SOPHIA ORTHNER
Gilbert
Summary
Dynamic operations leader with a proven track record at Starbucks, driving consistent sales growth and enhancing customer experiences. Skilled in team development and conflict resolution, I excel in fostering accountability and implementing process improvements. Passionate about creating engaging environments that prioritize both operational excellence and team morale.
Overview
13
13
years of professional experience
Work History
Head of Operations / Store Manager (CPO)
SafeSplash Swim School
Gilbert
03.2024 - Current
- Oversee all daily operations including staffing, scheduling, payroll support, and customer experience.
- Lead hiring, onboarding, and training for instructors and front desk staff, ensuring safety and service excellence.
- Develop accountability systems and performance expectations to support consistency and growth.
- Support enrollment growth, retention, and family engagement through clear communication and operational excellence.
- Partner with leadership on marketing initiatives, community outreach, and program development.
- Ensure compliance with safety standards, policies, and procedures.
Educator
Lululemon
01.2024 - Current
- Deliver exceptional guest experiences through authentic connection and product education.
- Support store operations, visual standards, and team collaboration.
Store Manager
Starbucks Coffee Company
08.2012 - 07.2024
- Led daily operations for high-volume retail locations while maintaining exceptional customer experience and brand standards.
- Managed, coached, and developed teams of 25–40 partners, fostering engagement, accountability, and retention.
- Conducted full-cycle hiring including interviewing, onboarding, training, and performance management.
- Forecasted sales and labor bi-weekly and built weekly schedules that balanced business needs with partner well-being.
- Awarded Manager of the Quarter (Fall 2022) out of 140+ store managers statewide for operational excellence and sales performance.
- Successfully dual-managed two locations, both ranking highest in Customer Connection within the district.
- Drove consistent quarter-over-quarter sales growth through goal setting, coaching, and team recognition.
- Led investigations, corrective action, and conflict resolution with professionalism and discretion.
- Championed company mission and values while building strong cross-store and district partnerships.
- Implemented process improvements that increased efficiency, accountability, and team morale.
Restaurant Manager
Peaks
North Scottsdale
11.2023 - 03.2024
- Managed front-of-house operations including staffing, scheduling, and guest experience.
- Coached and supported staff to deliver consistent, high-quality service in a fast-paced environment.
- Resolved guest concerns professionally, maintaining brand reputation and customer loyalty.
- Supported operational efficiency through organization, communication, and leadership presence.
Operations Team Member
LA Fitness
Gilbert
01.2018 - 01.2019
- Supported daily operations, member experience, and facility standards.
- Assisted with scheduling, customer service, and operational tasks.
Hair Stylist
Diva Salon & Spa
Calgary
01.2014 - 01.2017
- Built and maintained a loyal client base through personalized service and consultation.
- Managed scheduling, retail sales, and client relationships.
Education
Cosmetology License -
Aveda Institute
Calgary, AB01.2018
Skills
- Operations & Multi-Unit Management
- Team Leadership & Development
- Sales & Labor Forecasting
- Customer Experience Excellence
- Conflict Resolution & De-Escalation
- Hiring, Training & Performance Coaching
- Process Improvement & Accountability
- Interpersonal communication
- Financial planning
- Strategic planning
- Performance evaluation
References
Available upon request
Awards Recognition
Manager of the Quarter, Fall 2022, Top performer among 140+ managers statewide
Timeline
Head of Operations / Store Manager (CPO)
SafeSplash Swim School
03.2024 - Current
Educator
Lululemon
01.2024 - Current
Restaurant Manager
Peaks
11.2023 - 03.2024
Operations Team Member
LA Fitness
01.2018 - 01.2019
Hair Stylist
Diva Salon & Spa
01.2014 - 01.2017
Store Manager
Starbucks Coffee Company
08.2012 - 07.2024
Cosmetology License -
Aveda Institute