• Advocate, communicate, and serve as the subject matter expert for the line of business in projects and system deployments that include: system retirements, creation and migration to custom software solutions, custom app developments, Kronos upgrades, and others related to modernizing and overhauling operations• Develop targeted communication plans for field operations• Implement internal operational support model to an agile tiered support structure• Review and implement improvements to field operations training approach and materials, going from instructor-led, web conferencing to web-based modules on OLP SkillSoft• Lead ongoing training for field operations managers• Lead ongoing training for internal team including team building, field coaching, and BCD elimination

o Managed the intranet content migration to an MS SharePoint platform, including site design, documentation, establishing standardization requirements to create a positive user and visitor experienceo Provided site development training and support to all business owners and content managers

• Managed a team of four operations analyst and one regional operations specialist ensuring operational excellence• Tracked key performance indicators to identify opportunities for savings• Initiated and developed savings strategies at all North American locations• Continued management and implementation of YoY fiscal improvement using the company’s best practices and operational standards of success• Managed bi-annual audit and process reviews of all field locations’ operational and payroll efficiencies• Presented operational best practices and SOPs, serving as a high-level line of communication with field locations

• Conducted financial performance analyses and prepare/present management reports and monthly forecasts for team leadership• Drafted training materials for field operations, intra-office procedural documentation, and SOP documents• Audit payroll, collective bargaining agreements, and operations for 200 locations across North America

o Created/maintained internal procedural documentation and external training materials for faculty, including user manuals, quick tips, FAQs, online learning modules, and Online Teaching and Learning web supporto Managed course catalogs, database entries, documentation repository, and general record keepingo Trained full-time faculty, adjunct faculty, staff, and administration on online learning systems, pedagogical tools, procedural explanations, course development, and instructional design