Make decisions and drive work that impacts millions of Starbucks® customer routines and interactions with the company, via the integration of digital and physical channels. Integrate solutions from cross-functional teams into cohesive operational routines.Primary focus areas include:• Reducing points of friction in the partner (employee) and customer experience across the mobile and café order and payment channels• Taking a systems approach to problem-solving to ensure all components work together and support ideal environments – being the broad aggregator of solutions• Acting as a subject matter expert for broad-based operational execution of partner and customer solutions within the Starbucks® store environment• Leveraging project management frameworks to develop and refine solutions, gain leadership alignment, and measure impact on the partner and customer experience

As part of Global Growth & Development, I led work on purpose-defined store formats and operationalized innovative retail experiences. During this work, I led the launch of the new Starbucks® Pick Up format, which required coordination of activities amongst support teams from Store Operations, Marketing, Technology, Construction, and Supply Chain, among others.Primary focus areas included:• Pulling together cross-functional partners into sprint teams designed to achieve objectives related to marketing, technology, operations, and digital experiences, among others• Building working models of the new store format for testing in the Starbucks Tryer Center• Using operational knowledge and insights from testing to design customer journeys based that meet customer needs for convenience while delivering the Starbucks pillar of Connection• Conducting post-launch analysis of business results to inform pipeline conversations about future store site selections

In this position, I led a team responsible for designing and implementing store opening plans for five new U.S. and international Starbucks Reserve Roasteries, one Starbucks Reserve Store and three Princi Bakeries. Working for the Siren Retail group within Starbucks required a start-up mentality and constantly applying innovative thinking to complex problems. I utilized strong knowledge of retail operations within complex environments to:• Create and execute strategic plans for on-site store setup, partner training, post-launch observation/coaching and process-improvement• Work with cross-functional teams and senior operations leaders to create work breakdowns and program management plans that clarify deliverables and responsibilities• Lead a high-performing team, including: recruiting and hiring full-time and temporary team members, travel and sustainment planning and budgeting for domestic and foreign markets, organization/distribution of work and leadership support to teams in market• Conduct operational assessment and root cause analysis to identify process improvement opportunities within Siren Retail locations• Consult on future programs designed to enhance the profitability of Siren Retail locations

• Responsible for the training and welfare of a 40-Soldier infantry platoon• Successfully helped Soldiers through re-deployment challenges, to include finding employment and housing as well as navigating family issues• Deployed twice in support of Operation Iraqi Freedom (Nov. 2003 – Apr. 2005 and Aug. 2008 – Jun. 2009)• Awarded Combat Infantryman’s Badge, Bronze Star, Army Commendation Medal, Army Achievement Medal, and Global War on Terrorism Expeditionary Medal

Responsible for developing a customer experience measurement strategy for T-Mobile retail stores, to include working with outside vendors and cross-functional teams to define the ideal in-store customer experience.• Assessed the current-state retail customer experience and developed measurement programs that align with the overall goals and vision of the company• Sourced third-party vendors, negotiated details of contracts and deliverables, and defined the scope of vendor engagement• Led the transition from a proprietary customer experience scoring system to a program based on Net Promoter Score® to better align with industry standards• Analyzed customer experience measurement data to make recommendations to senior leaders on improving the retail experience to position T-Mobile as a differentiator in the wireless industry• Used customer experience results to inform changes to store operations, retail training and retail hiring programs