Christopher Gordon
Washington,DC
Summary
Business Operations Executive offering 15 year history of leading strategic and tactical business initiatives. Proven expertise in large-scale business transformation and change management to consistently exceed company objectives. Strategic leader dedicated to creating innovative management and sales techniques, policies and procedures, systems integration strategies, and continuous improvement plans to enhance business practices, increase productivity, and boost profit performance. Offering effective communication, team building and coaching skills with commitment to fostering company vision and building professional culture rooted in trust and mutual respect.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Director of Office Operations
McDermott Will & Emery
Washington, DC
02.2022 - Current
- Senior director for offices in 6 countries and 24 locations with 9 lines of service to include facilities, logistics, HR, hospitality, reprographics, records, document production, e-billing, mail, reception and catering
- Develop strategic communications for company wide and site specific initiatives
- Strategize and deploy bespoke AI tools to increase efficiencies and client satisfaction
- Implement new ERP and oversee Space Utilization, working with Real Estate and Facilities to make strategic decisions for redesign
- Collaborate with design team to create highly functional spaces that align with culture and food service excellence
- Manage all vendor contracts and total spend, negotiating for strategic pricing and adherence to SLAs
- Develop and implement all office budgets and forecasting
- Deliver AI implementations across multiple departments reducing overall HC and overhead 5%
- Lead a team of 6 Regional Directors to deliver best-in-class services and monitor performance, developing strong bench strength
- Analyze current offerings and create best practices for standardization across business lines
- Cultivated culture of innovation by promoting creative thinking and encouraging employees to take calculated risks in pursuit of solutions.
Senior Director of Operations
Compass Group
05.2018 - 01.2022
- Senior leader and account manager for all venue contracted services (15 properties) including facilities services, catering, administration, warehouse, staffing, logistics and beverage departments with budgets of $75 million +
- Led change management efforts to successfully implement new technologies and systems across the organization.
- Main point-of-contact for all contracted services which includes presenting to C-Suite stakeholders and delivering QBRs based on performance metrics
- Successfully scaled new line of business, a CPG line of goods, from 200k to 5.5 million during pandemic, implementing new organizational structures, resource and change management and human capital management
- Lead team on KPI's and SLA's including response times, quality assurance, risk mitigation and client satisfaction
- Oversee all Property Management functions including hard and soft services, hospitality, vendor contracts
- Develop budgets to 5YBP, including all CAPEX budgets, setting pay rates and approvals and review with each GM
- Direct HR oversight of all accounts and ensuring strict corporate compliance for staff training, reducing turnover
- Lead a team of 8 senior level managers, setting goals, rating performance using ad hoc mentoring to ensure strong and cohesive teams.
Multi-Unit Director
Sodexo
08.2016 - 05.2018
- Led all operations, directing team of 8 salaried managers and 52 employees across 6 locations by developing policies and procedures, developing menus, creating strategic action plans, fostering internal talent, and managing budget
- Directed 1.5K+ events annually achieving $10.8M in revenue by defining sales objectives, establishing sales strategies, outlining operational KPIs, and defining SMART goals
- Create metrics for quality, including guest survey's and create action plans based on these deliverables
- Develop cohesive teams through ad-hoc mentoring and honest, quarterly performance reviews
- Negotiated new contract services with existing partner, extending contract 5 years and bundling new facilities services contract equaling $5 million over 3 years
- Manage all vendor contracts, including contractors, designers, AV, teamsters and ensure accurate financial reporting, applying strict adherence to company standards improving compliance to 92% from 83%
- Achieved 7% growth over margin by providing guidance and direction to sales team of 3 representatives
- Attained 98% on all corporate safety and sanitation audits by ensuring strict adherence to company standards, developing standardized training programs, and aligning departmental objectives with corporate values
- Reviewed financial reports regularly, identifying trends and opportunities for growth within portfolio.
- Collaborated with senior leadership on strategic planning initiatives to align multi-unit operations with overall organizational goals.
Area Operations Manager
Pebble Beach Golf Resort
04.2010 - 03.2016
- Led team of 30 union staff providing direction to 3 restaurants and event space achieving $18M in sales revenue through strategic pricing of menu tiers, sales training for staff and transparency with clients, building repeat business
- Authored 52-week on-going education program to create service excellence and pathways for hourly staff
- Director of Beverage for 3 outlets, directly overseeing wine procurement and cocktail qualifications
- Ordered and inventoried of all retail items, ensuring strategic merchandising to brand standards
- Member of special events committee that executed Pebble Beach Food and Wine and pre-planning for U.S Open
- Created and developed marketing materials and grassroots campaigns with local entities increasing sales by 24%
- Established effective communication channels between departments, improving collaboration and information sharing across organization.
- Enhanced customer satisfaction through focused staff training and regular performance evaluations.
Education
BACHELOR OF SCIENCE -
Gettysburg College
Gettysburg, PA05.2006
Skills
- Project Management
- Salesforce Management
- Client Satisfaction Programs
- Sales Enablement
- Strategic Leadership
- P&L Management
- Full Life-cycle Recruitment
- Contract Negotiation
Certification
- PMP, 2019 - Present
- OSHA, 2017 - Present
Timeline
Senior Director of Office Operations
McDermott Will & Emery
02.2022 - Current
Senior Director of Operations
Compass Group
05.2018 - 01.2022
Multi-Unit Director
Sodexo
08.2016 - 05.2018
Area Operations Manager
Pebble Beach Golf Resort
04.2010 - 03.2016
BACHELOR OF SCIENCE -
Gettysburg College
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