• Oversee a team of 15 including developing and implementing internal processes for the startup as well as developing data-driven goals and strategies utilizing CSAT to ensure customer-centered outcomes while reporting to the CEO• Manage multiple daily escalated customer issues utilizing strategic de-escalation techniques with empathy, patience, and understanding to drive positive customer outcomes• Collaborate with cross-functional teams utilizing NPS data to support data-driven product adjustments, marketing decisions, production timelines, and website adjustments• Develop a collaborative culture while developing KPIs and hiring over 50% of the team, managing training, and promoting two employees to management• Coordinated the transition from Zendesk to Gladly to manage customer communications to ensure a smooth rollout through a comprehensive training process• Identified high ticket queue after Gladly implementation, troubleshot root causes, and developed new strategies and goals to resolve the issue

• Managed 10 Chicago locations with a team of 10 managers and 20 operations associates while driving office space sales, reducing churn, and retaining members• Conducted monthly hospitality audits at each location, collaborated with managers to resolve lower ratings, and facilitated one-on-one meetings to develop top talent• Collaborated with the marketing team and regional partners to improve brand exposure, streamline marketing campaigns, develop member highlights, drive engagement, and increase new business• Facilitate training for new team members with mock tours and strategic communication strategies to increase new business• Launched a new location while exceeding the 15% percent occupancy rate for the new location by 5% and coordinated an expansion while exceeding the 11% occupancy rate for the expansion by 4%• Developed job descriptions and role responsibilities for a new regional hospitability role in partnership with stakeholders from HQ to streamline the hospitality experience across all locations in alignment with internal brand standards

• Position of progressive responsibility from studio manager to district manager within 6 months while managing HR for locations in Chicago, Texas, and Arizona with a team of 75 employees including developing the class schedule for 6 locations in collaboration with lead instructors• Collaborated with marketing and facilities to maintain customer experience standards across 6 locations while supporting additional functions as necessary during startup growth• Outperformed yearly performance goals for two consecutive years and achieved plan while driving double-digit increases in sales• Launched a new hospitality program designed in collaboration with internal stakeholders

• Supervised a team of 15 while managing scheduling, coordinating inventory, facilitating staff meetings, and providing training to maintain a customer-driven retail operation• Developed data-driven sales strategies utilizing weekly sales reports in collaboration with the district manager, visual managers, and home office stakeholders