Sarah Mallen
Vancouver,Canada
Summary
Dynamic manager with extensive experience at Simon Fraser University, excelling in project management and fostering psychological safety. Proven track record in capital budget oversight and enhancing team performance, driving operational excellence and engagement. Recognized for leadership in developing high-performing cultures and implementing strategic initiatives that align with organizational goals.
Overview
21
21
years of professional experience
Work History
Manager, Civil Trades & Projects
Simon Fraser University
Burnaby, Canada
07.2021 - Current
- Led trades teams within Maintenance & Operations, enhancing people strategy, operational excellence, and daily service delivery.
- Oversees workflow and process management to ensure efficient, consistent, and high-quality operations across all trades groups.
- Championed psychological safety, fostering a respectful and inclusive high-performing work environment.
- Provided training and coaching to trades teams, implementing operational and people practices that strengthened culture and engagement.
- Partners closely with HR and Labour Relations to ensure compliance with collective agreements, HR policies, and organizational standards.
- Recipient of the SFU Leadership Award, 2025.
Manager, Capital Projects
EasyPark
Vancouver, Canada
10.2017 - 07.2021
- Oversaw capital project budget of M and managed full project lifecycle from planning and RFP/RFQ tendering to implementation, coordinating with facility landlords, City of Vancouver, and internal departments.
- Developed and executed annual capital budget requests, including risk/opportunity assessments and creation of business cases.
- Planning and development of 3-, 5-, and 10-year capital project and maintenance plans for multiple real estate assets, aligned with company goals and City of Vancouver strategic plans.
- Successfully completed multi-year structural concrete repair project on time and within budget.
- Implemented LED lighting across 8 facilities in coordination with BC Hydro energy savings initiatives, supporting sustainability goals.
- Procured and installed 20 electric vehicle charging stations (2018), doubling available EV capacity; coordinated permits, electrical requirements, and IT integration.
- Collaborated with City of Vancouver Sustainability group to pilot the Electric Vehicle Preferred Parking Program across 200 stalls.
- EasyPark has served Vancouver for over 70 years as an integral component of the city's transportation infrastructure.
Monthly Parking Supervisor
EasyPark
Vancouver, Canada
08.2016 - 09.2017
- Managed daily operations of monthly parking department, overseeing 5,000 customer accounts and 4,000 seasonal Vancouver Park Board pass holders to ensure customer satisfaction and operational efficiency.
- Introduced new customer ticket tracking methods, reducing average initial response time by 30%.
- Created, trained, and implemented 30+ standard operating procedures for department to enhance workflow and consistency.
- Reconciled 10 years and .2M in deferred revenue, hiring and training staff while preparing documentation for internal and external audits to ensure compliance and accuracy.
Owner & Operator
Appleseed Family Childcare
Vancouver, Canada
07.2012 - 07.2016
- Managed licensed home childcare business, directing financial planning, budgeting, accounting, and contract management to ensure operational compliance and fiscal health.
Customer Experience Manager
Gap Inc.
Vancouver, Canada
08.2009 - 07.2010
- Led recruitment, onboarding, and training of 40+ customer experience team members to enhance in-store customer experience.
- Increased employee engagement from 59% to 76% through targeted initiatives.
- Oversaw regional pilot brand loyalty program, managing hiring, training, goal setting, and execution.
General Manager – Chapters Coquitlam
Indigo Books & Music Inc.
Coquitlam, Canada
01.2009 - 08.2009
- Led team of 5 leaders and 40 staff; developed and executed business plans to optimize labour deployment, merchandising, and sales performance.
- Executed recruitment, onboarding, training, and performance management for all staff; managed in-store Starbucks franchise operations.
- 9+ years of progressive experience with Canada's largest bookseller and lifestyle company.
Customer Experience Manager – Burnaby & Coquitlam
Indigo Books & Music Inc.
Burnaby, Canada
05.2007 - 01.2009
- Achieved $6M in total store sales for first time in 10 years as acting general manager, February–March 2009.
- Led team of 30+ to execute annual business plans, enhancing merchandising, customer satisfaction, and inventory management.
