Ann Arbor, Michigan, United States
Strategy and operations executive with a proven track record of leading top performing teams. Creates value for customers and internal stakeholders by leading complex cross-functional initiatives and continuous improvement programs. Change management and culture champion with experience in private equity turnarounds, healthcare, and hospitality. Serves as a trusted partner to the C-Suite by leading strategic planning, managing operating rhythm and communications, and analyzing market trends to uncover risks and opportunities. Develops long-term strategies for growth within an ever-changing environment and reacts quickly to macro events that impact the business. Core Areas of Expertise ☑ Team Leadership & Development ☑ Strategic Planning & Execution ☑ Capital Planning ☑ Enterprise-Wide Rollouts ☑ Multi-Site Operator ☑ Change Management & Turnaround ☑ Process Improvement ☑ P&L Management ☑ Executive and Board Level Communications ☑ Customer Satisfaction & Retention
Managed corporate strategy, project management, strategic finance, and recruiting teams. Directed cross-functional initiatives, annual planning, and company-wide operating rhythms. Partnered with C-Suite to define organizational objectives and standardize processes to support growth. Analyzed data and current processes to drive continuous improvement and increased efficiency. • Oversaw vaccine rollout strategy for 12k residents and employees for newly released COVID-19 vaccine. Managed communication, education, and process for on-site clinics, resulting in 95% vaccine adoption. • Spearheaded labor strategy to decrease the reliance on 3rd party staffing. Established internal recruiting team and employee retention playbook, resulting in a 90% reduction in contract labor – an annual savings of $40M. • Directed Enlivant’s annual resident rent increase which resulted in a 9.2% monthly increase, the largest in company history – accounting for $17M in annual revenue, with no negative impact to resident occupancy. • Managed and supported enterprise-wide DEI initiatives. Worked to define Enlivant’s DEI mission, establish and rollout multi-year strategic plan, resulting in 6% improvement in the employee trust index score from 2021 to 2022. • Launched Virtual Sales Assistant on company website to help potential customers get personalized sales information – improved sales conversions and drove an additional $8M in yearly revenue. • Established the strategy and methodology for the internal competitive marketing analyses (CMA) for faster implementation and completed 100+ CMAs in 2022; adjusted pricing that resulted in $2M in incremental revenue.
Directly managed portfolio of 10 assisted living and memory care communities. Led team of 300+ employees and owned full P&L for $20M yearly budget. Oversaw sales, marketing, operations, clinical services, and facilities management teams. Ensured compliance to all company standards and regulatory requirements. Directed process for customer retention, clinical compliance, partnership development, and vendor relationship management. • Developed and implemented customer retention program resulting in 20% improvement and an additional $2M in annual revenue. • Oversaw the execution of all COVID-19 safety protocols (PPE distribution, employee and resident screenings, lockdowns, etc.) to ensure employee and resident safety and compliance with local regulations. • Achieved a 20% reduction in employee turnover by training community leaders to execute improved onboarding program, new-hire mentor program, and clinical on-call program. • Streamlined process with paid referral partners to improve digital lead conversion by 30% – an additional $1M in annual revenue.
Internal consultant for field operations and function leaders focused on improving business results and driving organizational productivity. Managed portfolio of cross-functional strategic initiatives, analyzed data, and reported on project impact. Generated monthly financial reports, Board books, and performance dashboards. • Led the project team that created best-in-class Revenue Management application. Established process for ongoing training and compliance – resulting in $30M additional annual revenue. • Created framework and standard platform for operating all Enlivant Memory Care communities to ensure quality of services and to drive more effective marketing capabilities. • Completed the end-to-end acquisition (financial modeling through closing) and integration of 68 assisted living communities, growing total owned assets by 41% and introducing Memory Care as a new product line. • Worked cross-functionally to establish new labor model for nursing, dining, maintenance, and administrative teams for 211 communities. • Identified inefficient corporate processes and installed new standards that drove $5M annual savings.
Managed team of 100 housekeeping and property maintenance team members and owned ordering and inventory management of operating supplies. Negotiated and managed vendor partnerships for supplying and maintaining guest rooms, on-property restaurants, and hotel amenities. Oversaw renovation of hotel rooms and public space to improve guest service scores and grow hotel revenues.
Managed 50 associates in the front office including front desk, phone operators, luggage, and concierge departments. Rolled out brand initiatives and helped team pass quality assurance audits. Increased Guest Service scores by 15% and improved rank on TripAdvisor by 7 levels through improved customer service processes. Introduced new operating procedures to increase room readiness scores by 30%, improved average response times to guest requests by 25%, and designed front office upsell program to increase monthly revenue by $35K.
Managed 300 housekeeping, laundry, and property maintenance associates and oversaw renovation of 600 hotel rooms.