service staff for high-volume environments.
Platinum Leader
Call Center
11.2015 - 04.2016
- Led call center operations with a focus on service quality, policy adherence, and operational alignment.
- Coached and mentored team members to support professional development and consistent performance.
- Reviewed operational metrics to support staffing decisions and service level management.
Personal Lines Manager
JED Insurance Agency
Foxboro
03.2015 - 09.2015
- Managed daily personal lines insurance operations with responsibility for compliance and risk oversight.
- Supervised policy processing, renewals, and customer service workflows.
- Supported sales and service teams to ensure accurate coverage placement and client satisfaction.
Chief Administrative Officer
Eastern States Insurance Agency
Waltham
07.2013 - 09.2014
- Oversaw administrative operations including staffing, workflow coordination, and policy compliance.
- Supported executive leadership with operational planning and internal process oversight.
- Ensured alignment between administrative functions and client service objectives.
Client Manager - Private Client Services HNW
Willis Personal Lines
Billerica/Boston
08.2012 - 07.2013
- Managed high-net-worth client relationships with responsibility for policy servicing and renewals.
- Coordinated with carriers and internal teams to ensure accurate coverage and documentation.
- Provided consultative support to clients on insurance needs and service inquiries.
Assistant Vice President, Head of Office, Call Center Operation
MARSH & MCLENNAN COMPANIES
Burlington
01.1993 - 10.2011
- Directed call center operations including staffing, training, performance management, and compliance oversight.
- Established operational standards to support service consistency and regulatory adherence.
- Partnered with senior leadership to align call center strategy with organizational objectives.
Education
Bachelor of Science - Management
FITCHBURG STATE University
Fitchburg, MASkills
- Operational Leadership
- Strategic Planning
- Team Development
- Process Improvement
- Performance Management
- Stakeholder Collaboration
- Compliance Oversight
- Workforce Planning
- Service Delivery Management
- Change Management
PROFESSIONAL MEMBERSHIPS
- President and Board Member, H.E. Fletcher Club
- Board Member and Coach, Chelmsford Youth Sports Organizations
- Former Program Director, Burlington Pride Special Olympics
- Former Vice President and Board Member, Chelmsford Youth Baseball
- Coach, Youth Hockey, Flag Football, and Baseball Programs
ACCOMPLISHMENTS
- Improved call center service performance through staffing optimization and cross-functional workflow alignment.
- Led onboarding and development of new managers to support leadership continuity and operational stability.
- Drove operational initiatives that strengthened customer experience, employee engagement, and service consistency.
- Supported revenue growth initiatives through KPI execution, client performance alignment, and operational oversight.
- Implemented training, process, and compliance improvements that reduced operational issues and service disruptions.
- Led facility, technology, and efficiency initiatives to support cost control and workplace optimization.
Timeline
Store Manager
Walgreens
12.2024 - Current
Store Manager Unassigned
Walgreens
11.2023 - 12.2024
Service Delivery Manager
Aspire Lifestyles
04.2016 - 07.2023
Platinum Leader
Call Center
11.2015 - 04.2016
Personal Lines Manager
JED Insurance Agency
03.2015 - 09.2015
Chief Administrative Officer
Eastern States Insurance Agency
07.2013 - 09.2014
Client Manager - Private Client Services HNW
Willis Personal Lines
08.2012 - 07.2013
Assistant Vice President, Head of Office, Call Center Operation
MARSH & MCLENNAN COMPANIES
01.1993 - 10.2011
Bachelor of Science - Management
FITCHBURG STATE University