Felicity James
Various,VA
Summary
Senior operations leader with a proven record of driving execution, reversing performance trends, and building accountable, high-performing teams across complex, multi-state environments. Known for translating strategy into measurable results through disciplined operating rhythms, data-informed decision-making, and strong people leadership.
Overview
10
10
years of professional experience
Work History
Senior Manager, Express Stores
T-Mobile
02.2023 - Current
- Lead and develop a team of 8 Retail Development Managers, setting clear expectations, delivering targeted coaching, and executing structured performance and succession plans.
- Drive operational execution and business growth across 142 stores and 15 Authorized Retailers through disciplined forecasting, resource alignment, and accountability.
- Partner cross-functionally to remove barriers, improve execution, and ensure brand-aligned delivery.
- Delivered +13.8% YoY total activations and increased activation conversion to 1.6%.
Territory Manager
T-Mobile
11.2018 - 01.2023
- Managed 23 TPR branded dealer locations, driving sales performance and operational compliance.
- Served as liaison across Sales, Care, Engineering, and EIT to resolve customer-impacting issues.
- Supported new store openings, onboarding, escalations, and market-level initiatives.
Retail Store Manager
T-Mobile
04.2016 - 11.2018
- Led store operations, talent development, inventory management, and enterprise initiative execution.
- Consistently met or exceeded sales and customer experience goals.
Education
High School Diploma -
University School
Johnson City05-2000
Skills
- Forward Thinking
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
Accomplishments
- PEAK Achievement, 2021
- Leadership Development Program (LDP), 2018
- LEAD Mentor, 2022
Timeline
Senior Manager, Express Stores
T-Mobile
02.2023 - Current
Territory Manager
T-Mobile
11.2018 - 01.2023
Retail Store Manager
T-Mobile
04.2016 - 11.2018
High School Diploma -
University School
What sets me apart
Projects
- Led performance turnarounds by translating strategy into clear execution plans.
- Built operating rhythms that connect KPIs, frontline feedback, and leadership actions.
- Created development programs and mentoring pipelines that accelerated leader readiness.
- Applied AI tools to improve performance insights, coaching consistency, and execution speed.
- Drove cross-functional problem solving across Care, Ops, HR, Engineering, and Finance.
Skills
- Strategic execution and prioritization
- Data-driven decision-making and insight storytelling
- Change leadership and adoption
- Talent development and succession planning
- Enterprise collaboration and influence