The Director of Operations at Changing Hands Bookstore is an integral part of the executive management team with responsibilities that support the full functions of the enterprise; finance/accounting, human resource activities (payroll, administrative, and compliance), professional development, information technology, facilities management, and legal matters including leases.The Director of Operations, who reports directly to the CEO, plays a pivotal role in helping to shape the company’s vision and strategy, thereby helping to set the company’s priorities and direction. With that mission, this role requires the following attributes:- Trustworthiness and a steadfast dedication to the mission of Changing Hands Bookstore and First Draft Book Bar- Capability to organize and prioritize competing daily and long term demands- Proactive, hands-on strategic thinker with sharp analytical, organizational, and problem solving abilities that facilitate strategic data-driven solutions- Robust interpersonal and communication skills with experience in effectively conveying key data- Resilience, adaptability, and a positive demeanor that motivates others

Supported the vision of Senior Leadership, established guidelines as well as timelines, streamlined roadmaps, identified strengths and weaknesses of operations, developed solutions, and created strategies to optimize the performance of the enterprise by guiding an integrated retail strategy. Operating through a focus on performance, people, and business need, this position required a passion for operational excellence, a drive for results, and the ability to lead a 5 location retail team effectively and efficiently through unforeseen complexity by leveraging the following responsibilities:Operational Excellence - strategic planning, business optimization, operational logistics, policies/procedures, and risk management (including contract review and negotiation)Retail Excellence – action planning, store standards, customer engagement, and inventory management (including vendor management, procurement, forecasting, and asset accounting)Employee Excellence – scheduling, hiring, training, company standards, and employee engagementLeadership – company champion and leader of a culture of teamwork, professionalism, accountability, and communication

- Oversaw new site selection, construction coordination, and openings of physical therapy clinics across 12 states- Led new location opportunities in over 10 markets worth $20mm in annual revenue through analysis of location potential, negotiated contracts/leases with real estate partners, management of transaction documents, and ensured lease obligations were met - Closely monitored projects while implementing communication and project tracking standards to improve efficiency and ensure vendor compliance, delivery, and execution to meet expectations and needs of each location- Investigated profitability of retail operations to reveal operational losses in specialty store and clinic locations leading to relationship with a national retailer without needing dedicated staff or space, phased retail sales out of clinics, closed store operations, and coordinated disposition of product among multiple locations through the use of reverse supply chain methods

- Managed project to relocate Tempe retail store by developing a comprehensive plan to prepare new location, transition supply chain, coordinate new store grand opening event, and collaborate with cross-divisional partners - Spearheaded sales growth from $8M to $14M (75% increase) by leading company in sales per square foot, averaged over 25% membership conversion rates, increased employee development/engagement, optimized operations, improved customer satisfaction, and earned district’s store of the year award on multiple occasions- Led all business operations including sales metrics, payroll, facilities, and functional budgeting by planning all goals on a monthly, quarterly, and annual basis, managed expenses, and ensured budget adherence while achieving 35% annual store profit- Oversaw HR functions including hiring, training, and leadership of 65 staff while delivering an average 90% approval rating on annual employee survey with high marks on staff engagement, career development, and ability to deliver a productive yet fun work environment.- Reduced total inventory loss by 75% and contributed to growth in profits while consistently being ranked in the top 3 of store locations company-wide. Led improvements in inventory management by securing supply chain practices (“dock to floor to out the door”), building partnerships with Loss Prevention, updated staff training, enhanced security measures, and implemented expense control processes- Solidified outdoor and outreach programs; established relationships at multiple stores to implement new shared calendar, in-store programs, event execution and store-specific offerings to customers which helped establish Phoenix as a leader for customer engagement and special events

- Solidified concept of Retail Operations as a development ground for future retail leaders by establishing a working definition of the Retail Operations Supervisor role with a team structure that included a succession plan- Led Retail Operations’ first attempt to move a major strategic project (store scheduling application) to a supported program and reorganized administrative resources to establish functions of store support, new store training, configuration/documentation, and process improvements- Partnered with Marketing, Merchandising, and Supply Chain teams to support event coordination, product logistics, pricing oversight, and store communication while implementing Sharepoint sites, developed procedures, price change scheduling, and event overview publishing- Acted as a functional liaison between various divisions at headquarters and retail for projects including Retail Dashboard, Price Verification Scanners, migration of business reports to Crystal Reports, inventory reporting, shipping/receiving training, and gift box program

Promoted through retail leadership positions in 2 locations and progressed to position at REI Headquarters and Store Manager

- Contributed to company’s growth from $5.7 million in sales and profit of 1.5% to $7.4 million and 6% profit in through strong financial management- Directed company’s accounting operations on all levels while establishing accounting policies and procedures. Prepared financial reports including budget forecasts and income statements to analyze financial trends and scenarios as they related to impacts on business decisions- Researched, evaluated, and implemented all areas of insurance (general liability, worker’s compensation, and automobile) and employee benefits (medical, retirement, and supplementary)- Supervised a staff of four field technicians charged with the completion of job installations as well as managing material purchases for warehouse stock and the maintenance of a twenty-vehicle fleet- Entered blueprint data into drafting software program to develop quotes, bids, and residential HVAC system designs for new construction projects ranging from single homes to complete subdivisions and communities