Summary
Overview
Work History
Education
Skills
Timeline
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JAICE BROWN

Clayton,MO

Summary

Highly accomplished Director of Operations with 20 years of progressive experience in large-scale retail, food service, and university dining environments. Proven expertise in strategic planning, program management, and end-to-end execution of projects that significantly transform operational processes, drive efficiency, and enhance customer experience. Adept at managing multi-million dollar budgets, leading diverse cross-functional teams (50+ staff), and influencing senior leadership. Possesses strong critical thinking and data-analysis skills, with a track record of identifying complex problems, developing data-driven solutions, and ensuring optimal process outcomes while minimizing risks. Enthusiastic about applying a deep understanding of operational intricacies and customer-facing dynamics to a challenging role at Stripe.

Overview

9
9
years of professional experience

Work History

Sole Proprietor

Blite Consulting, LLC
08.2024 - Current
  • Studied market to determine optimal pricing of goods and capitalize on emerging opportunities.
  • Optimized team hiring, training, and performance.
  • Entered income and expense details into business databases to track purchases and address variances.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Identified plans and resources required to meet project goals and objectives.
  • Planned, designed, and scheduled phases for large projects.
  • Generated standard and custom reports to provide insights into business performance.
  • Implemented business intelligence solutions to increase operational efficiency.
  • Designed and developed data pipelines to acquire, clean and process data.

Director of Operations, Kaldi's Med Campus @ BJC/WASHU

KALDI'S COFFEE - MID CAMPUS CENTER
08.2022 - 08.2024
  • Led end-to-end execution of large-scale projects focused on creating operational efficiencies, implementing new standard operating procedures that transformed business processes across three establishments, significantly improving top-line metrics and team member retention.
  • Functioned as a steward for critical support processes, ensuring proposals for change optimized key metrics, elevated the customer experience (prioritizing the 'GOAT experience'), and systematically minimized potential risks in high-volume environments.
  • Partnered closely with cross-functional stakeholders, including external vendors, clients, and internal General Managers, to scope and execute initiatives, demonstrating ability to manage multiple stakeholders with varying priorities and drive commitment to shared goals.
  • Managed a substantial $15 million operational budget, applying critical thinking and data-analysis skills to navigate complex financial data sets and inform strategic decision-making that optimized costs and drove profitability.
  • Served as a subject matter expert for a team of 50+ staff, driving process improvement and optimization efforts by revamping existing systems, resulting in lowered Cost of Goods Sold (COGS), higher volume, and enhanced guest satisfaction.
  • Directly managed stakeholders in senior leadership, reporting to the Chief Operating Officer and contributing to strategic planning and execution to maximize operational impact.
  • Spearheaded innovative approaches to resource allocation and strategic planning.
  • Leveraged professional networks and industry knowledge to strengthen client relationships.

Retail Manager, The Village & Millbrook Market

BON APPÉTIT MANAGEMENT COMPANY - WASHINGTON UNIVERSITY
01.2021 - 01.2024
  • Oversaw and optimized business processes across diverse university dining and retail operations (coffee shop, bakery, grocery, dining facility), ensuring effective and efficient workflows that supported a positive customer experience.
  • Utilized critical thinking and data-analysis skills to meticulously track and report on key performance indicators (KPIs), including cash handling, sales performance, inventory analyses, and P&L adjustments, to the Controller and other senior stakeholders.
  • Partnered cross-functionally with the university Marketing department to design and execute marketing initiatives, demonstrating strong communication skills to articulate complex strategies and align teams towards shared goals.
  • Acted as a crucial liaison between the university and management, successfully navigating varied priorities and ensuring alignment of operational goals with institutional objectives and new project launches.
  • Drove support-centric projects related to health and safety (e.g., COVID-19 prevention protocols), demonstrating an acute interest in digging into process details to ensure compliance and minimize operational risks.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Trained and developed new employees for ease of transition into team.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.

General Manager

FRIDA'S RESTAURANT
01.2016 - 01.2019
  • Managed program initiatives to transform company operations, including implementing a revised inventory system focused on optimizing storage and ordering, leading to a quantifiable 6% decrease in food waste-related losses.
  • Improved support processes and operational efficiency, achieving a remarkable 19% increase in daily covers served without additional labor costs, by enhancing service sequences, order expediting, and table-turn times across dining outlets.
  • Demonstrated experience digging in to understand how new technical products work by training 40+ staff on multiple POS systems (Toast, Aloha, Zomato Base, Square), identifying and addressing agent pain points during adoption.
  • Consistently exceeded monthly sales goals by 10%+, leveraging data analysis and process improvements in front-of-house operations to optimize customer engagement and drive top-line revenue.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Implemented operational strategies and effectively built customer and employee loyalty.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

Education

No Degree - Accounting

University of Missouri St.Louis
St.Louis Missouri

Skills

  • Software Proficiency: Aloha, Toast, Oracle, Microsoft Office Suite (Word, Excel, PowerPoint), 7Shifts, PlateIQ, XtraChef, FoodPro, Zomato Base, Square POS, capcut, NexcusClips, KlingAi, Flow

Timeline

Sole Proprietor

Blite Consulting, LLC
08.2024 - Current

Director of Operations, Kaldi's Med Campus @ BJC/WASHU

KALDI'S COFFEE - MID CAMPUS CENTER
08.2022 - 08.2024

Retail Manager, The Village & Millbrook Market

BON APPÉTIT MANAGEMENT COMPANY - WASHINGTON UNIVERSITY
01.2021 - 01.2024

General Manager

FRIDA'S RESTAURANT
01.2016 - 01.2019

No Degree - Accounting

University of Missouri St.Louis

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JAICE BROWN