DEBRA JONES
Winnipeg,Canada
Summary
Operations leader with experience guiding multi-site teams, building positive cultures, and improving customer and patient experience. Background includes coaching managers, managing budgets, supporting growth plans, and strengthening retention through training, performance management, and process improvement.
Overview
25
25
years of professional experience
Work History
Director of Operations
Westwood Optical Family Eyecare
Winnipeg
08.2023 - Current
- Organized and directed all operations including organizational culture. Create business, marketing, inventory and merchandising plans and programs. Achieved targets set in the business plan, managed personnel, oversaw performance management, and enhanced the skills of the team. Oversee business development, including extensive renovation, implementation of Practice Management System, improve product assortment, efficiencies and attract and retain top clinic and Associate Optometrist talent. Provide coaching and leadership to the owners and management in the planning and execution of daily operations and activities of the clinic with a focus on providing an exceptional patient experience.
- Identified revenue growth opportunities through performance measurements, evaluations and setting agreed upon standards including a customer service program for patient retention.
- Reviewed productivity results and analyzed trends to develop actionable growth plans.
- Enhanced employee morale and collaboration by promoting a positive workforce culture through engagement initiatives. through cost controls, recruitment, training, and coaching managers to motivate staff and ensure adherence to HR procedures.
- Established communication strategy to enhance quality by promoting employee development, facilitating staff meetings, organizing retreats, and ensuring consistent daily communication.
- Developed partnerships with vendors to enhance merchandise assortment and improve merchandise planning
Screening Coordinator
CancerCare Manitoba
Winnipeg
05.2023 - 08.2023
- Facilitated cancer screening referrals to ensure timely access for patients and streamline appointment scheduling. and appointment schedules for Manitoba patients.
- Communicated screening instructions with clients, families, and healthcare teams.
- Assessed patient records for screening qualifications and completeness of referral information. for screening eligibility and referral completeness.
- Conducted quality assurance and evaluation activities for programs, planned annual budget, and trained team members to enhance program effectiveness. Developed strategic plan and standard operating procedures for two programs, initiating a needs assessment to align with organizational goals.
Director of Business Operations
Armstrong & Small Eyecare/Eyes in the Village Optometry
Winnipeg
03.2022 - 03.2023
- Organized and directed operations, enhancing organizational culture. Created and implemented business, marketing, inventory, and merchandising plans. Led efforts to achieve business plan targets, managed personnel, and strengthened team skills. Oversaw business development, including new location and Dry Eye specialty clinic opening, optimizing product assortment and attracting top clinic and Associate Optometrist talent. Provided coaching and leadership to owners and management, focusing on exceptional patient experience in daily operations.
- Developed operational procedures to enhance workflow efficiency., the organization's annual business plan and opening of "Eye Spa" dry eye clinic
- Fostered positive workforce culture through cost controls, recruitment strategies, training programs, and coaching for managers to motivate staff and ensure adherence to HR procedures.
- Identified revenue growth opportunities through performance measurements, evaluations and setting agreed upon standards including a customer service program for patient retention.
- Established a communication strategy for the improvement of quality issues, including employee continued development and training, staff meetings, staff retreats and daily communications
- Developed a budget, forecasted and reported on productivity including cost of goods and key revenue indicator targets. Reviewed and analyzed results and reported trends with action plans for growth
- Developed and instituted programs and policies that enhanced practice efficiency, implementing controls to optimize inventory management and minimize shrink.
- Provided coaching to employees and associate ODs on best practices. on effective scheduling and assignment.
- Executed recruitment efforts for two Associate Optometrists to meet staffing needs. and an Optician in a challenging marketplace
- Kept informed on industry trends and liaised with and utilized support from suppliers, merchandisers, buying group and other partners
Business Coach/Trainer
Eye Recommend
Winnipeg, Canada
01.2017 - 03.2022
- Collaborated with Eye Recommend Co-op members to build strong relationships through business coaching. Worked independently, connecting with the practice owners and office managers to identify needs and assess viable solutions to help practices achieve their goals. Assisted in the development and delivery of tools, resources, training and programs for member owners and office managers. Assisted prospective members to navigate their way through the membership process and new members through the orientation process. Acted as a crucial link between the membership and the organization by utilizing the resources available to assist members in improving their financial well-being and their ability to effectively lead and manage their practice.
