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Shane Bores

@shanebores

Senior operations and workforce management leader with 15+ years driving operational excellence, KPI performance, and workforce strategy.

United States

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What I'm looking for

I’m looking to lead workforce and operations strategy that improves KPI performance, labor efficiency, and partner/customer outcomes. I want a culture that values data-driven decisions, continuous improvement, and developing high-performing teams.

I’m a Senior Operations & Workforce Management leader with 15+ years of progressive experience improving operational excellence across workforce management, customer service, and multi-site environments. I’m known for servant leadership, data-driven decision making, continuous improvement, and developing high-performing teams.

Throughout my career, I’ve led cross-functional teams and supported a national network of 1,000+ third-party service providers, driving operational performance, compliance, service quality, and customer satisfaction. I’ve managed labor strategy and operational programs, including inventory forecasting, supply chain coordination, and change initiatives that strengthen partner performance.

Most recently, as a Workforce Manager, I directed workforce planning, forecasting, scheduling, and capacity management—reducing workforce shrinkage from 25% to 10% while maintaining KPI performance within target. I also built executive Power BI dashboards and improved staffing efficiency through forecasting and historical trend analysis, and I’m bringing that same operational rigor into every role.

Experience

Work history, roles, and key accomplishments

Current

Front of House Manager

Current

Midtown Eateries

Mar 2026 - Present (4 months)

Led daily front-of-house restaurant operations, including staffing, scheduling, service delivery, and operational performance. Coached employees, monitored labor costs and compliance, resolved guest concerns, and implemented continuous service improvements.

Operations Management Staffing Scheduling Customer Service Inventory Management & Compliance Service Delivery Process Improvement Coaching Training

Workforce Manager

Essex Mortgage

Jan 2025 - Jan 2026 (1 year)

Directed workforce planning, forecasting, scheduling, and capacity management to support business objectives. Built executive Power BI dashboards and reduced workforce shrinkage from 25% to 10% while maintaining KPI performance.

Workforce Planning Forecasting Scheduling capacity management KPIs Power BI Executive Reporting Stakeholder Management

Regional Operations Manager

Asurion

Jan 2018 - Jan 2024 (6 years)

Managed regional operations supporting a national network of 1,000+ third-party service providers. Led cross-functional teams for operational performance, compliance, service quality, and customer satisfaction, while implementing operational improvements to strengthen partner performance.

Operations Management & Compliance Service quality Customer Satisfaction Change Management Inventory Forecasting Supply Chain Coordination Stakeholder Management

Operations Supervisor

Asurion

Jan 2012 - Jan 2018 (6 years)

Supervised customer service teams by driving workforce planning, coaching, and KPI execution. Managed scheduling, quality assurance, attendance, and service-level performance, and led pilot programs, new team launches, and corrective action planning.

Customer Service Workforce Planning Coaching Performance Management KPIs Scheduling Quality Assurance Attendance Management Team Leadership

Team Lead

Asurion

Jan 2009 - Jan 2012 (3 years)

Coached frontline associates to improve customer satisfaction and operational performance. Managed complex customer escalations, supported onboarding with training documentation, and contributed to process improvements while maintaining quality and compliance standards.