Job Search Status
Open to workDesired start date: Open to discussion
MICHELLE GONZALEZ
Work Preference
Summary
I’m passionate about building teams and operations that actually work for the business and for the people inside it.
With 15+ years of experience across real estate, CPG, shared services and supply chain, I’ve led large, distributed teams and helped organizations scale in a way that’s both efficient and sustainable.
My work has included delivering significant cost savings, designing shared services models and developing leaders at every level of the organization.
I tend to focus on clarity, accountability and long-term impact, making sure the systems we build today continue to sustain growth tomorrow.
Overview
18
18
years of professional experience
Work History
Vice President, Resident Experience
Sylvan Road Capital
07.2024 - Current
- $1.5M in annual savings: Achieved through process improvement, workforce optimization, and strategic transition of BPO and contact center partners.
- Leadership Development: Designed and launched the "Center of Excellence" program — an annual cross-functional initiative that builds leadership capability at all organizational levels.
- Exceptional collection performance: Consistently exceeded industry benchmarks with 91% at 30 days, 95% at 60 days, and 97% all-time collection rates.
- Customer satisfaction excellence: Implemented CSAT measurement for Contact Center interactions; sustaining a 4.5/5 satisfaction rating across all teams.
- Shared services governance: Architect and govern the operational model across 3PO/BPO partners, ensuring SLA, KPI, and budget adherence for contact center and collections functions.
- IT & systems leadership: Serve as operations lead for all major IT implementations, developing and delivering company-wide training and serving as operations administrator.
- Team leadership: Lead 39 remote onshore and offshore employees spanning Resident Experience and Collections.
Senior Director, Field Scheduling
Sylvan Road Capital
07.2022 - 07.2024
- Optimized scheduling, fleet, materials purchasing, and analytics operations, achieving $50K+ in annual savings.
- Developed KPI dashboards in LookerStudio to improve C-suite decision-making and facilitate real-time performance monitoring.
- Established strategic partnerships for fleet management and scheduling, ensuring adherence to SLAs and optimizing asset use.
Senior Operations & Capability Manager
PepsiCo (PBNA)
12.2020 - 06.2022
- Enhanced compliance and process efficiency through capability assessments and Lean methodology; collaborated with IT on business-critical routing operations.
- Mentored and guided 150 salaried hybrid employees, ensuring cost-effective last-mile delivery solutions and achieving 98% operational uptime.
- Developed and implemented comprehensive recruiting, onboarding, and development program, increasing candidate satisfaction by 20% and shortening time-to-productivity.
General Manager
Booster Fuels
11.2018 - 03.2020
- Led 26 CDL service professionals and aligned operations with sales and account management to enhance client satisfaction.
National Director, Parts Sourcing
Sears Home Services
04.2017 - 11.2018
- Oversaw $400M P&L, directing vendor relations, procurement, SKU rationalization, and budgeting for team of 54.
- Transformed supply chain, achieving 65% reduction in out-of-stock and backorder rates through strategic planning and vendor collaboration.
- Led national service strategies to enhance customer satisfaction and operational efficiency.
- Developed training programs to improve staff skills and service quality across regions.
- Coordinated cross-functional teams to align service delivery with corporate objectives.
Sales Operations Senior Manager
PepsiCo (PBNA)
04.2016 - 04.2017
- Developed go-to-market strategies to enhance last-mile delivery for key national accounts including Walmart and 7-Eleven.
- Led cross-functional teams to develop strategic initiatives for product launches.
- Managed supply chain operations to optimize inventory and distribution processes.
- Oversaw staff training programs to enhance team performance and engagement.
Supply Chain Selling & Delivery Manager
PepsiCo (PBNA)
06.2014 - 04.2016
- Achieved $1M+ in annualized cost savings by introducing Lean Six Sigma practices across warehousing facilities.
- Managed operational P&L and annual planning for 14 regional locations across two markets through effective influence management and partnerships with local GMs.
- Managed delivery logistics and ensured timely product distribution across regions.
- Coordinated with cross-functional teams to optimize supply chain efficiency.
- Oversaw inventory management and maintained stock levels for smooth operations.
Progressive Operations Leadership
PepsiCo (PBNA)
02.2008 - 06.2014
- Roles: Marketing Equipment Installation Supervisor → Specialized Dispatch Operations Supervisor → Supply Chain Satellite Warehouse Associate Manager.
- Advanced from front-line supervisor to multi-site operations manager, overseeing operations for 200+ distribution warehouses across US and Canada.
- Delivered $100K+ in cumulative cost savings through Lean methodology; led teams of up to 36 across CDL, dispatch and installation functions.
- Founded the Leadership & Engagement Committee to drive team building, development, and community service, committed to a people-first culture.
Education
M.S. - Leadership and Human Resources Development
Louisiana State University
M.S. - Management
Walden University
B.S. - Business Management
University of Phoenix
Skills
- Customer satisfaction & relationship management
- Data analysis & predictive analytics
- Process improvement & change management
- AI integration & conversational AI
- Tableau, Power BI, LookerStudio, Business Objects
- Geospatial analysis
- Operational governance
- Vendor management
- Scheduling & logistics optimization
- Supply chain planning & optimization
- Strategic planning & problem solving
- Team leadership & leadership development
- Cross-functional collaboration
- Effective communication at all levels
- Continuous improvement
- Microsoft Suite & Google Suite applications
Timeline
Vice President, Resident Experience
Sylvan Road Capital
07.2024 - Current
Senior Director, Field Scheduling
Sylvan Road Capital
07.2022 - 07.2024
Senior Operations & Capability Manager
PepsiCo (PBNA)
12.2020 - 06.2022
General Manager
Booster Fuels
11.2018 - 03.2020
National Director, Parts Sourcing
Sears Home Services
04.2017 - 11.2018
Sales Operations Senior Manager
PepsiCo (PBNA)
04.2016 - 04.2017
Supply Chain Selling & Delivery Manager
PepsiCo (PBNA)
06.2014 - 04.2016
Progressive Operations Leadership
PepsiCo (PBNA)
02.2008 - 06.2014
M.S. - Leadership and Human Resources Development
Louisiana State University
M.S. - Management
Walden University
B.S. - Business Management
University of Phoenix
Fractional Executive Availability
Available for part-time VP engagements with scaling companies (Series B+, PE-backed, or mid-market)., operations buildout, shared services design, supply chain optimization, contact center management, leadership development programs.