- Conducted coaching sessions with practice owners and employees to enhance individual performance., regular structured sessions with practice owners and employees to encourage and improve individual performance. Grew member engagement and increased membership
- Encouraged teamwork to create an environment where diverse perspectives contributed to achieving objectives and facilitated member understanding of the big picture through candid feedback.
- Delivered messages effectively to members and leadership, ensuring clarity and alignment. information with consistency and clarity, delivering messages and programs to members and delivering feedback to the leadership team
- Facilitated the development and monitoring of budgets and business plans
- Launched a program to evaluate practice performance and facilitate success planning, assessing effectiveness of each practice and supporting development of actionable success plans.
- Made concrete, well-informed, and thought-out decisions that supported members, even when data or details were limited
- Influenced decision-making by finding creative compromises that aligned organizational and member interests, gaining support for ideas and proposals that benefited both parties.
- Considered diverse opinions while maintaining focus on organizational goals and processes. while holding strong to directions and goals and improving organizational processes
Manager, Marketing and Communications
ARCTIC CO-OP
Winnipeg, Canada
01.2010 - 01.2017
- Developed and executed strategies to enhance the image of the Co-op System in the North with consistent marketing and communication initiatives, structures, operations, events, and sponsored activities. Led the development and execution of a member and public relations, marketing, and social media strategy, the associated budget and the various external/internal communication vehicles. Delivered consistent and effective marketing and communication strategies while maintaining a positive image of the Co-op System in the North.
- Provided leadership in large scale marketing campaigns with a focus on branding integrity
- Identified strategies and opportunities to promote Co-op System to members and stakeholders, collaborating with various divisions and working groups to enhance engagement.
- Partnered with internal stakeholders to define business needs and objectives, identifying appropriate tactics designed to generate awareness, brand identity, drive opportunities and results
- Managed website and social media content and developed an effective strategy
- Expanded media contacts and relations, issued press releases, and arranged media conferences to promote public awareness of Co-op System initiatives.
- Developed and nurtured relationships with stakeholders and partners, facilitating collaboration and support for initiatives across all levels of the organization and the public, while serving as Inuit Art Marketing ambassador.
Vice President, Art Marketing
ARCTIC CO-OP
Winnipeg, Canada
01.2010 - 01.2016
- Oversaw operations of the Art Marketing Division, including Northern Images retail stores and Canadian Arctic Producers wholesale operations.
- Developed operational and marketing programs and budgets to align with financial objectives.
- Developed standards for store image, merchandising and training
- Implemented strategies to increase public awareness of products and artists through various marketing channels.
- Developed and instituted best practices for inventory control to optimize stock management and reduce waste.
- Created communication strategies and delivered quarterly reports to board of directors for transparent updates.
- Established E-commerce strategy, oversaw website content development and management
- Developed Artist Residency program in partnership with Winnipeg Art Gallery and Nunavut Arts and Crafts Association to further the awareness of the industry and develop skills of new artists
- Maintained key business relationships and networked within community organizations, professional associations, and government agencies, successfully restoring relations with Winnipeg Art Gallery and Nunavut Arts and Crafts Association.
Regional Director of Operations
LUXOTTICA RETAIL/KING OPTICAL GROUP
Winnipeg, Canada
01.2002 - 01.2010
- Oversaw general operations for 18 stores (corporate and franchise) and worked closely with the Vice President of King Optical and Regional Vice President of Luxottica Retail to determine and execute strategic company direction. Supervised 18 direct and over100 indirect reports. Managed P&L from revenue generation to maximize profit, and net income. Created budgets and improvement plans. Drove top line revenues through productivity-based sales and consumer needs-based strategies. Oversaw direct sales, customer service, store operations, training, merchandising, pricing, promotional offers, incentives, and inventory management to boost bottom-line ROI. Coordinated and monitored all retail operations to ensure achievement of goals. Provided career training, coaching, and mentoring to encourage professional development. Consulted in new product and program launches, as well as assortment strategy and visual presentation, including store layout and presentation, signage, and multimedia campaigns. Partnered in Customer Service process development, training, and evaluation.
- Transformed unprofitable stores, growing SOP from -5.4% in 2007 to +6% in 2008 and +8.3% in 2009 as RDO of the Year and Loss Prevention Partner of the Year 2008.
- Achieved consistent annual sales increases, setting a new corporate standard for regional sales and net earnings, earning recognition at multiple levels.
