Gloria Avila Young
Westerville,OH
Summary
Results-driven Operations Management Leader experienced in optimizing healthcare and retail operations. Achieved measurable business results by leading high-performing teams and enhancing customer experiences in high-volume environments. Focused on strategic planning, talent development, and cultivating strong stakeholder relationships to strengthen operational performance.
Overview
21
21
years of professional experience
Work History
Operations Manager
QUANTUM HEALTH
Dublin, Ohio
08.2022 - Current
- Provide strategic operational leadership within a complex healthcare benefits environment, leading teams responsible for delivering high-quality service and support to members, providers, clients, and internal stakeholders.
- Lead, coach, and develop high-performing teams by establishing clear expectations, performance standards, accountability measures, and individualized development opportunities.
- Foster supportive, inclusive, performance-driven culture that strengthens employee engagement, builds confidence, develops talent, and delivers consistent operational results.
- Partner with internal leadership, clinical teams, clients, Third-Party Administrators (TPAs), Pharmacy Benefit Managers (PBMs), and other stakeholders to resolve complex operational issues and member-impacting concerns.
- Managed escalated issues involving benefits, claims, provider networks, pharmacy benefits, plan administration, and service delivery, focusing on resolution, accuracy, and enhancing member experience.
- Identify operational gaps and implement process improvements that increase efficiency, remove barriers, improve service delivery, and support organizational objectives.
- Lead teams through organizational change, system implementations, process changes, and evolving business priorities through effective communication, coaching, accountability, and change leadership.
- Supported talent acquisition and workforce development by recruiting, interviewing, hiring, onboarding, assimilating, coaching, managing performance, and developing careers for Care Coordinators and leadership roles.
- Monitor operational performance, service metrics, client commitments, quality measures, adherence, productivity, and Net Promoter Score (NPS) to identify trends and drive continuous improvement.
- Serve as a trusted escalation leader, exercising sound judgment and relationship-management skills to resolve complex concerns while protecting client partnerships and organizational objectives.
- Communicate business priorities and operational expectations effectively across multiple levels of the organization, creating alignment and accountability.
Store Manager — Powell, Ohio; HR Assistant
KOHL'S
Powell, Ohio
11.2016 - 08.2022
- Directed all aspects of high-volume retail operations, including customer experience, sales and profitability, merchandising, inventory management, payroll, staffing, talent development, compliance, and expense control.
- Managed operations across three high-volume locations generating approximately $14M–$20M in annual sales, balancing customer experience, workforce needs, operational priorities, and financial objectives.
- Led teams of 125+ associates, developing assistant store managers and associates through coaching, performance management, succession planning, career development, and individualized development plans.
- Managed operations across three high-volume locations generating $14M–$20M in annual sales, enhancing customer experience and aligning workforce needs with operational priorities and financial objectives.
- Improved Year-End Scorecard performance consistently from 2016 through 2021, advancing store ranking from #859 to #75 out of approximately 1,200 stores.
- Led the store to Top 10% performance in Inclusion & Belonging Pulse Surveys for two consecutive years, strengthening employee engagement and fostering an environment where associates felt valued, supported, and heard.
- Selected as District Customer Service Captain, evaluating store performance against corporate customer service standards and identifying opportunities to improve customer experience and district-wide results.
- Mentored college-educated managers-in-training through individualized development plans focused on leadership competencies, performance gaps, career goals, and readiness for advancement.
- Used sales, payroll, staffing, customer experience, inventory, and expense metrics to identify trends, establish priorities, improve execution, and drive measurable business results.
- Analyzed sales, payroll, staffing, customer experience, inventory, and expense metrics to identify trends and establish priorities for improved execution and measurable business results.
- Built strong relationships with associates, leaders, customers, vendors, and business partners while effectively managing conflict and resolving complex operational challenges.
- Fostered an accountable, customer-focused culture by setting clear expectations, recognizing performance, and developing leaders at all levels to address barriers.
Store Manager / Operations Supervisor
KOHL'S
Powell, Dublin & Grove City, Ohio
07.2005 - 11.2016
- Directed all aspects of high-volume retail operations, including customer experience, sales and profitability, merchandising, inventory management, payroll, staffing, talent development, compliance, and expense control.
- Managed operations across three high-volume locations generating approximately $14M–$20M in annual sales, balancing customer experience, workforce needs, operational priorities, and financial objectives.
- Progressed through multiple leadership roles over 17 years, assuming increasing responsibility for multi-million-dollar operations, talent development, customer experience, sales performance, financial results, workforce planning, compliance, and employee engagement.
- Led teams of 125+ associates, developing assistant store managers and associates through coaching, performance management, succession planning, career development, and individualized development plans.
- Enhanced Year-End Scorecard performance from 2016 to 2021, advancing store ranking from #859 to #75 out of 1,200 stores.
- Secured Top 10% customer service performance for five consecutive years, reflecting excellence in customer experience and operational leadership.
- Led the store to Top 10% performance in Inclusion & Belonging Pulse Surveys for two consecutive years, strengthening employee engagement and fostering an environment where associates felt valued, supported, and heard.
- Selected as District Customer Service Captain, evaluating store performance against corporate customer service standards and identifying opportunities to improve customer experience and district-wide results.
- Built strong relationships with associates, leaders, customers, vendors, and business partners while effectively managing conflict and resolving complex operational challenges.
- Fostered accountable, customer-focused culture by establishing expectations, recognizing performance, addressing barriers, and developing leaders.
Education
Bachelor of Science - Public Relations
FRANKLIN UNIVERSITY
Columbus, Ohio09.2022
Associate of Arts - Science
COLUMBUS STATE COMMUNITY COLLEGE
Columbus, OhioSkills
- Healthcare Operations
- Operations Leadership
- Retail Operations
- Strategic Leadership
- Customer & Member Experience
- Workforce Planning
- Performance Management
- Employee Engagement
- Talent acquisition
- Training development
- Team leadership
- Change Management
- Financial Performance
- Continuous Improvement
- Compliance & Risk Management
- Issue Resolution
- Policy implementation
- Business Performance
- Workday
- AWS Connect
- Problem-solving
- Conflict Resolution
- Team management
LEADERSHIP EXPERTISE
- Strategic Leadership
- Operational Excellence
- Healthcare Operations
- Retail Operations
- Talent Development
- Employee Engagement
- Customer & Member Experience
- Business Performance
- Change Leadership
- Process Improvement
- Stakeholder Relations
- Cross-Functional Collaboration
- Performance Management
- Financial & Expense Management
- Workforce Leadership
- Continuous Improvement
Timeline
Operations Manager
QUANTUM HEALTH
08.2022 - Current
Store Manager — Powell, Ohio; HR Assistant
KOHL'S
11.2016 - 08.2022
Store Manager / Operations Supervisor
KOHL'S
07.2005 - 11.2016
Bachelor of Science - Public Relations
FRANKLIN UNIVERSITY
Associate of Arts - Science
COLUMBUS STATE COMMUNITY COLLEGE