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Marcus Wiley

Marcus Wiley

Director of Operations
New York City, New York

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About Marcus Wiley:

As Director of Operations for Phenomenal Holdings, I actively manage, end-to-end, the comprehensive build-out process of new units and the direction, execution, and escalation of day-to-day operations, and general upkeep of our privately held multi-industry portfolio of 300 franchises; Phenix Salon Suites, Blink Fitness, Amazing Lash Bar and Epic Wings. Further, as point leader of the TI process, I facilitate lease negotiation in tandem with our real estate team; I direct the bidding process, providing a detailed review of proposed SOWs and milestone performance schedules to ensure project clarity and management of stakeholder expectations. In addition, I oversee project managers to ensure proper management of project tangibles, MEP plans, vendor bids, local licenses, and permits. Finally, I liaise between property partners and our C-suite to ensure healthy partnerships built on communication and trust. 

Experience

Director of Operations, Phenomenal Holdings, LLC

 

  • Direct the day-to-day corporate operations of a portfolio of 137 franchise locations; to grow, develop and
    maximize results in respective markets while maintaining an elevated tenant experience and operational
    compliance.
     
  • Set strategic goals for operational efficiency and increased productivity.
     
  • Foster relationships with division heads, external partners, and vendors to drive decisions regarding
    operational activity and strategic goals.
     
  • Develop, implement, and monitor day-to-day operational systems and processes to provide eye-level
    visibility into the portfolio's goals, progress, and obstacles of critical initiatives.
     
  • Work with the CEO to develop strategies supporting portfolio-wide business growth; identify and
    implement improvements to maximize output and minimize costs.
     
  • Consistently analyze current operational processes and performance; provide data-based solutions for
    improvement where necessary.
     
  • Provide oversight to project managers in the development of financial and budgetary plans.
     
  • End to End management of new construction; facilitate negotiations and manage stakeholder
    expectations throughout leasing and TI process.
     
  • Provide oversight in the contractor bidding process; review and approve SOW and milestone schedule.
     
  • Promote and implement HR programs; provide supervision over recruiting, orientation, training, coaching,
    and development of employees. Work with Human Resources to develop a leadership culture based on
    care, clarity, curiosity, and agility; create and maintain an environment of mutual trust and productivity.
  • Organize and maintain an operational working knowledge of the KPIs for the portfolio of 137 salons and
    utilize metrics to analyze issues and opportunities for each location and the business of the entire portfolio. 
  • Implemented a maintenance reporting platform to streamline service requests of 8K+ tenants.
     
  • Implemented an anonymous feedback platform for tenants to ensure honest and transparent feedback.
     
  • Optimized the leasing program by automation of application processes and payment management.
     
  • Worked to ensure compliance with all Standard Operating Procedures, Operations Assessment Reports,
    and brand standards; facilitated the development of corrective action plans to include milestones and
    timetables where appropriate.
  • Conduct weekly meetings with on-site leadership teams virtually.
     
  • Bi-weekly on-site visits, random and routined.

Education

The Scrum Alliance - CSM

GREC -Ga licensed Realtor 

USAF- Info Management Systems 

Stephenson High School - HS Diploma

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