Director Of Operations at TurboTenant | Co-Founder of The Meditation Station
Fort Collins, CO
Seasoned Program Management leader with track record of driving business results through operational excellence, product innovation, and analytic insights. Recognized for aligning high performing teams to collaborate and drive strategic initiatives forward. Deep knowledge within the franchise and multi-location business space. Start-up and tech experience.
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Nov 2019 - Present
Director Of Operations
Jan 2019 - Present
The Meditation Station
Co-Founder & Community Cultivator
The Meditation Station is a solar-powered mobile meditation studio located in Fort Collins and serving all of Northern CO. We have individual meditation pods or we're able to fold the pod walls back and host groups as well. Reach out to have us come to your business and allow your employees a safe and relaxing space to reset in. They'll be sure to come back happier, more focused, and more productive!
May 2018 - Oct 2019
May 2017 - May 2018
Senior Program Manager
• Serving as the key Program Management resource for Web.com for Enterprise chosen to drive the most strategic and financially impactful initiatives for the channel and managing one additional Program Management resource on the team. • Leading a rebrand for the business division to be known as Web.com for Enterprise moving forward. The initiative includes internal / external communication plans and tactical line items across various teams’ responsibilities to update any legacy brand name mentions throughout contracts, product platforms, invoicing, marketing collateral, service processes, etc. • Partnering with Product on an initiative to systematically identify underperformance across our SEO and PPC products and proactively address underperformance. Our hypothesis is that we can improve performance of accounts at a location and network level, lower churn, and increase customer satisfaction. • Partnering with Product on an initiative to decompose one of our platform package products into monoline website, SEO and Directory products to provide more ongoing value to our customers rather than forcing a package product solution for which pieces were of no value to our customers.
Apr 2016 - May 2017
Led product portfolio expansions and filled in for critical missing functions in Sales and Marketing. • Recognized for excellent performance and awarded 1 of 12 spots for the 2016 President’s Club. • Expanded available applications as part of our Centermark platform by leading the go to market strategy for three new Products in record time – Facebook Ads, National SEO, Location Enhanced SEO, resulting in ~$450k in recurring revenue in Q1 2017. • Served as main contact and partner of 3rd party vendors to develop airtight operational infrastructure to support sales, implementation and ongoing service of mentioned Products. • Streamlined communication on ever changing business processes and product updates for the entire business division.
Jan 2014 - Mar 2016
Customer Success Operations Manager
Led Operations for our Customer Success organization of 100+ employees within the Web for Brand Networks division. • Led and implemented an initiative to move 45 Customer Success team members across multiple roles over to a call routing and email monitoring system, when previously none existed. This allowed for transparent reporting on response and resolution for 100% of client interactions via phone, voicemail, and email. This visibility resulted in bringing our client facing response times down to <2 hours and resolution times to <24 hours. • Implemented an automated and proactive customer touch point system to improve client satisfaction across the Web for Brand Networks’ business division for 10k+ individual network locations across 65+ networks. • Led implementation of our organization’s revamped NPS (Net Promoter Survey) which ultimately gave us visibility into our low NPS scores and spurred multiple initiatives to improve CSAT from -33 to +43 in roughly one calendar year. • Served as the Customer Success organizations’ SalesForce admin for all process updates, user role and profile management, etc.
Jun 2013 - Jan 2014
Built and managed a team of 6 across two offices to drive digital customer acquisition via SEM for corporate and local franchisee Yodle clients. • Managed a team responsible for $4M annual spend of ~10,000 SMB clients by algorithmically bidding on Google, Bing and other market places, and optimizing ad copy and landing pages, to drive millions of leads. • Drove repeated YOY 10-15%+ SEM performance improvement despite multiple Google algorithm change disruptions, and while reducing manual optimizations by 50%+. • Partnered with Product and Development teams to build out tools to increase operational efficiency of building SEM campaigns across large multi-location networks, reducing time of setup for an exponential number of locations down to less than 1 hour from 15 minutes per location.
Jun 2012 - Jun 2013
Global Performance Analyst
Jun 2011 - Jun 2012
Senior Performance Analyst
Jun 2010 - Jun 2011
Jun 2009 - Jun 2010
Oct 2008 - May 2009
Senior Account Executive
Co-managed daily operations of the Corporate owned, flagship store. • Created custom multi-tiered marketing approaches, including websites, logos and print collateral, to address clients’ needs for branding and client base growth • Led team and junior staff in billing efficiencies and revenue maintenance; specifically created project financial tracking system • Developed new business accounts through effective marketing, networking, sales presentations, and follow up
May 2006 - Sep 2008
House of Blues Las Vegas
Marketing and Promotions Coordinator
Marketing & Promotions Coordinator. Partnered with Head of Marketing and Promotions to drive business and revenue for concerts, restaurant, retail store, special events, and The Foundation Room, a private members-only club on the 43rd floor of Mandalay Bay. • Wrote and distributed database e-mail messaging to create market awareness of all facets of the venue • Crafted detailed marketing plans and post-event budget reports for each event • Collaborated with talent agencies, record labels, publicists, tour managers, and radio stations on night of show events Server Trainer. Led onboarding and training of all new servers at the Las Vegas House of Blues location. • Ensured all new servers held up required standards of excellence while serving their patrons
Bachelor's of Science, Biology