Marq Marshall
Houston,TX
Summary
Results-driven Senior Operations Manager with 14+ years of proven success designing and executing large-scale operational strategies that drive double-digit efficiency gains, boost productivity, and strengthen the customer promise. Recognized for developing top talent and leading high-performing teams through periods of rapid growth and complexity. Expert in process optimization, Lean initiatives, data analytics, and strategic change management — with a strong focus on safety, quality, and continuous improvement.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Operations Manager
Chewy Fulfillment
Houston, TX
01.2025 - Current
- Oversee workforce management planning, volume predictions and capacity planning to achieve targets of 95% of glide path goals.
- Builds strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices. Also Collaborates with cross-functional teams for seamless execution of large-scale initiatives
- Increases team productivity, providing ongoing training, coaching, and performance feedback to staff members. Driving defective site errors down by 10% impacting over EBITDA.
- Reduced costs for increased profitability by 15% in Q1 & Q2 optimizing resource allocation and eliminating redundant tasks.
- Implements data-driven decision making to inform business strategies and drive operational excellence.
Senior Station Manager
Amazon
Houston, TX
07.2023 - Current
- Lead all facets of a 24/7 delivery station operation with direct oversight of 15+ Delivery Service Providers (DSPs) and 500+ employees.
- Designed and launched sustainable process improvements driving a 31% YoY volume increase, scaling daily output to 100K packages while achieving a 99.89% successful dispatch rate.
- Reduced key customer-facing quality metrics regionally: 71% drop in DEA and 63% reduction in Parcel Not on Van, exceeding national targets.
- Developed and executed a comprehensive talent strategy, resulting in an 18% improvement in retention and the Houston Region’s highest Safety Leadership Index for 2024.
- Present weekly executive operations updates and strategic recommendations to Amazon’s senior leadership team.
Operations Manager
Amazon
Atlanta, GA
05.2021 - 07.2023
- Launched Amazon’s Jefferson Sort Center, expanding operations from 600 to over 1,200 associates at peak, processing 140K+ packages daily.
- Maintained regional leadership in Critical Pull Time (CPT) at 99%, ensuring on-time final mile deliveries.
- Implemented innovative inbound path improvements, achieving best-in-network benchmark rates and 15% throughput gains.
Area Manager I–II
Amazon
Cleveland, OH
10.2018 - 05.2021
- Led teams of 200+ associates and 15 managers; achieved continuous EBITDA savings through targeted Loss Prevention strategies.
- Oversaw daily operations, workforce balancing, SOP adherence, and talent development, driving improvements in customer satisfaction and operational consistency.
- Delivered strong operational performance across multiple sites, upholding Amazon’s Leadership Principles.
Regional Director of Operations
Burger King Franchise, Burger Gulf LLC
Tallahassee, FL
02.2015 - 09.2018
- Directed operational strategy for 60 stores, leading 5 Area Managers and 1,500+ team members.
- Drove 8% AUV growth over three periods; reduced total COGS by 1.5% and labor costs by 2% in one quarter through revamped cost control and performance initiatives.
- Achieved a 110% improvement in customer satisfaction across the region through targeted brand consistency and customer engagement strategies.
Field Analyst & District Manager
Burger King Corporation
Miami, FL
01.2013 - 02.2015
- Managed 11–13 high-volume restaurant sites with combined annual sales of $20M+.
- Implemented “start, stop, continue” performance frameworks that improved productivity and profitability by up to 15%.
- Spearheaded recruitment, onboarding, and SOP adoption, improving store performance scores and operational KPIs.
Logistics & Billing Specialist
SAIA Inc.
Duluth, GA
01.2011 - 01.2013
- Coordinated LTL and expedited freight for 2,000+ accounts, ensuring on-time delivery and accurate billing.
- Produced actionable logistics performance data and A/R reports for executive decision-making.
Education
Scrum Master Cert -
Six Sigma
Houston Tx MBA - Business Management
Strayer University
Atlanta, GABachelor of Science - Mass Communication/Business
Lane College
Jackson, TN01.2011
Skills
- Strategic/workforce planning
- Facility management
- Transportation management
- Safety management
- Capital project coordination
- Administrative management
- Quality assurance
Certification
- Crucial Conversations
- Behavioral Management
- Six Sigma – Yellow Belt
- Scrum Master
- ServSafe
SELECTED ACCOLADES & IMPACT
- Grew Amazon Houston region to top-ranked Safety KPI performance in 2024–2025
- Consistently exceed customer promise metrics with 99%+ on-time delivery rates
- Led cost-saving and productivity projects with EBITDA growth and double-digit unit volume increases
- Recognized for building and developing high-impact teams, driving retention, and elevating leadership bench strength
Timeline
Senior Operations Manager
Chewy Fulfillment
01.2025 - Current
Senior Station Manager
Amazon
07.2023 - Current
Operations Manager
Amazon
05.2021 - 07.2023
Area Manager I–II
Amazon
10.2018 - 05.2021
Regional Director of Operations
Burger King Franchise, Burger Gulf LLC
02.2015 - 09.2018
Field Analyst & District Manager
Burger King Corporation
01.2013 - 02.2015
Logistics & Billing Specialist
SAIA Inc.
01.2011 - 01.2013
Bachelor of Science - Mass Communication/Business
Lane College
Scrum Master Cert -
Six Sigma
MBA - Business Management
Strayer University