John Jenkins
Operations and Customer Experience Executive
US Marine Corps Veteran who excels in diverse leadership roles, orchestrating large-scale operations with budgets up to $70M and teams of over 500. Specializes in transforming underperforming units into high-efficiency operations, leveraging skills in strategy formulation, regulatory compliance, financial oversight, and team leadership. Proven track record in enhancing customer experience, process improvement, and operational compliance, consistently driving significant financial results and stakeholder satisfaction.
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Currently located in Seattle, WA. Open to relocation, travel, on-site & hybrid.
Experience
Aug 2021 - Present
Head of Operations
Guided operational strategies, ensuring compliance with legal standards and implementing IT systems. Oversaw policy design and process implementation to enhance customer experience. Led market expansion strategies, managed vendor negotiations, and engaged stakeholders. Engaged in final stage of Series A.
Oct 2020 - Aug 2021
Sr. Director of Operations
Managed a team of 110 and a budget of $20M. Focused on strategic operations management, process optimization, and compliance. Played a key role in technology integration, performance metrics, and vendor management. Built a training organization to optimize team performance and managed triage operations effectively.
May 2018 - Apr 2020
Multi-Regional Manager
Oversaw operations in San Francisco and the Pacific NW, managing 500+ employees and a $22M OpEx budget. Introduced lean methodologies and led key initiatives in facility management, regional recruiting, and market expansion. Collaborated closely with cross-functional teams to optimize the supply chain and launch new services.
Oct 2014 - May 2018
Sr. Operations Manager
Managed daily operations of a major transportation service provider, overseeing a team of 50 and a budget of $70M. Ensured compliance with DPS policies, managed SCACs, and led initiatives in customer service, claims management, financial planning, and vendor relations. Excelled in resource management during peak seasons.
Results
Improved YoY gross margins by 500% in 1 year extending company’s operational runway and improving company investment profile.
Enhanced NPS from ~35 to over 60, while expanding operational headcount from 30 to 125, driving customer satisfaction and market growth.
Reduced operational cash burn by 86%/month in the SF market, turning around performance in 90 days.
Expertise
Strategic Planning Operational Efficiency
Team Leadership Resource Management
Process Improvement Performance Culture
Change Management Quality Assurance
Supply Chain Management Risk Management
API Management Risk Management
Customer Satisfaction Budgeting & Financial Management
Communication Skills Compliance & Regulation
Innovation
Meet John
Education
Master of Business Administration
Information Management
Bachelor of Science
Business Management
Testimonials
Michael Gonzalez, Owner, Denali Group
“John's contributions have been invaluable. His meticulous attention to detail, combined with strong analytical skills, has led to numerous successful projects and initiatives. Beyond his technical capabilities, his interpersonal skills are commendable. He is a team player who always goes the extra mile to support colleagues, fostering a collaborative and positive work environment.
John's proactive approach to problem-solving and his willingness to take on additional responsibilities have consistently exceeded expectations. He is a quick learner, always eager to expand his knowledge and skills, which has made him an indispensable asset.”
Natassia Persaud, Market Manager, Aloft Appraisals
"As a former Market Manager at Aloft under John's leadership, I have directly observed the significant positive influence he has had, not only on the Texas team but also across the entire company. John embodies the company's values in his actions, leaving a lasting impression on everyone he interacts with, ultimately contributing to a culture of excellence and integrity."
Jennifer Plant, Market Manager, Aloft Appraisals
"John Jenkins is an outstanding operations leader who brings immense value to any organization. His expertise, leadership, problem-solving abilities, and interpersonal skills make him an invaluable asset.
He builds strong relationships with colleagues, clients, and partners, earning their trust and respect. He is always approachable and willing to offer guidance.
John's exceptional problem-solving abilities have been instrumental in overcoming various challenges. He approaches problems with a strategic mindset, thinking outside the box to find innovative solutions. He has a deep understanding of the intricacies involved in running a successful operation and possesses the skills to streamline processes, improve efficiency, and enhance productivity.
However, the quality that sets John apart is his strong leadership skills. He leads by example and inspires his team to perform at their best. He fosters an environment of collaboration, encourages open communication, and ensures that everyone's contributions are acknowledged and valued.
During my time working as a leader for John I always felt inspired to exceed the goals set for the team, but more importantly I found myself driven to do the work to be a better leader, and person each and every day, as well as leading my team to do the same. His genuine concern for people and their personal growth is unparalleled. In my 20 years in leadership roles, I have never worked for someone that created such a unique environment of continual growth and improvement."
Natassia Persaud, Market Manager, Aloft Appraisals
"As my direct supervisor at Shari's, John consistently demonstrated exceptional qualities that made him an invaluable asset. He exemplified the qualities of hard work, consistency, dependability, and reliability in every aspect of his work. John consistently went above and beyond expectations to ensure that tasks were completed meticulously and on time. His dedication to his responsibilities was unwavering, and he could always be relied upon to deliver results of the highest caliber.
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Furthermore, John has remained a mentor and advisor for me since 2011. I still use his leadership and motivational advice to further my career."
Q & A
Why did you choose your profession?
My passion for operational leadership was ignited during my time in the Marine Corps. The experiences I had there deeply ingrained in me the value of assembling effective teams and establishing robust processes. This isn't just confined to my professional life; it's a principle I apply broadly, influencing how I approach both work and personal endeavors. The fulfillment I derive from creating and leading cohesive teams, alongside designing and implementing efficient processes, is what drove me to pursue this profession.
Who are your main influences?
Steve Jobs stands out as a significant influence for me, particularly due to his profound respect for the process and artistry involved in developing and refining products. His approach to creation, focusing on the meticulous details and the journey of improvement, resonates with how I aspire to approach my work and projects.
What is your greatest accomplishment?
On the professional front, my greatest achievement has been assembling and leading top-tier teams across various sectors, setting industry benchmarks in the process. On a personal note, crossing the finish line of my first Ultra Marathon stands out as a monumental triumph.
What tools do you use?
For management, I rely on a suite of methodologies including 5S, the 4 Disciplines of Execution, Gemba Walks/Digital Walks, PDCA (Plan-Do-Check-Act) Cycles, and Root Cause Analysis to streamline operations and enhance productivity. On the software side, my toolkit encompasses a broad range of applications that are not comprehensively listed here: Microsoft Suite and G-Suite for general productivity, Asana and Linear for project management, ZenDesk for customer service, Slack for communication, Zapier for automation, Tableau for data visualization, WorkRamp and Docebo for learning management. These tools collectively support efficient workflow and effective team collaboration but I have experience learning several software and management systems to effectively operate and grow revenue, scale processes, and enhance customer and stakeholder experiences.
What advice would you give to someone just starting out in your profession?
For those embarking on a career in operational leadership, I cannot stress enough the importance of meticulous talent acquisition. The cornerstone of constructing a successful team lies in identifying individuals who not only fit the role but also align with the prevailing cultural and operational ethos of your environment. The allure of quickly filling positions with candidates who meet some, but not the majority, criteria can be strong, yet I urge you to hold out for the optimal candidate or evaluate the definition of the role you are seeking to fill. The impact of a well-composed team on the trajectory of success for both the organization and your personal objectives cannot be overstated—it can either propel you forward with remarkable momentum or hold you back significantly. Persistent patience in building your team can yield exponential rewards in terms of culture and operational efficiency.
Interests & Hobbies
