Lauren Morrow
New York
Summary
Operations executive with 10 years of experience helping organizations navigate growth, transformation, and operational change through scalable systems, optimized processes, and cross-functional partnerships. Proven track record leading operational strategy across enterprise real estate, customer experience, and complex multi-site operations.
Overview
10
10
years of professional experience
Work History
Senior Director, Real Estate & Development
Kindbody
09.2025 - Current
- Leads enterprise real estate, facilities, and development strategy across a national portfolio of 28 fertility clinics and IVF laboratories, managing a $14M annual operating budget spanning capital planning, building operations, vendor management, and lease administration.
- Partners with executive leadership to develop long-term infrastructure, capital investment, and operational strategies supporting continued national expansion.
- Directs landlord, broker, and vendor relationships, negotiating leases, renewals, and national service agreements to support growth and reduce operating costs.
- Developed an enterprise Clinic Health Score program and implemented a centralized CMMS platform, improving maintenance visibility and supporting data-driven capital planning across the organization.
- Developed standardized playbooks for new clinic openings, relocations, and closures, successfully executing portfolio transitions with minimal operational disruption.
- Led delivery of a 5,100-square-foot IVF clinic and laboratory in Charlotte, overseeing construction, vendor coordination, equipment installation, and operational readiness.
- National fertility clinic network providing reproductive healthcare and IVF services.
Director, Real Estate & Facility Operations
Kindbody
New York, NY
05.2024 - 08.2025
Senior Manager, Client Success & Operations
LEAP
01.2023 - 04.2024
- Served as the primary strategic advisor to founders, COOs, and Heads of Retail for a portfolio of 15 consumer brands, guiding operational strategy, store performance, and brick-and-mortar expansion.
- Led new brand launches from concept through store opening, partnering with executive leadership on store design, operating procedures, training, and launch readiness.
- Directed cross-functional execution across design, merchandising, marketing, retail training, and operations teams, translating client objectives into coordinated execution across every stage of the store lifecycle.
- Developed operating strategies tailored to each client's stage of growth, helping founder-led startups establish scalable retail operations while advising established brands on optimization and expansion.
- Retail platform providing end-to-end real estate, operations, and store support for emerging consumer brands expanding into brick-and-mortar retail.
Senior Manager, Customer Experience + Insights
STUDS
01.2021 - 01.2023
- Established a customer-first culture, building out the Customer Experience department to support retail growth from 2 to 15 locations while maintaining an 80+ eNPS score.
- Designed scalable operating workflows and served as product manager for customer experience technology, improving consistency across day-to-day retail operations.
- Translated customer feedback and behavioral trends into operational improvements across the customer journey, influencing retail expansion, digital experience, employee training, and merchandising strategy.
- Built performance dashboards to monitor NPS and operational KPIs by location and vertical, enabling data-driven decision making across the organization.
- Appointment-based ear piercing and jewelry brand delivering a premium omnichannel customer experience across digital and physical touchpoints.
Community Operations & Expansion Roles
WEWORK
10.2016 - 01.2020
- Oversaw operations and client services during flagship building openings, collaborating with real estate, construction, and sales teams.
- Managed member relationships, contract renewals, and hospitality services, maintaining a 70% retention rate within designated WeWork buildings.
- Provided operational support for enterprise clients, acting as the direct point of contact for IBM and Lyft during the construction of custom build-outs.
- Global flexible workspace provider serving startups, enterprise clients, and growing businesses.
Education
B.S. - Community Development & Applied Economics
The University of Vermont
Skills
- Project Management
- Real Estate Portfolio Management
- Construction Project Management
- Procurement & Vendor Management
- Software Implementations
- Collaborative leadership
- Culture transformation
- Team management
- Policy development
Certifications & Awards
- Certified Associate in Project Management (CAPM)
- Zendesk Administrator Expert
- Lean Six Sigma Yellow Belt
- 2022 Winner - Zendesk Customer Experience Award
Timeline
Senior Director, Real Estate & Development
Kindbody
09.2025 - Current
Director, Real Estate & Facility Operations
Kindbody
05.2024 - 08.2025
Senior Manager, Client Success & Operations
LEAP
01.2023 - 04.2024
Senior Manager, Customer Experience + Insights
STUDS
01.2021 - 01.2023
Community Operations & Expansion Roles
WEWORK
10.2016 - 01.2020
B.S. - Community Development & Applied Economics
The University of Vermont