Pamela L.

Clark 1715 Arlington Road Pittsburgh, PA 15235 412-243

-3915 pc63e7c0@westpost.net
Senior Director Operations
PROFILE
Senior-Level Executive with 21 years of retail operations experience and cross-
functional accountability for multi region management, with a successful track r
ecord of demonstrated executive leadership competencies including: role modelin
g and executing the organizationas vision and mission; setting goals, objectives
& strategic initiatives; track & monitor results; collaborating for business so
lutions across functions; embracing & leading change; influencing & negotiating
skills; and a leader, coach & mentor committed to successfully developing futur
e leaders in the organization and the community. Seasoned professional in commu
nication to present strategic business plans, financial data, and coordinate & f
acilitate organizational meetings, networking sessions and business conferences.

Executive & Visionary Leadership Identify & Select Talent Business Development &
Operations
Strategic Planning & Implementation Coach & Develop Talent Revenue & Profit Buil
ding
Diversity & Inclusion Teambuilding Profit & Loss Accountability
Cross-Functional Project Management Change Management Customer Satisfaction
Strategic Alliances & Collaboration Organization & Planning Results Orientation

SELECTED ACCOMPLISHMENTS
a Directed a $1.4B+ regional organization consisting of 153 units (2300 team mem
bers, staff of 12, while partnering and directing cross-functional resources of
12 functions
a Managed $5M regional overhead budget; P & L accountability, Improved profit ma
rgins by 7% pts in 1 year
a Exceeded FY09 profit target by 19M
a Improved 1yr retention of employees and reduced turnover performance by 31pts
to 55%
a Collaborated cross-functionally with all departments to achieve company goals
and objectives
a Lead and participate in Annual Operating Plan (AOP) to deliver strategy, initi
atives, goal, objectives
a Conducted weekly sales and business conference calls, monthly operations meeti
ngs, and quarterly regional operations meetings to assess goals & budget varianc
es
a Coordination with Human Resource function to implement strategic recruiting st
rategy, job fair design, external recruiting strategy with schools and organiza
tions, behavioral panel interviews, Accountable for identifying & selecting tale
nt (director level, multi-unit, and general management), coaching & development
of direct & indirect reports, and performance management of direct reports and r
egional staff, facilitate workshops (change management, coaching for success/coa
ching for improvement, interviewing skills, diversity, conflict management, time
management)
a Developed community partnerships to support literacy, the environment, and awa
reness of the cultural district including Pittsburgh Literacy Council, The Pitt
sburgh River Task Force, The O'Reiley Theater, Pittsburgh Symphony Orchestra, Ma
nchester's Craftsmen Guild, Pittsburgh History Center, Salvation Army, Pittsburg
h Aids Task Force, Carnegie Museum
Professional Work Experience
March 2007-October 2009, Senior Director Operations / Regional Business Manag
er, Giant Eagle, Inc. (GetGo)
a Accountable for day to day operations of a 1.4 billion dollar business, compri
sed of 153 sites operating in Pennsylvania, Ohio, and Maryland. Direct supervis
ion of team of 5-13 based on organization structure and alignment
a Contribute to the Annual Operating Plan process to design strategy and initiat
ives to meet fiscal plan targets
a Collaborate on cross functional projects: Human Resources, Training & Develop
ment, Safety, Loss Prevention, IS, Marketing, Merchandising OP&E (Operations Pla
nning & Engineering) to drive process and system improvement and efficiencies a
nd to reduce costs
a Lead Talent Assessment Process with Operations Leadership Team to identify org
anizational talent and career-path development
a Exceeded FY09 profit target by 19M
a Total Inside Store Sales exceeded budget prior year by 807K
a Total Personnel Costs were improved over prior fiscal year by 916K
a Total Controllable Expenses improved over prior year by 233K
a Improved retention of employees and reduced turnover performance by 31pts
a Improved all measurable categories in lagging indicators: Safety , Internal,
Cash and Food Audits
a Member of Mentorship/Diversity Talent Committee to design Internal Mentorship
Program for the organization
February 2003-March 2007, Business Consultant, Leadership360, Inc.
a Provide business consulting services to small businesses and non-profit organi
zations
a Career Coaching & Development (Individuals & Teams)
a Conduct individual and group development workshops including teambuilding, ski
ll-building, strategic business & financial planning, budgeting & forecasting, c
ustomer service, diversity & inclusion, women in leadership, negotiation, confl
ict management, coaching for success, coaching for improvement
October 1998 - February 2003 Regional Director/Regional Operations Manager, S
tarbucks Coffee Company
a Region included Western Pennsylvania, Northern Ohio, Upstate New York with ext
ended responsibility for Florida (including Boca Raton, St. Pete, and Tampa for
3-6 months)
a Create and communicate region's vision and strategic plan aligned with Starbuc
ks annual growth strategy Delivered an annual plan and quarterly business presen
tations to highlight successes and rectify opportunities
a Managed and directed region sales revenue of $63M, approving dollars for regio
nal Marketing, Advertising & Promotional campaigns
a Project-managed a $350,000 budget to work with real estate to select, secure,
and construct new regional office location including architectural design & plan
review, decor & furniture, phone systems, IT systems, copy/fax center, learning
center & conference room set-up
a Directly accountable for selection, hiring, training, and ongoing coaching of
11 District Managers and regional
staff including Executive Administrator, Regional Recruiter, Regional Training M
anager, Marketing Manager, and
Facilities Supervisor; conducted annual performance appraisals and ongoing indiv
idual development plans
a Participated in Regional Director Roundtables for selection of new Regional Di
rector candidates
a Accountable for improving customer service metrics across region through analy
sis and recommendation plan based on feedback from formal national Customer Snap
shot Program
May 1997-March 1998 University of Pittsburgh, College of General Studies Program
a Admitted as full-time undergraduate student University of Pittsburgh, Social S
ciences
June 1991- May 1997 Market Manager/Area Manager, PepsiCo/Taco Bell Division
a Supervised and directed 27 restaurants between Pittsburgh, PA and Youngstown,
OH (existing and new units)
a Drive top- line sales and bottom- line profit of a $20M business
a P&L analysis and action planning accordingly
a Recruit and coach salary management teams, Cross-functional projects with Huma
n Resources, Real Estate, Marketing, and Franchise Community
a Conducted Management Performance Appraisal process
a Participated on Northeast Zone Functional Teams: Zone Profitability, TQM, Faci
lity/Equipment Redesign, Customer Service
a Mentored, developed and promoted an internal Multi-Unit Manager, and an intern
al manager to assume Area Manager Roles. Coached and promoted 3 General Managers
to Market Training Managers
a Supervised and directed 22 in-line units located throughout the New York Borou
ghs including
Manhattan, Bronx, Queens, Brooklyn and Long Island
a Drive top-line sales and bottom-line profit of a $30M business; increased sale
s by $500,000 and improved profit margin by 1.5%
a P&L analysis and action planning to rectify variances
a Coach and develop salary management team through the Individual Development Pl
an (IDP) process
a Implemented succession planning strategy to accommodate future brand growth an
d expansion
a Conducted General Manager operation meetings weekly and quarterly

