Suzanne McCubbin
Summary
Dedicated and organized operations manager with several years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in sales, management and process improvement. Self-motivated, successful in collaborating with executives, store leaders, and associates to streamline and strengthen processes, and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational, communication, and training techniques.
Overview
15
15
years of professional experience
Work History
Operations Manager-DTC Samsung Experience Stores
Samsung Electronics America, Inc.
Plano
01.2021 - Current
- Develops and authors all Standard Operating Procedures (SOPs), ensuring clarity, alignment with brand standards, and effective communication of processes to all store teams.
- Partners with corporate stakeholders to communicate business updates, operational changes, and new initiatives in ways that are accessible and actionable for retail leaders.
- Leads and facilitates the weekly business review for senior corporate leaders and store managers; creates all supporting media and presentations to communicate performance insights, initiatives, and priorities.
- Produces and hosts quarterly town halls, managing agendas, coordinating speakers, crafting talking points, and facilitating sessions to strengthen engagement and reinforce company strategy.
- Plans and executes in-person strategy meetings for cross-functional leadership, overseeing travel coordination, agendas, meeting content, and event logistics to deliver cohesive, productive outcomes.
- Oversee all trade-in and shipment operations, maintaining process integrity, accuracy, and accountability across multiple store locations.
- Manage operational budgets and procurement, including uniforms, supplies, and packaging—achieving over $175,000 in annual savings through strategic vendor negotiations and sourcing.
- Support new store launches by creating supply and communication plans, setting up systems and accounts, and leading operational training to ensure a smooth and consistent opening experience.
- Hosts three weekly meetings for store managers, specific store leads, and the corporate support team. Develops timely topics to address and train the retail team. Works cross-functionally with all DTC divisions to ensure stores are aligned on priorities for the week and month.
- Creates and maintains weekly reporting for all stores to measure KPI information: sales, shrink, labor, training completion, and in-store observations. This report is sent to all management members, and it is used to direct opportunities in each location. Since the inception of the reporting, shrink has decreased by 0.75% across all locations.
Communications and Training Project Specialist
JCPenney Company, Inc.
Plano
03.2018 - 09.2020
- Developed all scripts for internal training communications, in store promotional public announcements, and strategy broadcasts reaching 98,000 associates, including senior leadership. Excellent ability to adapt communication strategies for the intended audience with visual, audio, and video.
- Exclusive script writer/editor for the SVP of Fine Jewelry. Created weekly communications for store leadership.
- Designed and maintained the internal associate webpage, including a complete redesign of formatting, content, and features. Installed Google Analytics to measure user traffic. Adjusted the webpage format after weekly results analysis.
- Supported production operations of 10 yearly broadcasts. Altered language in preproduction. Audited postproduction films before release to the associates. Boosted viewership by 32% by communicating weekly completion results to the field managers.
- Moderated and led posts through Yammer. Utilized the platform to promote store collaboration, extra efforts, and crisis management.
- Ran a weekly report to track new hire status on key metrics. Created a new spreadsheet to ensure all associates are compliant with training requirements. Increased associate completion by 40.8% in three months.
- Created learning modules and slide presentations for all in-store events. Used daily by associates, managers, and regional partners.
- Contributed to a cross functional team to generate relevant training for associates from store environment, marketing, human resources, and JCP.com.
Merchandise Assistant- Associate Trainer
JCPenney Company, Inc.
Plano
07.2014 - 02.2018
- Maintained relationships between the buying team and multiple vendors to ensure the merchandise strategy was clear.
- Assisted in marketing process for the merchandise team. Coordinated samples for in-house and photography needs.
- Charged with running weekly recaps of the class report and on order report.
- Managed Purchase Orders: input all orders, communicated with vendors and buying team to guarantee accuracy and time expectations.
- Winner of the 2017 JCPenney Warrior Coin for extraordinary associates who show exemplary Warrior Spirit through loyalty, passion, courage, and service.
- Designed, authored, and edited a customer/associate facing information & training placemat. Currently in all stores and expanding categories for business needs.
- Built a UX training manual for RMS software. Lead multipart workshops for all existing and newly hired associates.
- Designated trainer for the division and successfully trained 15 team members in an initial all day training seminar. Due to the success of training techniques, chosen by leadership to participate in a time study that created a new centralized role for the company.
- Developed a creative statement and banner for the brand, Rhythm & Muse. Currently used JCP.com.
Senior Assistant Training Store Manager
Charming Charlie
St. Louis
11.2010 - 07.2014
- Responsible for all operational duties with a strong concentration on KPI reporting to leverage future business. Consistently rated as a top sales performer in the company.
- Maintained a flexible and high energy environment on the sales floor, while adapting to the weekly changes brought forth by the company. Improved employee performance and retention with consistent training and communication.
- Chosen and trained by corporate headquarters on the human resources software, Kronos. Led calls and face-to-face trainings with all district store managers.
Education
Bachelor of Science - Human and Environmental Science- Textile and Apparel Management, Marketing and Merchandising
University of Missouri- Columbia
Columbia, MO, USASkills
- Advanced Excel
- PowerPoint
- Adobe Dreamweaver
- Photoshop
- InDesign
- Yammer
- Creative writing
- Analytical
- Highly organized
- Professional video and stage experience
- Growth mindset oriented
Timeline
Operations Manager-DTC Samsung Experience Stores
Samsung Electronics America, Inc.
01.2021 - Current
Communications and Training Project Specialist
JCPenney Company, Inc.
03.2018 - 09.2020
Merchandise Assistant- Associate Trainer
JCPenney Company, Inc.
07.2014 - 02.2018
Senior Assistant Training Store Manager
Charming Charlie
11.2010 - 07.2014
Bachelor of Science - Human and Environmental Science- Textile and Apparel Management, Marketing and Merchandising
University of Missouri- Columbia