Partnering directly with the CEO and CIO to develop, maintain, and continuously improve a dashboard of key metric information for management of the various operational channels and campuses.• Responsible for identifying and developing best practices, and implementing them throughout all operating channels to increase student, faculty, and staff satisfaction, as well as overall channel and organizational performance.• Regularly complete internal operational audits of all channels to identify root causes and solutions for bad debt, improve student – teacher ratio and class sizes, ensure curriculum compliance, streamline efficient scheduling practices, evaluate student retention, and research all metrics and triggers surrounding labor expenses.

Led the Merchandising Team, consisting of two corporate Directors of Merchandising and more than 30 field-based retail managers and supervisors, to oversee the operation, sales, and administration of 27 retail outlets in nine Medieval Times locations.• Responsible for setting and reaching sales goals, product innovation, technology implementation, and talent development for the gift shop, bar, and photo retail business in all nine locations in the United States and Canada.• Implemented inventory management and loss prevention processes resulting in reducing inventory shrink to 1.5 %, well below the industry.• Effectively defined, developed, and implemented targeted action plans resulting in maximized operational productivity, efficiency, and profitability.• Proactively recruited and mentored internal talent resulting in top-performing leadership teams, record sales, and bench strength.• Through the parallel design and implementation of best in class training models and a service-focused “secret shopper” program, we increased team member engagement, guest satisfaction scores, and positive entertainment experience surveys while significantly reducing team member turnover in the retail departments.

General Manager of 15 managers and supervisors and 200+ team members in an 85,000 square foot entertainment venue with over $12 million in annual show ticket and retail sales. This $17 million venue also includes a stable of horses, an expansive kitchen, and a massive arena that seats nearly 1000 guests requiring laser-focused maintenance and upkeep.• In addition to General Manager responsibilities of the entertainment venue, I also supervised two company operations located within the facility: Medieval Times National Call Center and Medieval Collections, an import/export warehouse of resalable goods.• Partnered with the Marketing Team and used innovative marketing strategies to generate $12 million in annual sales while building the Medieval Times brand in Atlanta, a new market for the company. • Maintained sales and profitability during the economic downturn of 2009 – 2011; setting the scene for record same store sales and profitability in 2012.