Helena Crowe

Led operations for 42 properties and approximately 1,800 staff; cut controllable cost 11% year over year while lifting guest NPS 14 points. Built a weekly operating cadence covering labor, RevPAR, and quality used by all general managers; reduced variance to plan 22%. Stood up a shared-services hub for procurement, maintenance, and revenue operations, delivering $4.2M in annualized savings.

Ran 18 Midwest stores and a distribution center; improved on-time fulfillment from 91% to 98.4%. Led the COVID reset through a temporary labor model and contactless pickup, recovering 94% of pre-pandemic sales in nine months. Coached six directors; four were promoted into general manager or vice president roles.

Owned a last-mile network across five hubs; cut cost per stop 9% through route redesign. Implemented a safety program that reduced recordable incidents 35% in 18 months. Standardized shift handoffs and daily performance reviews across hub managers to improve service consistency.