Franchise & Operations Management professional with experience solving diverse challenges in competitive environments. A proven leader whose high-performance orientation, developmental excellence and adaptability ignites multi-functional teams in achieving extraordinary expectations. Leads with expertise in Operations Management, Business Development, Events Management and Training & Development of high performance individuals and teams. Expertise spans startup, turnaround challenges and rapid growth situations. Executive leader who successfully hires, directs and motivates individuals and cross-functional teams to produce optimum, bottom-line results.
Highly Adaptable Skills & Performance Operations & Process Regulation Strategic Planning
Staff Training & Development Best Practices/Process Improvement Event Management
Vendor Sourcing/Negotiations Talent Management/Team Building Problem Solving
Cost Controls/Budgets Technology Savvy
01/2012 to 01/2017
VICE PRESIDENT OF OPERATIONSORANGETHEORY FITNESS － FT. LAUDERDALE, FL
Provide professional leadership and strategic management to ensure the company has the proper operational controls, administrative procedures and people systems in place to grow and maintain the organization and to ensure operating efficiency.
Drive day-to-day leadership and domestic/international operational management for a team of 120+ employees in one of the fastest-growing fitness franchise organizations in the industry.
As a Founding Team Member, grew the organization from 8 employees & 17 franchise locations to over 120 employees and 600+ open locations globally (plus 500+ additional licenses sold and currently in active development) in just under 5 years.
Initially established and continually maintain oversight of a comprehensive array of corporate operations and initiatives, providing direct management to multiple departments including Franchising Operations, Retail, Design & Construction, Equipment, Events Management, Communications and International Operations.
Enhance operating procedures and streamline workflow, from initial franchisee onboarding (administration & legal) to real estate, design/construction, build-out, fitness equipment, presales, training & development, and opening support.
Additionally, provide ongoing franchisee operational support, ongoing learning & development, compliance management and business performance reviews to support the rapid organizational growth of the Franchisor and Franchisee-operated retail store-front fitness studios.
Organize annual convention event with a $2.5M budget and 1,500+ attendees, including venue selection, negotiating contractual relationships and securing vendor subsidized funding of 15-20%.
Oversee all aspects of event management, including content and curriculum management, facilitating keynote and industry speakers, and delivering world-class fitness competitions and event entertainment.
Establish early Franchisor growth strategies and tactical plans for corporate operational structure and human capital development, including hiring, training, performance evaluations, succession planning and overall talent management.
Advanced business development initiatives, administration, strategic planning, forecasting, P&L accountability, franchisee customer service/satisfaction, and quality initiatives.
Consistently receive outstanding reviews from executive leadership regarding franchise operations and fiscal performance.
01/2007 to 01/2012
DIRECTOR OF OPERATIONSCRUISE PLANNERS - AMERICAN EXPRESS － CORAL SPRINGS, FL
Managed core business and operational functions for the largest national home-based cruise travel agent franchise corporation in the country.
Provided operational leadership and management for the organization.
Accountable for strategic planning, franchise operational implementation, execution of company programs.
Coached, mentored and trained a culturally diverse staff, including performance reviews and succession planning.
Support Franchising Operations to create seamless integration of new franchisees into the organization.
Oversee internal Franchise processing to ensure maximum efficiencies and successful implementation of new franchisee operations through collaborative efforts with the Training & Business Development, Marketing and Sales Service Departments.
Human Resources, SOPs and Bi-Laws, Staff Direction and Management for office of 50 employees.
HR responsibilities include recruiting, hiring and training employees, as well as maintaining Company Handbook and regularly updating and implementing new policies.
Ensure compliance through team communication and leadership by example.
Supervise Business Development & Training team whose primary responsibility includes orientation, integration and business growth strategy implementation for new franchisees.
Organize annual convention event with a $500K budget, including negotiating contractual relationships with vendors and securing vendor subsidized funding of 20-40%.
Oversee event coordination with hotels, clients, 500+ attendees, and presenters while supervising all peripheral scheduling & event execution tasks.
Develop, establish, and execute operating procedures to support overall company policies and objectives.
Initiate efficiencies and improvements for under-performing areas, including franchise processing, agent support, communications, and team output.
Work closely with department leaders to inspire cross-functional productivity.
Create budget estimations and control departmental operating expenses.
Supervised the Marketing Department during the transition between Directors, overseeing Advertising, Graphics Design, Direct Mail Programs, Social Media, Budget Analysis and daily promotional support.
01/2005 to 01/2007
REAL ESTATE SALES ASSOCIATEERA REALTY － CORAL SPRINGS, FL
01/2003 to 01/2005
MANAGER OF ONBOARD PRODUCTMARITIME TELECOMMUNICATIONS NETWORK － MIRAMAR, FL
Responsible for Recruiting, Training, and Management of 30+ employees working onboard cruise ships as Internet Café Managers.
This multi-faceted role integrated daily responsibilities in the Sales, Marketing and Training Departments for the largest Telecommunications Corporation in the Maritime Industry.
Primary Trainer for computer, customer service, sales and marketing operations for shipboard Internet Service Operations.
Produced and maintained Company Training & Procedural Manuals, as well as department revenue and marketing reports.
Implemented ongoing training programs to include computer knowledge: customized billing programs, basic network configuration/layout, computer hardware and program trouble-shooting, and Internet operations.
Coached, mentored and motivated onboard Internet Café Managers to maximize revenues while maintaining a high level of customer service.
Maintained and regularly exceeded departmental sales goals and targets.
Worked closely with the department Director on new client accounts, including customization of marketing and sales collateral, implementing and installing new services, and daily management of new and existing accounts.
01/1999 to 01/2003
INTERNET MANAGERDIGITAL SEAS/MARITIME TELECOMMUNICATIONS NETWORK － MIRAMAR, FL
Managed the administrative, sales, and managerial duties of running the Internet Cafe services onboard cruise ships.
This shipboard vendor position entailed working onboard multiple cruise lines during 6-month contracts.
Onboard Manager responsible for day-to-day operations of the Internet Café.
Primarily customer service, daily requisition of revenue, sales and services promotions, onboard advertising, and direct communication with heads of department and the corporate office.
Involved in all aspects of the Café operations, as well as problem-solving and technical trouble-shooting.
BACHELOR'S DEGREE OF ARTS: Business Operations Management / Pre-LawMichigan State UniversityBusiness Operations Management / Pre-Law