Heather Koob
Glendale,AZ
Summary
Dynamic Business Operations Executive offering 18-year history of leading strategic and tactical business initiatives. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. 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
26
26
years of professional experience
Work History
Senior Director Franchise Operations
Papa Murphy's International
06.2023 - Current
- Manage a portfolio of 450+ franchise locations across 60 states, achieving a 94% brand stand compliance score. Successfully execution of numerous marketing strategies and operational enhancements driving double digit transaction increase.
- Leading and developing a team of 10 Franchise Business Consultants. Providing tools, methods and resources to ensure brand standards and franchisee profitability is at the forefront.
- Provide strategic guidance and operational consultancy, fostering strong relationships with franchisees and cross-functional teams to resolve complex issues and drive strategic alignment.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Demonstrate P&L ownership and financial stewardship, identifying opportunities for revenue growth and cost optimization to enhance franchise profitability.
- Improving overall franchisee satisfaction through better communication, feedback mechanisms, and support structures.
- Led development of business operation processes and policies.
Regional Business Director
Papa Murphy's International
08.2020 - 06.2023
- Providing guidance and support to franchisees on operational processes, marketing initiatives, and overall business performance.
- Achieving and exceeding revenue targets for the region through effective sales and marketing strategies.
- Enhancing customer satisfaction levels by implementing initiatives to improve service quality, customer experience, and loyalty within the region.
- Manage budgets and help improve overall financials.
- Responsible for the training, development, and supervision of Franchise Business Consultants. Providing tools and resources to ensure brand health.
Franchise Business Consultant
Papa Murphy's International
01.2019 - 08.2020
- Developed and maintained strong working relationships with franchise partners within assigned territory.
- Provided ongoing support to franchise community, offering guidance on operational best practices, marketing strategies and guest service standards.
- Conduct regular performance evaluations of franchise locations, analyzing key metrics such as sales, profitability and guest satisfaction. Goal setting, implementation and follow up.
- Facilitate training programs for franchisees and their staff, focusing on product knowledge, guest service and operational efficiency.
- Collaborate with franchisees to ensure adherence to brand standards, food safety protocols, and operational procedures,identifying areas for improvement and implementing solutions to ensure operational excellence.
Senior Director of Operations
Scooter's Coffee
07.2016 - 06.2018
- Oversight of 170 chain with sales in excess of $100M. Leading opening of 90 locations over a 36 month period.
- Achieved consecutive years, positive store sales growth: +12% - 2014, +10% - 2015, +8% - 2016.
- Full P&L responsibility for 15 corporate owned stores.
- Management of Training Department to ensure franchisees are setup to succeed.
- Collaboration with cross functional leaders to develop and execute corporate goals and objectives.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Effectively managed budgets ensuring goals were met and financial health maintained.
Director of Operations
Scooter's Coffee
10.2015 - 07.2016
- Developed Manager in Training program.
- Spearhead multiple store acquisitions.
- Effectively manage store payroll, control costs, and drive bottom line performance and growth.
- Successfully supported five store openings in five different states on the same day.
Franchise Business Consultant
Scooter's Coffee
07.2013 - 10.2015
- Achieved 90% or better evaluation scores for assigned region.
- Successfully trained and supported numerous new franchisees through new store openings.
- Improved overall service level performance through training and developing store managers, baristas and franchisees.
- Provided ongoing coaching and motivation to franchisees and management by remaining in contact through store visits and constant communication.
District Manager
Regis Corporation
06.2001 - 05.2013
- Directed operations for multiple stores throughout a six-state region, with accountability for maximizing business results.
- Supervised approximately 500 employees including store managers and stylists.
- Built high performance teams through recruiting, coaching, and retention and succession planning. Assistance in salons achieving highest company award of Presidential status.
- Effectively managed payroll and scheduling through schedule optimization, ensuring the highest level of guest satisfaction, sales performance and expense management.
- Ensured salons are visually set following company direction and promotional displays are coordinated and executed.
Salon Manager
Regis Corporation
10.1999 - 06.2001
- Earned Directors award in recognition of achieving $250,000 in sales.
- Developed multiple stylist employees to achieve store manager status.
- Increased customer loyalty, through exceptional guest experience.
- Selected to travel to underperforming salons to offering assistance.
Education
Cosmetology
Joseph's College
Kearney, NE10-1999
Skills
- Relationship Management
- Strategic Planning
- Budgeting and Financial Analysis
- Standard Operating Procedures
- Growth Objectives
- Culture transformation
- Product Launch
- Team building, motivation and development
- Collaborative leadership
Timeline
Senior Director Franchise Operations
Papa Murphy's International
06.2023 - Current
Regional Business Director
Papa Murphy's International
08.2020 - 06.2023
Franchise Business Consultant
Papa Murphy's International
01.2019 - 08.2020
Senior Director of Operations
Scooter's Coffee
07.2016 - 06.2018
Director of Operations
Scooter's Coffee
10.2015 - 07.2016
Franchise Business Consultant
Scooter's Coffee
07.2013 - 10.2015
District Manager
Regis Corporation
06.2001 - 05.2013
Salon Manager
Regis Corporation
10.1999 - 06.2001
Cosmetology
Joseph's College