- Collaborated with the regional manager to address operational challenges at Chapters Winnipeg and offered mentoring upon return.
Assistant Customer Experience Manager – Indigo Park Royal
Indigo Books & Music Inc.
Vancouver, Canada
09.2006 - 05.2007
- Chose to join leadership team to execute Western Canada's newest Indigo store opening; completed 12-week plan in under 8 weeks for the holiday season.
- Recruited and developed team of over 80 staff members to support store operations.
- Assisted in developing customer service training programs, improving staff engagement and service delivery.
- Coordinated customer feedback initiatives, resulting in actionable insights for service quality enhancement.
- Analyzed customer interactions to identify improvement opportunities.
Customer Service Specialist
Quality Move Management
Vancouver, Canada
06.2005 - 06.2006
- Provided exceptional customer support through phone, email, and chat interactions.
- Resolved customer inquiries by utilizing CRM software efficiently.
- Led recruitment and management of department members while serving as Interim Customer Service Manager and addressed conflicts.
- Coordinated logistics for moving services with internal teams and clients.
- Executed 150+ domestic and international corporate relocations annually, ensuring seamless transitions for clients including ExxonMobil, BMO, and TELUS.
Education
Master of Business Administration (MBA) -
Simon Fraser University
Vancouver, British Columbia08.2026
Project Management Certificate -
UBC Sauder School of Business Continuing Studies
Vancouver, BC01.2021
Holistic Nutrition Diploma -
Canadian School of Natural Nutrition
01.2015
Introduction to Family Child Care Certificate -
Westcoast Childcare Resource Centre
01.2015
Disney's Keys to Excellence -
Disney Institute
01.2009
Indigo Right Fit & Foundations of Leadership Training -
01.2008
Red Deer College & University of Calgary
01.2001
Skills
- Project management
- Budget and P&L
- Workforce planning
- Change management
- Performance management
- Stakeholder engagement
- Conflict resolution
- Labour relations
- Recruitment and training
- Organizational development
- Customer relations
- Psychological safety
Education And Professional Development
- Master of Business Administration (MBA), In Progress, 08/01/26
- Project Management Certificate, UBC Sauder School of Business Continuing Studies, 2021
- Holistic Nutrition Diploma, Canadian School of Natural Nutrition, 2013 - 2015
- Excel Level 2, Rapid Computer Training Inc., 2017
- Introduction to Family Child Care Certificate, Westcoast Childcare Resource Centre, 2012 - 2015
- Disney's Keys to Excellence, Disney Institute, 2009
- Indigo Right Fit & Foundations of Leadership Training, 2007 - 2008
- Red Deer College & University of Calgary, 1999 - 2001
Accomplishments
SFU Staff Achievement Award: Leadership - Awarded to a People Leader who exemplifies leadership skills that create conditions for their team to flourish by integrating progressive people practices that centre equity, encourage healthy working practices and ensure a thriving SFU
Timeline
Manager, Civil Trades & Projects
Simon Fraser University
07.2021 - Current
Manager, Capital Projects
EasyPark
10.2017 - 07.2021
Monthly Parking Supervisor
EasyPark
08.2016 - 09.2017
Owner & Operator
Appleseed Family Childcare
07.2012 - 07.2016
Customer Experience Manager
Gap Inc.
08.2009 - 07.2010
General Manager – Chapters Coquitlam
Indigo Books & Music Inc.
01.2009 - 08.2009
Customer Experience Manager – Burnaby & Coquitlam
Indigo Books & Music Inc.
05.2007 - 01.2009
Assistant Customer Experience Manager – Indigo Park Royal
Indigo Books & Music Inc.
09.2006 - 05.2007
Customer Service Specialist
Quality Move Management
06.2005 - 06.2006
Master of Business Administration (MBA) -
Simon Fraser University
Project Management Certificate -
UBC Sauder School of Business Continuing Studies
Holistic Nutrition Diploma -
Canadian School of Natural Nutrition
Introduction to Family Child Care Certificate -
Westcoast Childcare Resource Centre
Disney's Keys to Excellence -
Disney Institute
Indigo Right Fit & Foundations of Leadership Training -
Red Deer College & University of Calgary