a Partnered with Marketing Director to ensure singular corporate brand message w

as translated with local relevance through radio, print ad placement, and local
community organizations
Managed and supervised 5-7 units in the Pittsburgh Market to ensure the company'
s mission and strategic intent were implemented market-wide
a P& L management & accountability
a Systems/Process Implementation
a Hire & coach General Managers; Internally promoted 4 Assistant General Manager
s to General Managers
a Expanded role accountability included Market Training Manager, Zone Management
Assistant (Opened and supervised New Concept & Licensee Stores on university ca
mpuses, grocery stores, & hospitals)
a Selected as 1 of 7 project managers nationally for turn-around and reorganizat
ion project of the "Hot-N-Now
Drive Thru Only Concept", to determine viability and profitability of the concep
t long term and to minimize margin erosion short term
a Selected to pilot a new company training program in global expansion in Puerto
Rico; designed and rolled out new on-boarding process; facilitated a new "Gener
al Management Training Program for Success in Growth Markets".
January 1988 -June 1991 Store Manager/First Assistant Store Manager, McDonald
's Corporation/
McDonald's Franchise Organization
a Store Manager of $1.3M McDonald's Franchise unit
a First Assistant Store Manager for $1.5M McDonald's Corporate Unit
a P & L Accountability
a Scheduling & Ordering
a Conducted weekly, monthly & quarterly store meetings
a Deliver excellent Operations & Customer Service
Accountable for training plans of Assistant Managers and Shift Supervisors
a Completed Operations Courses: Basic Operations Course (BOC), intermediate Oper
ations Course (IOC) Advanced Operations Course (AOC), Advanced Equipment Course
(AEC), Attended Hamburger University (HU)- Hamburger University
Education
a Robert Morris University, Master of Science Organizational Studies (MSOS)/Lead
ership Spring 2011
a University of Pittsburgh, BA Social Sciences 2007
a Kent State University, Business Administration 1986
Professional Training & Awards
a Guest Speaker, "Quality Vendor Relationships", Stroehmann Bakeries Food Servic
e Division 1994
a Impact Leadership Award, PepsiCo 1996
a Dale Carnegie Executive Leadership Training 1997
a Inducted Member of University of Pittsburgh Psychology Organization 1998
a Inducted Golden Key National Honor Society University of Pittsburgh 1997
a Honored as "Big Couple of the Year" Big Brothers Big Sisters of Greater Pittsb
urgh 2000
a Recipient of "Spirit of Starbucks" Leadership Award 2002
a Recipient of Starbucks Leadership Award 2002
a Certified Professional Trainer, Professional Woman Network (PWN) 2005
a Panel Guest Speaker, "Emerging Leaders Program", University of Pittsburgh Care
er Services 2005
a Team Safety Award, Giant Eagle, Inc. 2008
a Carnegie Mellon Executive Leadership Program, 2008
Community & Professional Organizations
a Volunteer Big Sister, Big Brothers Big Sisters of Greater Pittsburgh, Inc. 199
5
a Member YWCA Greater Pittsburgh 2005
a Member National Association Female Executives (NAFE) 2004
a Member Professional Woman Network (PWN) 2005

References available on request.