Summary
Skills
Overview
Work History
Education
Tools & Tech
Timeline
Certification
BusinessDevelopmentManager
Kristine Miley

Kristine Miley

Gilbert,AZ

Summary

Innovative and results-oriented Director of Operations with a passion for transforming complexity into clarity. Expert at designing scalable processes, solving cross-functional challenges, and driving operational excellence across fast-paced environments. Known for building systems that empower teams, boost efficiency, and align with strategic goals.

Skills

  • Project Management
  • Process Improvements
  • Data Analysis & Performance Tracking
  • Operational Efficiency & Scaling
  • Relationship Building & Stakeholder Management
  • Strategic Planning & Execution
  • Employee Development & Team Leadership
  • Innovation & Digital Transformation
  • Customer-Centric Strategy
  • Workflow Automation & Process Scaling

Overview

15
15
years of professional experience
4
4

Certificates

Work History

Director of Operations

Nominal
06.2024 - Current
  • Led end-to-end operations for a high-growth consumer goods company, overseeing Customer Experience, Marketing, Supply Chain, Product, and Fulfillment. Focused on delivering operational excellence, cross-functional alignment, and tech-enabled scalability.
  • Built a fully integrated product launch execution system using Asana, transforming a 30-step process into a cross-departmental workflow. Resulted in clearer ownership, reduced project friction, and accelerated time-to-market.
  • Developed and deployed automated systems for defect tracking and 3PL communication, saving countless hours of manual effort and improving issue resolution speed through real-time visibility and alerts.
  • Established a global sourcing network of 10+ vetted product and packaging vendors across China, Turkey, and other regions to ensure supply chain resilience, cost control, and continuity during disruptions.
  • Created a customer-led innovation pipeline, crowdsourcing product ideas and social content through self-serve tools, contests, and automated tracking—enhancing brand engagement while reducing creative overhead.

Program Manager

Serta Simmons Bedding
06.2022 - 06.2024
  • Acted as chief program owner reporting to the VP of Customer Experience, leading cross-functional initiatives across Sales, CX, IT, Legal, and Product to drive revenue growth, operational efficiency, and customer-centric innovation.
  • Developed and launched the Inside Sales Program, including the Guided Sales Team, Trade Sales Team, and Friends & Family Program—driving $2M+ in first-year revenue and improving conversion across key customer segments.
  • Built and automated the Friends & Family referral engine, integrating systems for discount tracking, commission payouts, and financial reconciliation, which boosted participation and streamlined internal workflows.
  • Created a self-service inventory liquidation system for employees to purchase sunsetting products—reducing waste costs, improving inventory turnover, and automating fulfillment through integrated POs and updates.
  • Led the design and implementation of a new Contact Us experience and IVR routing system, which intelligently triaged customer inquiries, provided instant responses, and reduced resolution times across channels.

Supply Chain & Vendor Operations Manager

Tuft & Needle
05.2021 - 06.2022
  • Led national supply chain and vendor operations across nine manufacturing facilities and multiple 3PL partners, ensuring fulfillment performance, production visibility, and inventory alignment for a leading direct-to-consumer brand.
  • Built scalable real-time visibility tools for both internal teams and vendors, enabling proactive issue resolution and performance tracking across production, inventory, and fulfillment.
  • Leveraged analytics platforms such as Metabase and Looker to monitor outflow rates, identify bottlenecks, and drive data-informed improvements to logistics and inventory planning.
  • Redefined the Black Friday/Cyber Monday (BFCM) fulfillment strategy by identifying outflow—not production—as the constraint, securing carrier capacity early and achieving 100% SLA adherence for the first time.

Supply Chain Analyst

Tuft & Needle
11.2018 - 05.2021
  • Led supply chain analytics and fulfillment performance across Amazon, Sam’s Club, Walmart, and other retail channels—identifying operational inefficiencies, mitigating chargebacks, and scaling fulfillment to support rapid SKU growth and revenue expansion.
  • Analyzed and resolved fulfillment inefficiencies across e-commerce and retail accounts, proactively implementing process changes that eliminated $500K+ in chargeback fees—achieving a 70%+ reduction in penalties.
  • Increased Amazon product catalog 8x, partnering with Merchandising, Product Development, and Fulfillment teams to support high-volume demand and ensure operational scalability across retail channels.
  • Developed a fully automated ASN (Advanced Shipment Notice) system, improving shipment visibility, reducing late penalties, and enhancing reconciliation accuracy with manufacturing partners.

Customer Experience

Tuft & Needle
03.2016 - 11.2018

Account Manager

Yelp
08.2015 - 03.2016

Lead Admissions Representative

Everest University
04.2013 - 08.2015

Sales Executive

PayPal
09.2011 - 03.2013

Education

Bachelor of Science - Public Administration

Northern Arizona University
Flagstaff, AZ
12.2017

Tools & Tech

  • Asana (Ambassador)
  • Zapier
  • SQL (Intermediate)
  • Looker
  • Metabase
  • Microsoft Excel (Advanced)
  • Salesforce
  • Shopify
  • Amazon Vendor Central
  • Microsoft Dynamics NAV
  • Google Suite
  • Jotform
  • Slack Workflows
  • HelpScout

Timeline

Director of Operations

Nominal
06.2024 - Current

Program Manager

Serta Simmons Bedding
06.2022 - 06.2024

Supply Chain & Vendor Operations Manager

Tuft & Needle
05.2021 - 06.2022

Supply Chain Analyst

Tuft & Needle
11.2018 - 05.2021

Customer Experience

Tuft & Needle
03.2016 - 11.2018

Account Manager

Yelp
08.2015 - 03.2016

Lead Admissions Representative

Everest University
04.2013 - 08.2015

Sales Executive

PayPal
09.2011 - 03.2013

Bachelor of Science - Public Administration

Northern Arizona University

Certification

  • Certified ScrumMaster® (CSM®) – Scrum Alliance
  • White Belt – Six Sigma Methodology – Global Six Sigma USA
  • Asana Ambassador – Asana
  • Contentsquare Certified – Contentsquare

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Kristine Miley