Paul McRae
Summary
Director of Operations with extensive experience in developing and executing multi-unit sales strategies aimed at driving growth and improving margins. Proven ability to manage sales goals, pricing strategies, and market campaigns while overseeing branch expansion and ensuring operational compliance. Demonstrated expertise in financial management through the facilitation of annual budgets and performance metrics, leading teams to achieve targeted sales and profit goals. Skilled in fostering relationships with stakeholders and enhancing team performance through effective training and development initiatives.
Overview
21
21
years of professional experience
Work History
Director/General Manager of Operations
First Watch
Atlanta, Georgia
12.2016 - 06.2025
- Develop and lead multi-unit locations level sales strategies that drive top-line growth and margin improvement.
- Set and manage sales goals, pricing strategies, and regional market campaigns.
- Evaluate new market opportunities and oversee branch expansion planning and execution.
- Ensure all Multi-Unit Managers, GMs and staff recognize the importance of preparing each restaurant for next day opening, holding GMs accountable for executing all closing and opening checklist/requirements
- Facilitate the development and implementation of the annual budget, financial forecasts and other business goals, and leads unit management to ensure budgeted sales and profit goals
- Hold Multi-Unit Managers, GMs and staff accountable for on-boarding and off-boarding of all restaurant associates, to include all activities related to compliance with proper badging requirements, orientation, OJT, and other company training/processes. Ultimate accountability for ensuring the collection of terminated employee badges, communicating
- Train general managers and managers to understand financial and operational data and reports to monitor progress towards zone goals and assigns associates to meet those objectives
- Manage meetings and collaborations with the VPO/RDO about issues, decisions, people, and strategy, communicating with leadership’s vision and goals to branch leadership.
- Supervise receive goods, process invoices, contact vendors for supply chain issues/product availability.
- Multi-Unit F&B Managers, GMs and staff are proficient in company used tools like MIV, Crunch Time, Kronos and other programs as utilized by the company.
- Assess skill levels of restaurant associates and conducts and coordinates on-the-job and other training/education activities as necessary
- Embrace technology and inspires employees to understand and adopt new technologies implemented by the company
- Develop and implement creative strategies to increase revenueVisual/Vibe/Appeal
- Use judgment and discretion to resolve customer and associate questions and problems and determines when to refer more complex issues to senior level leaders
- Manage multi-unit restaurant in various locations injecting brand and service styles of varying complexity with overall accountability for the success in sales volume and consumer experience in all regional locations
- Instill and Implemented a solid understanding of the drivers of growth and profitability and how key financial metrics are used; to easily navigate the P&L and understand the drivers of key line items that impact restaurant-level profitability. Have increased profit margins by using KPI results through behaviors versus managing the metric.
- Demonstrate and trained knowledge of restaurant product and service quality, safety and operations standards, and the ability to teach others and coach these standards to a team
- Establish and maintain positive relationships and setting the high standard of success to interact with the public, team and various stakeholders in a friendly, enthusiastic and inclusive manner including vendor's, executive teams, union representatives, branded partners and a diverse groups.
- Created high performing teams with the ability to make sound hiring decisions. Demonstrated team management, delegation and issue resolution skills; has history of leading successful teams; have developed associates and leaders; applied strong coaching behaviors and ongoing feedback on performance.
Sr. Director of Operations & Customer Success
Blue Cross & Blue Shield
Fort Myers, Florida
02.2010 - 12.2016
- Directed the day-to-day relationship with benefit vendors, consultants, and other external partners to meet service expectations, as well as handling of escalations, ownership for complaints and grievances to identify trends.
- Ownership of success metrics, both quantitative and qualitative, and establishing KPIs to support a culture of high-touch engagement and quality in client experience
- Provided direction and management for all activities for the department.
- Supported and develop operations management by establishing performance objectives and developing plans designed to strengthen management skills.
- Reviewed and analyze all business or contract directives to assure a clear understanding of the requirements.
- Ensured compliance with all applicable laws, regulations and contract requirements while meeting performance expectations through the establishment and implementation of effective management controls.
- Instructed major system enhancements and required changes in an effective and accurate manner.
- Tracked, monitor and analyze all productivity and quality performance measures to assure adherence to established requirements and to assess adherence to contract requirements.
- Supervised customer interaction for direction, evaluation, and modification of processes.
- Instilled ongoing leadership, guidance and direction to all staff.
- Improved the effectiveness of the quality management system by ensuring the International Organization of Standardization (ISO) requirements are met, customer expectations are satisfied, and preventive and corrective actions are identified and implemented.
- Managed budget to maintain high quality and cost effective processes that fulfill business requirements.
- Developed technical proposals and solutions for procurement of future contracts.
- Responsible for supporting new business development to ensure long term growth and sustainability of the operation
Sr. Executive of Operations & Customer Experience
AT&T Wireless Services
Paramus, New Jersey
04.2004 - 02.2010
- Developed and executed the operational strategy for the Customer Success organization, by segment, aligning with overall company goals and customer success objectives.
- Collaborated with Customer Success leadership to define key performance indicators (KPIs) and develop reporting mechanisms to track progress and identify areas for improvement.
- Anticipated future operational needs and proactively develop solutions to support the growth and evolution of the Customer Success team.
- Overseen the optimization and ongoing management of Customer Success technology platforms
- Ensured data integrity and accuracy across all Customer Success systems.
- Partnered with IT and other relevant departments to integrate Customer Success tools with other business systems.
- Mapped and analyze existing Customer Success processes to identify bottlenecks and areas for improvement.
- Designed and implement standardized and scalable processes for key Customer Success activities, such as onboarding, adoption, value realization, and renewal.
- Lead automation initiatives to streamline repetitive tasks and free up CSM time for strategic customer engagement.
- Instilled and maintain dashboards and reports to provide insights into key Customer Success metrics, customer health, and operational performance.
- Managed the analysis of data to identify trends, risks, and opportunities for improvement.
- Communicated data-driven insights and recommendations to Customer Success leadership and other stakeholders.
- Refined, enhanced, and maintained operational playbooks, guides, and resources for CSMs.
- Ensured CSMs have the necessary tools and knowledge to effectively execute their responsibilities.
- Partnered closely with Sales, Marketing, Product, and Support teams to ensure alignment and a seamless customers
- Facilitated effective communication and collaboration between Customer Success and other departments.
- Created, lead, manage, and mentor a high-performing Customer Success Operations team (currently one direct report; Customer Success Operations Analyst.
- Fostered a culture of continuous improvement, collaboration, and accountability within the operations team.
- Developed clear, concise, and visually compelling slide decks that effectively communicate key Customer Success insights, operational performance, strategic initiatives, and recommendations to senior leadership, executives, and the board of directors.
- Transformed complex operational data into easily understandable narratives and visualizations that demonstrate the impact of Customer Success initiatives on business outcomes.
- Ensured all data presented in slide decks is accurate, up-to-date, and presented in a professional and error-free manner.
- Facilitated communication between different departments resulting in improved collaboration among teams.
Skills
- Team Leadership
- Encompassing Vision
- Communication
- Team Building
- Sales strategy
- Budget management
- Market analysis
- Performance metrics
Languages
Spanish
Professional
Timeline
Director/General Manager of Operations
First Watch
12.2016 - 06.2025
Sr. Director of Operations & Customer Success
Blue Cross & Blue Shield
02.2010 - 12.2016
Sr. Executive of Operations & Customer Experience
AT&T Wireless Services
04.2004 - 02.2010