GM Says He’ll Miss Smiling Faces After He Retires
Fort Drum General Manager James Osborne, right, shakes hands with Division Commander Maj. Gen. Walter Piatt. The commander stopped by the Exchange to thank Osborne for his service to the Soldiers.
After he retires Friday after 34 years with the Exchange, James Osborne, general manager at Fort Drum, N.Y., said he’s going to miss seeing the smiles on the faces of Soldiers and their families.
“It’s been a pleasure to work for a company that serves the military because when you see a Soldier’s face light up when he finds something he needs, that makes your day,” Osborne said. “I tell our new hires that we work for one of the most unique companies in the world—a company that serves the troops and allows you to travel around the world.”
On Oct. 15, Division Commander Maj. Gen. Walter Piatt surprised Osborne by visiting his office to thank him publicly for his service to the military, especially the Fort Drum community.
“I’ve enjoyed the Exchange and doing what I have done for the troops very much,” Osborne said. “The best thing about my job is I get to make a difference in the lives of the Soldiers, Airmen and their families each and every day.
“Then, you work with a great team of associates who become like family members. Sometimes you spend more time with them on the job than you do at home with your own family.”
From food court to manager’s office
Osborne became general manager at Fort Drum, N.Y., in 2016. Throughout his 34 years at the Exchange, he gained vast experience as a manager, from food activity manager to general manager. In 2011, he became a retail store manager for the Naval Air Station Fort Worth Joint Reserve Base and three years later went to Joint Base San Antonio as services business manager.
His first job with the Exchange was as a food service worker at Brave Rifles Snack Bar at Fort Knox, Ky., in 1984. Since then, his career has taken him to North Dakota, Germany, Okinawa and Colorado, and various assignments in the HQ Services, Food and Fuel Directorate in Dallas.
‘An incredible legacy’
Osborne won high praise from senior Exchange leaders.
“Jim has imparted an indelible legacy of selfless service driven by an unfaltering commitment to enhance the Exchange experience for the greatest customers in the world,” said Director/CEO Tom Shull. “We are grateful for all he has done to improve the Quality of Life for our Warfighters and their families.”
President and Chief Merchandising Officer Ana Middleton called Osborne “one in a million. He truly epitomizes our Family Serving Family core value. I am so happy that our paths crossed over 10 years ago and I got to know Jim. His passion for our customers and our mission is unrivaled and he will be truly missed.”
Chief Operating Officer Dave Nelson said Osborne “leads with his heart and has been a difference maker.”
“I’ve worked with him for much of the past 10 years,” Nelson said. “Nobody can question his passion for associates, customers and mission. We will definitely miss him.”
Eastern Region Senior Vice President Bob White said that Osborne will be hard to replace.
“He truly led the Fort Drum Exchange and always created unique shopping experiences for our valued customers,” White said. “He led a team of great associates, who will continue to be great and delivering those same experiences under new leadership.”
Pat Hastings, former main store manager at Fort Benning, Ga., will become the new general manager at Fort Drum.
