Susan M. Smith
Austin,TX
Summary
Dynamic leader with extensive experience in multi-unit management, team building, and driving financial performance across multiple locations. Proven ability to enhance operational efficiency and elevate customer satisfaction through strategic planning and process optimization. Skilled in fostering collaborative team environments that consistently achieve business objectives. Adept at balancing hands-on leadership with data-driven decision-making to deliver sustained growth and operational excellence.
Overview
21
21
years of professional experience
Work History
District Manager CO
The Starbucks Coffee Company
Austin, Texas
09.2019 - Current
- District Manager trainer – train, mentor, support District Managers – successfully trained 3 DMs
- Led store operations within the district to create and maintain the Starbucks Experience for our customers and partners. Customer Connection reached an all-time high with district market.
- Ensured district-wide customer satisfaction, product quality, and financial performance. Drive thru performance at top of region for all-day performance with consistent peak and all-day top three best in region.
- Set goals for the management team, developed organizational capabilities and teamwork.
- Planned and executed strategic operational plans. Identified the importance and value of complexity and unique community in the Capital City, Austin. Brand ambassador for Starbucks Coffee and known for community building within market.
- Developed and implemented training programs for new managers, fostering leadership skills and team cohesion.
- Led operational excellence initiatives, enhancing store performance and customer satisfaction.
District Manager CO
The Starbucks Coffee Company
East Bay & Bay Area, California
10.2016 - 09.2019
- Drive the implementation of Starbucks programs by motivating and supporting the store management team to develop and execute action plans that meet operational objectives.
- Develop relationships with key decisions makers and, through consultation, solutions to drive performance.
District Manager LS
The Starbucks Coffee Company
Central California
11.2015 - 10.2016
- Support licensed partners to execute on company strategies to achieve operational excellence and business results.
- Consult with the Licensed Store management team to deliver legendary customer experience.
- Led operational excellence initiatives across multiple store locations to enhance customer experience.
- Developed and implemented training programs for new managers, improving team performance and retention.
District Manager LS & CO
The Starbucks Coffee Company
Hawaii, Maui, Big Island, Waikiki
06.2005 - 11.2015
- Led store operations within the Big Island, Hawaii, and Waikiki district to create and maintain the Starbucks Experience
- Developed store management talent. Promoted 5 Store Managers. Known for hiring and developing current tenured partner teams, including Baristas, Shift Supervisors, Assistant Store Managers, and Store Managers.
- Built relationships with the local market, connections with contractors, and problem solve in a remote market and island.
- Opened 8 stores and contributed to the project execution of additional 8 stores on the Big Island, Hawaii, and Oahu;
- Brand ambassador for Starbucks Coffee & Community Leader for the Hawaii Area
Education
MBA - honors & distinction
Hawaii Pacific University
Honolulu, HawaiiBA - double major in International Relations & French
Emory University
Atlanta, GeorgiaSkills
- Leadership skills
- Strategic planning
- Customer service
- Recruiting and hiring
- Goal setting and performance metrics
- Team development
Accomplishments
- Starbucks District Manager of the Year 2008, 2014, 2021
- Ironman Hawaii World Championship & Starbucks Elite Athlete 2008, 2009, 2011, 2012, 2015, & 2023
- Ultraman World Championship – finisher
Languages
French
Professional Working
Timeline
District Manager CO
The Starbucks Coffee Company
09.2019 - Current
District Manager CO
The Starbucks Coffee Company
10.2016 - 09.2019
District Manager LS
The Starbucks Coffee Company
11.2015 - 10.2016
District Manager LS & CO
The Starbucks Coffee Company
06.2005 - 11.2015
BA - double major in International Relations & French
Emory University
MBA - honors & distinction
Hawaii Pacific University