Courtney Jones

• Oversees the daily operations of all studios across 3 brands within Sykes Management Group, LLC, which includes Waxing the City, Amazing Lash Studio, and Alabama Nail Co.
• Responsible for scaling the company's portfolio from three to sixteen studios over the next two years and for providing overall strategy and direction to the CEO on all businesses.
• Drove the company's expansion into a new market by overseeing the launch of its first studio under the Amazing Lash Studio franchise.
• Manages a leadership team of Area Managers, Studio Managers, and Training Specialists to drive success across all businesses.
• Streamlined operations across multiple business units resulting in enhanced efficiency and productivity by 30%.
• Improved team morale and reduced turnover by 25% by implementing a series of employee engagement programs and personalized career development plans.
• Identified opportunities for cost reduction and process improvement, implementing changes that resulted in $40k in savings to company.

Liaised with rekon Retail clients and brand stakeholders to develop Operations plans, create Standard Operating Procedures, training materials, and finalize Employee Handbooks.

• Reduced project completion times by 20% with thorough planning and efficient resource allocation.
• Organized regular stakeholder meetings to provide status updates and solicit feedback on ongoing projects actively managed by the team.
• Mentored junior team members, providing guidance on best practices in operations management and professional development opportunities.
• Facilitated Customer Journey Workshops with C-Suite clients, designed bespoke training, and facilitated training for store teams.
• Facilitated sourcing, hiring and onboarding for clients' open roles.
• Improved client satisfaction by 18% by implementing feedback-driven improvements.

• Managed, developed, and led a shift of six Area Manager direct reports and approx 500 hourly associates within a building of up to an 8,000-associate roster to build a culture of Safety, Productivity, and Quality for a department.
• Responsible for shift planning, forecasting, and execution, targeting 500-600K units per shift in the FC.
• Re-launched the site's fourteen Affinity Groups to promote Diversity, Equity and Inclusion, consisting of 40+ salaried managers and approx 1,400 hourly associates
• Created new standard operating procedures, launched a Support Affinity Group Committee, organized an Affinity Fair to highlight the fourteen groups' efforts and activities, and led monthly meetings for the Affinity Group leaders
• Collaborated with the Accommodations, Legal, Human Resources, and Safety teams to create an Accommodations Standard Work, and owned the process for the site's hourly associate population; improving the lead time for an associate accommodation by 60%.
• Oversaw the sites' Leadership Development training series for salaried leaders by training and mentoring facilitators to conduct Performance Management and feedback training for 127 leaders.
• Project managed over 150 Employee focused projects that improved employee satisfaction by 22%.

• Oversaw all operations of the brand's NYC Flagship location.
• Managed operational excellence through training, inventory management, ordering, payroll management, and scheduling.
• Analyzed business trends and created monthly business action plans to exceed Showroom goals.
• Networked, recruited, and hired talent for New York and California Showrooms.
• Created new candidate tracking systems and interview resources for company.
• Created first ever Retail Leadership Development Program for company.
• Coached and Mentored NYC and California leaders to drive results which improved Showroom conversion by 8%.
• Supported two California managers in launch of their New Store Openings in 2020.

• Recruited, hired and trained all 30+ company employees including associates, supervisors, managers, and nurses to launch start up wellness location.
• Created all company operational and training materials/resources including the Employee Handbook and all Standard Operating Procedures.
• Led successful launch of start up business by project managing company through construction phase to store opening in July 2018.
• Managed a new concept Wellness studio overseeing 3 business units (Retail Store, Cafe, and Spa)

• Managed all store operations which included payroll, scheduling, inventory management, and P&L which decreased overall costs by 6%
• Developed Store Sales Plans which drove store to consistently comp sales targets by 30% each month, also leading store to #1 sales in company in 2017
• Recruited, hired, trained, and coached the store team while also improving employee engagement by 35%.
• Implemented new product knowledge sales training which increased store conversion by 8%.

• Directly managed a team of 30 technical professionals and supervisors to provide technical support and training for customers at the Genius Bar
• Created new Customer Journey for store's Genius Bar and led store team (300 roster) through change, achieving record store results (6000 customers helped, 15 minute average session duration, 90% On Time for all home booked customers on average per week)
• Spearheaded first ever Genius Round Tables Series to obtain employee feedback and create store action plan for improvement which increased Genius team Internal Employee Satisfaction Score 40 points in one quarter.

• Managed all store operations which included hiring, training, payroll, scheduling, cash management, ordering, inventory management, food safety and cleanliness, and P&L management.
• Developed and promoted seven partners to Shift Supervisor, three partners to Assistant Manager, and one partner to Store Manager.
• Led team to achieve district record for highest two-hour peak period sales and the highest average transactions per day (1700 transactions).