Jenn Rook
United States
Summary
Dynamic, people-first leader with a track record of driving scalable customer success strategies across national, customer-facing organizations. Skilled in leading and motivating cross-functional teams, balancing high EQ with performance management to improve engagement, accountability, and results. Expert in designing and scaling digital-first programs that support the full customer lifecycle, from onboarding to renewal. Adept at aligning GTM, Product, and Customer Success functions around shared goals, leveraging data, automation, and content strategy to deliver proactive, high-impact engagement. Known for bringing clarity to complexity, building strong teams, and executing with precision.
Overview
16
16
years of professional experience
Work History
GENERAL MANAGER
Kids and Company
04.2023 - 01.2025
- Directed $80M in national operations, enhancing customer-facing performance metrics and service experience.
- Led U.S. expansion through 24 acquisitions in 18 months, optimizing service delivery across 100+ locations.
- Identified cross-department inefficiencies, implementing scalable frameworks and 20+ performance KPIs for proactive service delivery.
- Redesigned customer lifecycle strategy, increasing retention and achieving a 15% boost in customer satisfaction.
- Executed enterprise-wide initiatives using technology to align customer journeys and enhance user experience.
- Standardized program delivery models across all sites to ensure consistent customer experiences while launching evidence-based initiatives.
- Managed a high-performing team of 32, fostering a culture of accountability and operational excellence.
- Developed employee success strategies, improving frontline service quality and leadership pipeline readiness.
VP OF SITE SELECTION
Lionheart Children’s Academy
07.2022 - 04.2023
- Conducted market analysis and site selection, identifying 10 potential locations, and prioritizing six high-opportunity sites.
- Directed cross-functional collaboration to ensure compliance with educational, financial, and operational standards, successfully launching four new sites.
- Achieved executive alignment through strategic presentations, facilitating the acquisition of six sites within budget constraints and shortened timelines.
- Oversaw construction execution, collaborating with general managers to reduce delays by 15% and align openings with growth objectives.
- Established site evaluation framework that decreased selection time by 20%, expediting project delivery for expansion goals.
SENIOR MANAGER, OPERATIONS
The Learning Experience
01.2015 - 07.2022
- Directed operations across 22 states, managing $20M+ budget and over 200 team members to drive growth and efficiency.
- Spearheaded rapid expansion, launching over 30 centers by streamlining licensing and aligning operations with strategic goals.
- Oversaw development of new locations, including acquisitions and renovations, ensuring alignment with growth objectives.
- Standardized center development processes, leading cross-functional teams in planning and vendor negotiations for consistency.
- Designed and implemented training programs for 120+ staff, enhancing workflows and leadership skills for improved performance.
- Collaborated with senior leadership on go-to-market strategies, optimizing vendor relationships, and improving customer resolution processes.
- Utilized data analytics to inform procurement strategies, aligning resources with business goals and reducing costs.
- Championed operational excellence culture through targeted coaching and process improvements, boosting accountability across sites.
PRINCIPAL
Nobel Learning Communities
01.2009 - 01.2015
- Directed theschool administration team to align instructional programs with educational goals.
- Managed HR functions, including recruitment and professional development, to build high-performing staff.
- Executed marketing strategies to increase enrollment and enhance community engagement.
- Cultivated strong community relations by partnering with parents and local organizations.
- Oversaw financial management, including budgeting and resource allocation, ensuring efficient facility operations.
- Developed, implemented, and evaluated school policies and procedures.
- Cultivated strong relationships with parents, students and members of the community to ensure a safe learning environment.
Education
Master of Science -
Northern Illinois University
DeKalb, IL12-2005
Bachelor of Science -
Northern Illinois University
DeKalb, IL12-2003
Project Manager Professional Certificate -
Project Management Institute
OnlineSkills
- Strategic planning and execution
- Customer relationship management
- Cross-functional leadership
- Operational excellence
- Change management
- Digital program strategy
- Content strategy and enablement
- Customer advocacy
- Analytics and insights
- Technology integration
Timeline
GENERAL MANAGER
Kids and Company
04.2023 - 01.2025
VP OF SITE SELECTION
Lionheart Children’s Academy
07.2022 - 04.2023
SENIOR MANAGER, OPERATIONS
The Learning Experience
01.2015 - 07.2022
PRINCIPAL
Nobel Learning Communities
01.2009 - 01.2015
Master of Science -
Northern Illinois University
Bachelor of Science -
Northern Illinois University
Project Manager Professional Certificate -
Project Management Institute
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