Career focus / 01
A lot of my operations work has started with a clear goal and a much less clear way of getting there. I tend to get into the middle of the process, figure out where the handoffs or tools are breaking down, and build the procedure around what actually has to happen.
SOP development & rollout
Helped turn a holiday same-day delivery pilot into a process stores and drivers could actually run, including the SOP, routing workarounds, and field feedback to the application team.
Key procedures were adopted regionally. Across the broader operation, on-time performance moved from roughly 80% to the mid-90s year over year.
Explore projectCross-functional process design
Built a case workflow around a process where HR, managers, and Workforce Management could all have different pieces of the truth.
Tested, approved, and live. Seasonal-volume testing will happen when seasonal volume returns.
Explore projectWorkflow improvement & adoption
Rebuilt parts of the workflow after recruiters worked around my first version, keeping the shared data and reporting while making communication more flexible.
I later moved into an Operations Manager role in Home Services, supporting operations across the Southeast district and working with the Home Services team at a corporate level.
I managed work across operations, sales, finance, HR, safety, and compliance. Process improvements contributed to an approximately 20% year-over-year reduction in operating expenses.