Director of Operations » Top-Performer, Team Leader & Effective Change Agent A vision-driven Franchise Operations & Business Development Professional with over 25 years of experience cultivating positive relationships, leading multiple business units, and driving growth within established and start-up environments. A flexible and loyal team mentor with an exceptional needs assessment skillset and a unique management style focused on ensuring a balanced approach to solution design, feasibility, and overall success. Dedicated to maintaining a professional reputation built on performance, collaboration, and integrity.
New Business Development
Strategic Marketing & Territory Analysis
Key Stakeholder/Positive Client Relations
Multi-Unit Franchise Management
Team Building/Staff Mentorship
Pop-Up Store & Kiosk Oversight
Effective Vendor Liaison
» “Wayne is very knowledgeable in all aspects of retail operations and worked well with all departments in our Franchise Support Center. Most importantly, he was respected and trusted by the franchisees he consulted and supported. I would highly recommend him to any company for a leadership position.”
- Russ Cooper – Chief Administrative Officer, Jewelry Repair Enterprises, Inc.
» “Wayne’s personal detail, along with the respect from his locations, contributed to an astonishing growth rate in regards to program adoption. As a result, the inbound lead count for his centers increased. I would definitely work with Wayne on future projects, and endorse him as a very successful Operations Director.”
- Russ Trevdt – Strategic Sales Manager, Spectrio
MWG Media – Los Angeles, CA 2018 - Present
Director of Franchise Operations
Serve as a key start-up team member focused on assisting with the initial physical build-out and bringing the franchise model vision to life for the Foundation for Modern Dog Adoption’s “USS PUP”, a mobile pet adoption organization with a unique marketing plan offering a fun and engaging experience for promotional dog adoption events. Report to start-up’s CEO.
Extensive involvement with the product engineering phase of the organization’s mobile trailer prototype design and build. Collaborate with CEO and Executive Team to develop visually intriguing adoption vehicles fabricated to resemble a modern cruise ship and tugboat.
Vetted and procured a quality trailer builder; helped develop design and acquired quotes and renderings for floorplan. Accountable for monitoring budget and overall costs during build.
Created 30/60/90 day business plans and developed brand standards, franchise marketing materials, franchise agreement, and a franchisee/employee training manual to ensure success and consistent growth. JBC & Associates, LLC – Los Angeles, CA 2017
Area Manager – West Coast
Recruited into seasonal role to execute pop-up kiosks within malls and shopping centers throughout Southern California. Specific clients assigned included Yankee Candle and VRX Virtual Reality. Provided installation, start-up, and full operation services launch upon location selection and lease negotiations. Trained and mentored 50 employees; directly reported to Contract Retail Supervisor.
Recruited, interviewed, hired, and trained kiosk Managers and Sales Associates; ensured team members had specific franchise branding directives and overall vision and tools necessary for success.
Accountable for creating work schedules and approving employee time sheets; enforced HR and leasing compliance for each location.
Specific client work and accomplishments include:
Set up 4 VRX kiosks, taught proper use of company equipment, and managed 20 total employees. Set up 6 Yankee Candle kiosks, taught engaging selling techniques for personalized photo label candle option, and managed 30 total team members.
Motivated and developed employees through personalized trainings, resulting in significant success for both clients, including
#1 daily sales in the country for growth and 2nd place for overall sales in the country for Yankee Candle. Jewelry Repair Enterprises, Inc. – Los Angeles, CA 2014 - 2017 Regional Manager & Franchise Business Coach
Served as the Regional Operations Manager for all 56 CA, AK, WA, and OR locations for a franchise dba Fast-Fix Jewelry and Watch Repairs. Ensured seamless operations set-up to maximize franchisee investment. Trained and mentored over 100 employees within kiosks and corporate stores; directly reported to CEO.
Served as a liaison between franchisees and real estate and construction departments to negotiate lease agreements and store remodels.
Spearheaded all aspects of grand openings for company-operated locations including ordering inventory and following plan-o- grams for merchandising and physical layout.
Provided operational guidance and mentoring to franchisees. Taught best practices for brand compliance, quality of repair, speed of order completion, and exceptional customer service.
Served in an administrative HR capacity for each location; recruited, onboarded, trained, and managed staff within each location to ensure success.
Noted contributions include:
Facilitated a successful company-wide POS system rollout; enforced proper use of service methodologies to gather customer data for use in marketing analytics.
Taught Sales Associates and Managers to effectively identify customer needs; efforts resulted in double-digit sales increases and reaching highest sales in country.
Leishman Property Management – Los Angeles, CA 2012 - 2013 Owner/Property Manager
Purchased, renovated, and rented 8 residential units consisting of apartments, small homes, and garages. Served in multiple roles performing all aspects of building repair, advertising available units, showing properties to prospective tenants, facilitating background checks, negotiating leases, signing contracts, and ensuring proper upkeep upon tenant possession.
Handled all monies and small business owner responsibilities including property taxes, insurance coverage, and rent collection.
Scheduled expenditures and consistently analyzed variances.
Successfully sold properties with full occupancy rates to new owner. Maaco Enterprises – Los Angeles, CA 2010 - 2012
Regional Director of Operations
Accountable for directing franchise and corporate store operations within ~50 stores generating $45M in annual sales within California and Hawaii; directly reported to COO and VP of Operations. Significant achievements include:
Recognized for exceptional leadership abilities; personally completed all online courses through Maaco University and achieved Platinum certification for I-Care on auto repairs in order to employ a hands-on approach while implementing training.
Routinely traveled to locations to provide one-on-one and group trainings in both Sales/Front Office and Backroom/Shop. Specific trainings covered included overall best practices, new merchandising methodologies, company branding compliance, and system sales. Efforts resulted in a 10% increase in customer retention, an 8% increase in wholesale trade accounts, and a 9% increase in average repair orders.
Served as an effective change agent by successfully converting and opening formerly independent outlets; spearheaded grand openings and helped increase growth through targeted community involvement including local car show sponsorships. 7-ELEVEN, Inc. – Brea, CA 1996 - 2009
Oversaw all store operations within a 10-14 corporate store and franchise market territory generating $22M in annual sales. Worked directly with Store Managers, franchisees, and vendors to increase sales and control costs; reported to Regional Franchise Director.
Key accomplishments include:
Enforced food safety standards to ensure quality control and developed an effective sampling food service program increasing overall fresh food sales by 18%.
Key team member in the New Store Business Conversion Pilot program; provided valuable feedback for future store openings. Education
New York University • B.A. Economics
Microsoft Office Suite • Google Suite • Salesforce