Maintenance Operations Manager

• Oct 2022 - Present

Vice President, Maintenance

• Jan 2019 - Apr 2022

• Led a team of 36 people who manage ongoing maintenance for 14,500 properties nationwide. Managed a vendor network of nearly 400 vendors.• Established formal process and best practices for every aspect of the maintenance coordination and vendor management segments of the business. • Led the team through multiple process changes and system enhancements. Transitioned our software platform from Zoho to Salesforce, including two major updates. Developed and deployed a vendor portal where vendors can access their jobs and payables. Moved vendor usage from a spreadsheet to an integrated lookup tool. • Built a vendor relations team from the ground up. Standardized recruiting, onboarding, and management of the vendor network, contracts, and compliance. • Implemented a customer satisfaction survey to measure the performance of maintenance coordination and vendor execution to drive the customer experience and NPS scores. The second-highest driver of online 5-star reviews.• Developed and deployed a Quality Assurance Process to ensure key steps are followed to drive urgency, communication, and client satisfaction.

Field Services Operations Manager

• Jan 2014 - Apr 2018

Directly managed relationship and performance of 150 third-party installation and repair providers that provide in-home services to Lowe’s customers, supporting $50M in sales in Minnesota and North Dakota stores. Responsible for contract compliance, capacity, service levels, complaints, rate negotiations, recruiting, onboarding and terminations. Provided support to the District Manager and store leadership around customer service, and installed sales and major appliance repair services. Successfully implemented the Project Selling Interiors Program in 14 stores in two states producing $10M in sales annually. Recruited, onboarded, trained, and deployed 24 general contractors to provide remodeling services for Lowe’s customers and interior designers.

Assistant Store Manager

• Jan 2011 - Dec 2013

Led sales floor teams to drive customer service, sales and profit. Led all areas of the store including commercial sales, in-home sales, specialty sales and seasonal areas. Responsible for leading up to 60 employees at one time.

Operations Manger

• May 2007 - Dec 2010

Responsible for all operational aspects of the store including logistics, inventory replenishment, P&L, etc. Led 3 assistant store managers responsible for all sales floor areas including merchandising, sales, and staffing.

Store Director

• Oct 2001 - Sep 2006

Successfully led a team of 7 executives and 150+ employees driving $40M in sales annually. In addition to running a store I captained two district roles. As Business College Leader, I led the training and development of new executives for the district and made recommendations to the district manager for their eventual placement. As Assessment Captain, I led a team of 14 executives to assess the operational health of all 11 stores in the district. I was also a member of the district recruiting team. This included recruiting, interviewing and assessing candidates to support leadership roles for all 11 stores.