- Transformed under-performing locations and teams by developing coaching programs, accountability standards, leadership initiatives, and enhancing customer service.
- Overhauled general store operations to create a cooperative model that delivered high consumer satisfaction and maximized profits
- Oversaw new store opening and renovating stores in support of the new corporate image
- Consulted with RVP, VP and National Sales Manager on all corporate initiatives and launches to ensure success at store level
- Assisted in development of expanded key revenue and productivity measurements within the company as a basis for results analysis
- Facilitated the launch of a new custom-made progressive lens product in four months.
General Manager
LUXOTTICA RETAIL/KING OPTICAL GROUP
Winnipeg, Canada
01.2002 - 01.2010
- Generated a 266% increase in top line sales over a one-year period, setting a new corporate standard.
- Oversaw general store operations, collaborating with National Sales Manager to implement strategic direction and execute sales and service programs. Provided leadership and training to Sales Associates and Opticians, fostering a customer-focused environment. Coached associates on performance through formal coaching sessions, developed action plans for improvement, and created recruitment and retention programs.
- Selected as Senior Manager for Region, covering 15 locations, partnering with National and Regional Manager on all company initiatives and launches.
- Managed store relocation project, ensuring smooth transition to new location.
- Executed store renovations to enhance layout and increase customer engagement.
- Developed and launched a customer service program focusing on consumer needs-based techniques.
- Co-developed management training program and defined job descriptions to align roles with business goals.
Education
Diploma - Contact Lens
Ophthalmic Dispensers of Manitoba
Diploma - Optician
Ophthalmic Dispensers of Manitoba
Diploma - Social Media Management
University of Winnipeg
Skills
- Operational Leadership
- Multi-Site Operations Management
- Profit & Loss Management
- Revenue Growth
- Budget Administration
- Business Development
- Change Management
- Analyzing Market Trends
- Process Improvement
- Operational Strategy
- Training & Development
- Coaching and Strategic Planning
- Leadership
- Relationship Management
- Customer Service Excellence
- Vendor Partnerships
- Effective Communication
Personal Information
Title: SENIOR MANAGER OPERATIONS
COMMUNITY AFFLIATIONS
- Nunavut Arts and Crafts Association, Board Member/Vice Chair, 2014, 2017
- D'Arcy's ARC, Volunteer, Foster Care, Supporter, 2008, Present
- John Taylor Parents Safe Grad Committee, Co-Chair, 2007, 2008
- Opticians of Manitoba, Board Member, 1992, 1995
- Buchanan Elementary School Parents Association, Board Member, 1997, 1999
Affiliations
- Certified Facilitator, Expedition Coaching Program
- Certified Leadership Coach, Expedition Coaching
- Effective Communication, Arctic Co-operatives
- Writing Skills, Arctic Co-operatives
- Profit Mastery, Steve LeFevre, Las Vegas
- Virtual Leadership, Luxottica Retail Summit, Nashville TN
- Encourage the Heart, Luxottica Retail Summit, Houston TX
- Leadership Challenge, Athletes in Action, Xenia Ohio
- Extreme Leadership, Transitions Academy, Orlando Fl
- Emotional Intelligence, Transitions Academy, Orlando Fl
- How to Better Manage Multiple Locations, Keye Productivity Centre, Winnipeg
- Strong Business Written Documents, Academic & Business Communications, Wpg
- Workforce Trends, Issues and Strategies, Bowes Leadership Group, Winnipeg
Timeline
Director of Operations
Westwood Optical Family Eyecare
08.2023 - Current
Screening Coordinator
CancerCare Manitoba
05.2023 - 08.2023
Director of Business Operations
Armstrong & Small Eyecare/Eyes in the Village Optometry
03.2022 - 03.2023
Business Coach/Trainer
Eye Recommend
01.2017 - 03.2022
Manager, Marketing and Communications
ARCTIC CO-OP
01.2010 - 01.2017
Vice President, Art Marketing
ARCTIC CO-OP
01.2010 - 01.2016
Regional Director of Operations
LUXOTTICA RETAIL/KING OPTICAL GROUP
01.2002 - 01.2010
General Manager
LUXOTTICA RETAIL/KING OPTICAL GROUP
01.2002 - 01.2010
Diploma - Contact Lens
Ophthalmic Dispensers of Manitoba
Diploma - Optician
Ophthalmic Dispensers of Manitoba
Diploma - Social Media Management
University of Winnipeg