Kristen Franklin
Severn,MD
Summary
Results-driven customer success and operations leader with 15+ years of experience leading cross-functional teams, managing multimillion-dollar budgets, and cultivating executive-level stakeholder partnerships across higher education and district-aligned environments. Proven track record of driving retention, revenue growth, operational efficiency, and team performance through data-informed decision-making, strategic account oversight, and proactive customer engagement.
Overview
15
15
years of professional experience
Work History
DIRECTOR OF FACILITIES & LEASING
BWTECH@UMBC
Baltimore, USA
03.2023 - Current
- Lead strategic relationship management and operations for a 170,000+ SF innovation campus serving 40+ technology and university-affiliated organizations.
- Oversaw full lifecycle account management for 40+ client organizations, achieving high occupancy and fostering long-term retention.
- Lead leasing negotiations and contract renewals, contributing to sustained revenue stability across the property.
- Supervise and support facilities and leasing staff across two campuses, ensuring alignment with organizational goals.
- Manage operating budgets and capital improvements, maintaining fiscal accountability within approved parameters.
- Direct multiple construction and tenant improvement projects annually, ensuring on-time and on-budget completion.
- Analyzed occupancy, lease performance, and engagement data to identify trends and inform expansion opportunities.
- Oversaw vendor contracts (security, landscaping, housekeeping), enhancing service levels and ensuring cost efficiency.
- Lead strategic relationship management and operations for a 170,000+ SF innovation campus serving 40+ technology and university-affiliated organizations.
DIRECTOR OF UMB HOUSING
Capstone On Campus Management (COCM)
Baltimore, USA
01.2022 - 03.2023
- Provided executive leadership for university housing operations with a $4M annual operating budget.
- Led a cross-functional team responsible for housing program implementation and resident success initiatives.
- Managed $4M operating budget and capital planning process, aligning fiscal strategy with institutional priorities.
- Implemented strategic engagement initiatives to support retention and occupancy goals.
- Negotiated and managed vendor contracts to ensure cost-effective service delivery.
- Balanced competing stakeholder needs while maintaining service quality and operational stability.
- Served as institutional liaison, strengthening partnerships across university leadership.
- Co-created Peer Mentor program to support employee retention and professional development.
DIRECTOR OF OPERATIONS
Nine East 33rd – Capstone On Campus Management
Baltimore, USA
01.2019 - 01.2022
- Directed operations for a large-scale residential portfolio with an $8M annual operating budget.
- Managed full P&L oversight, including operating and capital budgets totaling $8M annually.
- Supervised and developed a team of 8 professional staff, improving operational accountability and performance.
- Implemented delinquency management strategies to protect revenue and reduce financial risk exposure.
- Led RFP processes and negotiated third-party contracts, improving vendor performance and cost control.
- Developed and implemented emergency response protocols and site operations manuals.
- Partnered with cross-functional teams to improve customer experience and operational efficiency.
- Monitored engagement and leasing performance data to inform retention and revenue strategies.
ASSOCIATE DIRECTOR
GW Housing, George Washington University
Washington, USA
11.2012 - 12.2018
- Supported leadership of a 7,500-bed housing system generating $80M in annual revenue.
- Led communications strategy supporting 7,500 residents and multiple institutional stakeholders.
- Managed marketing and digital communications initiatives to support occupancy and program awareness.
- Resolved high-level escalated concerns, protecting institutional reputation and customer satisfaction.
- Partnered in development of strategic plan aligned with organizational growth and operational goals.
- Coordinated logistics for opening and closing of 22 residence halls annually.
ASSISTANT DIRECTOR, FRONT DESK OPERATIONS
GW Housing, George Washington University
Washington, USA
10.2010 - 10.2012
- Supervised 1 full-time and 20 part-time staff in high-volume service environment.
- Managed operational logistics for large-scale events involving 500+ volunteers annually.
- Delivered training and performance oversight to ensure compliance and service excellence.
Education
Master of Education - Educational Policy & Leadership
Marquette University
Milwaukee, WIBachelor of Arts - History
Marquette University
Milwaukee, WISkills
- Customer success leadership
- Strategic account management
- Retention and expansion strategies
- Team development and coaching
- CRM oversight and data analytics
- Stakeholder engagement
- Budget and financial management
- Cross-functional collaboration
- Process improvement
- Project management
Timeline
DIRECTOR OF FACILITIES & LEASING
BWTECH@UMBC
03.2023 - Current
DIRECTOR OF UMB HOUSING
Capstone On Campus Management (COCM)
01.2022 - 03.2023
DIRECTOR OF OPERATIONS
Nine East 33rd – Capstone On Campus Management
01.2019 - 01.2022
ASSOCIATE DIRECTOR
GW Housing, George Washington University
11.2012 - 12.2018
ASSISTANT DIRECTOR, FRONT DESK OPERATIONS
GW Housing, George Washington University
10.2010 - 10.2012
Master of Education - Educational Policy & Leadership
Marquette University
Bachelor of Arts - History
Marquette University