Emily Raatz
Eagan,MN
Summary
Focused Director of Operations with 6 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers.
Overview
11
11
years of professional experience
Work History
Director of Operations
KinderCare Learning Centers
Maplewood, MN
02.2022 - Current
- Oversaw day-to-day production activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented and revised operational policies and guidelines.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Monitored budget and utilized operational resources.
- Achieved team goals through formalized training plans, coaching and performance management.
- Managed procurement, inventory and warehouse operations.
- Led change and transformation across business areas to deliver benefits and align company resources.
- Provided documentation of processes to comply with regulations and company policies.
- Managed scheduling, labor, and P&L statements.
- Assisted in recruiting, hiring and training of team members.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Trained new employees on proper protocols and customer service standards.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Director of Operations
Mathnasium Learning Center
Appleton, Wisconsin
08.2019 - 02.2022
- Oversaw day-to-day production activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented and revised operational policies and guidelines.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Achieved team goals through formalized training plans, coaching and performance management.
- Managed procurement, inventory and warehouse operations.
- Provided documentation of processes to comply with regulations and company policies.
- Led change and transformation across business areas to deliver benefits and align company resources.
- Assisted in recruiting, hiring and training of team members.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained new employees on proper protocols and customer service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Built loyal account base and long-term business relationships with accounts.
- Managed scheduling, labor tracking, and P&L statements.
Director of Operations
Loving Arms Early Learning Center
Iowa City, Iowa
02.2018 - 08.2019
- Oversaw day-to-day production activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented and revised operational policies and guidelines.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Monitored budget and utilized operational resources.
- Achieved team goals through formalized training plans, coaching and performance management.
- Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Provided documentation of processes to comply with regulations and company policies.
- Led change and transformation across business areas to deliver benefits and align company resources.
- Managed procurement, inventory and warehouse operations.
Co-Director of Operations
Kids Incorporated Learning Center
Coralville, Iowa
01.2015 - 02.2018
- Oversaw day-to-day production activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented and revised operational policies and guidelines.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
- Monitored budget and utilized operational resources.
- Achieved team goals through formalized training plans, coaching and performance management.
- Managed procurement, inventory and warehouse operations.
- Provided documentation of processes to comply with regulations and company policies.
- Assisted in recruiting, hiring and training of team members.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Trained new employees on proper protocols and service standards.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Upheld great standards of leadership for employees, consistently leading by example for best-in-class work.
- Oversee day-to-day activities of the organization
Education
Certificate - Education Administration
Harvard University
EDX - Online02.2022
Child Psychology - Child Psychology
Childcare Education Institute
Duluth, GA04.2020
Education Management - Education Management
Childcare Education Institute
Duluth, GA05.2016
Skills
- Finance and Accounting Oversight
- Program Optimization
- Mathematical Calculation and Reasoning
- Problem Anticipation and Resolution
- Originality and Creativity
- Human Resources Oversight
- Performance Monitoring and Evaluation
- Motivational Leadership
- Administrative Management
- Business Leadership
- Hiring and Onboarding
- Records Organization and Management
- Operations Oversight
Timeline
Director of Operations
KinderCare Learning Centers
02.2022 - Current
Director of Operations
Mathnasium Learning Center
08.2019 - 02.2022
Director of Operations
Loving Arms Early Learning Center
02.2018 - 08.2019
Co-Director of Operations
Kids Incorporated Learning Center
01.2015 - 02.2018
Certificate - Education Administration
Harvard University
Child Psychology - Child Psychology
Childcare Education Institute
Education Management - Education Management
Childcare Education Institute