Donovan User

Oversees operations for six clinics, leading direct and indirect teams to drive operational excellence, financial performance, and patient care. Leads workforce planning, provider scheduling, service line optimization, regulatory compliance, and cross-functional process improvement initiatives.

Leads daily clinic operations to ensure efficient patient flow, high-quality care, and compliance with OSHA and HIPAA standards. Develops workplans and KPIs, expands access to care, and drives workflow optimization and quality improvement initiatives.

● Designed and launched a seller journey mapping framework that identified critical pain points across fulfillment,
delivery, and returns, reducing seller escalations by 15%.
● Coordinated across product, operations, and policy teams to align priorities, resolve blockers, and maintain execution
momentum.

● Led an org-wide grocery product assortment refresh project that increased sales by 5% and reduced shrink by 10%
across multiple categories.
● Performed root-cause analyses to remove operational bottlenecks, improving process efficiency by 26%.
● Launched a $500K sustainability pilot delivering 12% shrink reduction, $725K revenue growth, and +8% customer
satisfaction.

● Achieved a 98% on-time delivery rate for store launches by leading cross-functional planning of planograms and
fixture installations.
● Spearheaded a fixture shortage resolution initiative, saving $20K/day in launch costs.
● Partnered with vendors, field teams, and inventory planners to ensure program readiness, delivering status updates
through weekly dashboards.

Led execution of enterprise-wide continuous improvement program delivering 5% cost reduction and 10% efficiency
gain.
● Identified critical operational gaps, authored new SOPs, and facilitated field adoption to decrease store closures by
70%.
● Reduced customer wait times by 25% across 30 stores by leading a 45-day point-of-sale (POS) system deployment
project.

Managed a team of hourly associates, improving productivity and reducing defects through coaching and process controls. Implemented performance recognition and safety protocols to improve attendance and reduce incidents.

Accountable for district merchandising category direction and performance in alignment with corporate merchandise strategy. Led and empowered direct and indirect teams, driving store sales growth and improved project completion through structured execution plans.

Delivered budgeted volume and profit goals by driving early planning, assortment optimization, and strategic buy decisions. Managed a capital budget and led physical merchandising installations across many locations to support rollouts and customer experience improvements.

Launched a division-wide incentive program and drove regional sales growth through coordinated marketing and merchandising rollouts. Led a turnaround strategy for a key product line using root-cause analysis and retraining, and developed new product offerings to generate incremental revenue.

Earned a Bachelor of Science in Operations Management. Completed academic coursework supporting operations, process management, and continuous improvement.

Completed Lean Six Sigma Yellow Belt certification training.

Completed an Agile and Waterfall Project Management certification program.

Completed Scrum Master certification training.