Operations Leader

CHERRECE GLOVER

********.******@*****.*** Houston, TX 713-***-****

OPERATIONS DIRECTOR

Multi-Unit Management P&L Accountability Operational Effectiveness Labor Planning Team Development

SUMMARY

Accomplished operations leader with more than a decade of progressive experience, consistently advancing into positions of increased responsibility across multi-unit, customer-facing organizations. Skilled in overseeing geographically dispersed operations, leading cross-functional teams, and managing diverse revenue streams, labor resources, and operational budgets. Demonstrated success in optimizing staffing, improving operational efficiency, and driving profitability while maintaining exceptional customer experiences. Recognized for developing high-performing teams through coaching, accountability, and clear communication. Experienced in P&L management, KPI analysis, strategic planning, vendor relations, and operational problem-solving.

Throughout a progressive leadership career, established a reputation for identifying operational challenges, developing practical solutions, and creating sustainable improvements across diverse business environments. Skilled at building relationships with stakeholders at every organizational level, influencing teams beyond direct reporting structures, and aligning local operations with broader business objectives. Brings a strategic yet hands-on leadership approach that emphasizes accountability, adaptability, and continuous improvement while preserving the unique strengths of individual locations and the experiences of those they serve.

PROFESSIONAL EXPERIENCE

Nuro • Houston, TX (Autonomous Vehicle Technology & Robotics) October 2025 – Present

MISSION OPERATIONS COORDINATOR (Apr 2026 – Present)

Operations: Coordinates daily assignments and operational support for approximately 35 operators per shift across Houston, TX, and Mountain View, CA. Monitor plan-versus-actual performance, identify operational gaps, and prepare reports and cross-functional handoffs to maintain execution standards and service continuity.

Driving Results: Manages the Jira issue lifecycle for approximately 2–3 substantial tickets per shift, investigating and tracking technical defects, collaborating with Engineering on resolutions, and validating software fixes through retesting. Install 3–5 software releases weekly across 30+ autonomous vehicles and oversee 2–3 daily stress tests to identify performance issues and support product improvements.

Communications: Manages technical, operational, and customer escalations across two geographic markets. Serve as a liaison between Engineering, field operations, commercial customers, merchants, and leadership to coordinate issue resolution, communicate critical updates, and maintain operational alignment.

Leadership: Responds to approximately 3–5 emergency response incidents weekly, assessing critical situations, documenting incident details, and coordinating cross-functional response efforts to mitigate operational risks, support timely resolution, and maintain service continuity.

Training & Development: Selected to train team members on Emergency Response Protocol (ERP) call handling and facilitate emergency response practice drills. Reinforce procedural compliance, incident documentation standards, and team readiness during critical situations.

AUTONOMOUS VEHICLE OPERATOR (Oct 2025 – Apr 2026)

Operations: Coordinate daily assignments and operational support for approximately 35 operators per shift across Houston, TX, and Mountain View, CA. Monitor plan-versus-actual performance, identify operational gaps, and prepare reports and cross-functional handoffs to maintain execution standards and service continuity.

Communications: Collaborated with Mission Operations and Engineering teams to troubleshoot field issues, communicate technical observations, and support testing objectives and continuous product refinement.

Leadership: Selected to represent Nuro during executive, stakeholder, and investor demonstrations in recognition of operational proficiency, professionalism, and technical knowledge.

Lucky Strike Entertainment • Houston, TX (Entertainment/Hospitality) March 2025 – Oct 2025

REGIONAL EVENT OPERATIONS MANAGER

Lead regional event operations across 25+ locations in the Central Region, focusing on revenue growth, elevated guest experiences, and consistent execution standards. Report directly to the Regional Vice President and spearhead high-impact initiatives in training, operations, and customer retention.

Communications: Serve as a strategic bridge between corporate leadership and field teams, ensuring clear communication, operational alignment, and a focus on guest experience excellence.

Training & Development: Provide ongoing coaching, resources, and best practices to General Managers and Event Sales teams to elevate team performance and consistency. Design and lead structured recruitment, onboarding, and training programs to build high-performing event teams and maintain brand consistency. Create and monitor performance tracking systems to drive accountability, identify gaps, and support continuous improvement.

Operations: Collaborate with Operations leadership to align regional event strategy with business goals, standardize processes, and improve execution across all sites. Implement process improvements and operational tools to streamline communication, reduce execution gaps, and increase event efficiency.

Driving Results: Play a key role in shaping and executing the “Top 25 Initiative,” driving event performance and service excellence in the region’s highest-volume centers.

Sprinkles Cupcakes Houston, TX (Bakery) May 2023 – Oct 2023

AREA DIRECTOR

Maximized revenue and guided teams to achieve operational excellence and surpass performance targets. Demonstrated strong leadership and strategic planning skills. Oversaw diverse operational components, implementing customer-centric approaches, and enhancing organizational efficiency. Recognized and cultivated internal talent to enhance team effectiveness and morale. Area included: NYC, Tampa, Disney Springs, Washington DC, Chicago, Highland Village and Rice Village (Houston, TX).

Operations Management: Assessed operations, customer service, and team performance across various locations. Provided feedback to on-site managers, addressing operational issues and concerns. Identified areas for improvement and developed optimization strategies. Engaged in strategic planning, setting goals, and developing plans to achieve long-term objectives. Align area strategies with overall company goals.

Training & Development: Promoted 2 high-performing associates to a management role and successfully filled 2 vacant General Manager positions through strategic hiring initiatives, contributing to the leadership and operational excellence of the organization. Spearheaded the implementation of comprehensive training processes, resulting in an empowered and skilled workforce, positively impacting overall operational efficiency and employee performance. Oversaw training programs for new and existing staff, ensuring necessary skills and knowledge were in place.

Communications: Collaborated with headquarters, regional managers, and other areas to share updates, discuss strategies, and address escalated issues. Resolved escalated issues and worked on solutions to improve efficiency, customer satisfaction, and overall performance. Worked closely with other area managers or departments to implement consistent policies, share best practices, and achieve company-wide goals.

Business Development: Established valuable partnerships with local businesses, securing brand recognition and visibility. Featured on a local social media page, expanding the organization's reach and customer base. Attended industry events to stay informed about trends, network with peers, and gather insights for operational improvements.

Profit & Loss: Achieved a remarkable 30% increase in sales by implementing a customer-centric focus, refining sales strategies, and fostering a culture of excellence in customer service. Analyze sales, financial, and operational reports to assess location performance. Performed budget reviews, expense approvals, and report completion, ensuring compliance with policies and procedures.

Team Leadership: Reviewed and prioritized daily tasks, including checking urgent emails and messages and assessing key performance indicators (KPIs) and operational reports. Conducted meetings with team leaders or department heads to discuss priorities, address issues, and align activities with overall goals.

Bowlero Corp Houston, TX (Entertainment/Hospitality) Nov 2013 – April 2023

AREA MANAGER (Feb 2022 – April 2023)

Demonstrated a clear record of promotions and advancement throughout tenure. Promoted and consistently positioned the North Houston District as the #1 performer in revenue generating KPIs over a 2-month span after establishing and communicating performance expectations.

Operations: Led the North Houston District to excel in Guest Service KPIs, and surpassed company standards, by maintaining a remarkable 95% overall guest satisfaction for 6 consecutive months. Conducted regional tours to teach event revenue best practices, resulting in increased revenue performance across 30 centers and positioning the central region as the #1 company performer.

Strategic Planning: Launched a district-wide Food & Beverage Cost SOP, resulting in a 5% decrease in food costs across the district, contributing to improved financial performance. Established a strategic partnership with the Sugarland Space Cowboys (minor league baseball team), enhancing visibility and unlocking untapped marketing opportunities for surrounding centers in the district.

Leadership: Spearheaded regular meetings with event teams across the district to discuss best practices and center needs, contributing to consistently high guest service and event revenue growth. Implemented weekly facility meetings with mechanics and General Managers to address maintenance issues affecting the district, fostering resource pooling and cost reduction.

SENIOR TRAINING MANAGER (April 2021 – Feb 2022) – Houston, TX

Translated complex information into simplified learning materials, facilitating effective training. Instructed comprehensive 2-week onboarding CORE classes for new managers, both in person and virtually. Developed training manuals, multimedia aids, and supplementary materials covering recruiting, event management, P&L management, and soft skill training.

Training & Development: Created the curriculum for an Event Manager course, utilized to train new and established event managers within the company. Conducted needs assessments to identify training gaps and opportunities, leading to targeted training initiatives addressing specific performance issues. Delivered constructive feedback to students and their direct supervisors, fostering development planning and additional coaching.

AREA MANAGER (Feb 2020 Apr 2021) – San Jose, CA

Managed more than $40M in volume across multi-units. Initiated Monday motivational managers meetings, facilitating week recap and future planning. Proactively accelerated recruitment and hiring initiatives in the Northern California market to prevent understaffing. Achieved unprecedented margins while maintaining exceptional guest service and developing associates. Revamped systems, processes, and training programs to reverse underperforming store metrics. Provided consistent coaching and feedback to optimize individual engagement and accountability. Considering the company's exemplary performance, asked by the Vice President to formulate a comprehensive presentation on Event Execution and Sales. Subsequently traveled to locations beyond designated district, including San Antonio, Milwaukee, and Chicago, resulting in a notable 15% increase in event revenue throughout the central region.

GENERAL MANAGER/SENIOR GENERAL MANAGER (April 2016 Feb 2020) – Cupertino, CA

Honored with the prestigious “Eagles & Falcons Award” for being a Top Performer in the company in 2018.

Launched Monday motivational managers meetings for effective week planning and recap. Proactively accelerated recruitment and hiring initiatives in the Northern California market to prevent understaffing. Achieved unprecedented margins while ensuring exceptional guest service and developing associates. Revamped systems, processes, and training programs to reverse underperforming store metrics. Delivered consistent coaching and feedback to optimize individual engagement and accountability.

ASSISTANT GENERAL MANAGER (Oct 2015 April 2016) – Houston, TX

Recognized for excellence in building and motivating management and hourly teams.

Supported the General Manager (GM) in executing the vision while motivating, developing, and holding associates accountable. Assisted customers with complaints and implemented creative resolutions to maintain satisfaction. Mentored entry-level associates, guiding them to leadership positions and becoming a leadership trainer for new store managers. Issued detailed responses to complaints, resolving customer service issues with timeliness and organization. Oversaw service quality and obtained customer feedback to improve strategies.

EVENT MANAGER (Aug 2014 Oct 2015) – Houston, TX

Recognized companywide for excellence in event execution and leading in extension percentage. Executed large scale high-end events for notable entities not limited to The San Francisco 49ers, New York Knicks, Houston Rockets, Apple, Microsoft, Google, Schlumberger, IBM, etc. Collaborated and coordinated with various stakeholders and vendors across departments to plan dynamic events within budgets while also exceeding expectations and meeting desired deliverables.

EVENT HOST (Nov 2013 Aug 2014) – New York, NY

Awarded as the Chelsea Piers employee with the highest customer survey Net Promoter Score (NPS) during the holiday season.

EDUCATION

BACHELOR OF ARTS, COMMUNICATION - Graduated Summa Cum Laude - William Paterson University, Wayne, NJ

CERTIFICATIONS

SERVSAFE CERTIFICATION - Manager Certified - Expires Feb 2028

TABC CERTIFICATION - Issued by Texas Alcohol Beverage Commission - Expires March 2027

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