Operations & Business Systems
I lead business operations, build practical reporting systems, and manage the workflows that keep teams aligned. With 15+ years of experience across operations, customer support, and business systems, I direct service delivery, optimize CRM workflows, and manage operational quality across multi-site organizations.
Illustrative charts, not measured results or live data. Labels summarize prior work.
[ 01 ] What I do
I build reliable operational infrastructure and lead the ongoing service delivery, quality audits, and team cadences that keep organizations running smoothly.
I design reports around the decisions a team needs to make, with consistent definitions and enough detail to investigate a result.
I gather requirements, map the workflow, and direct the build. I test behavior against those requirements and document how the tool works.
I manage the operational lifecycle beyond system launch, including team enablement, procedural compliance, tier-2 escalation triage, and vendor contract management.
[ 02 ] Selected work
Start with the Improvement Roadmap I built and supported during my nonprofit work, then explore Plumb, an operations tool in development. Both public demonstrations use invented data.
Implemented system · Rebuilt as a demo
I built the Improvement Roadmap in Google Sheets and relational databases for a national nonprofit with 30+ sites. It combined monthly targets, a 6-tier improvement scale, and site and regional reporting. I created onboarding materials, trained users, added automated monthly reports, and continued supporting the system after rollout.
The program performance team developed the accompanying guidance, pairing results with questions and recommended actions. The public reconstruction below demonstrates the framework with fictional data; it is not the original internal system.
Invented organization, invented sites, invented numbers. Nothing from the original data appears here. Change the month or the year-to-date total and watch a site move between tiers.
Operations tool in development · Public demo
I am developing Plumb to explore how small organizations could manage improvement work using Google Workspace, from intake and goal tracking to review and follow-up.
I defined the requirements, data and access model, and acceptance criteria, then directed AI to build the software. I tested each layer before approving the next, including permission levels and conflicting edits. The client-ready version is still in development.
The public demo uses invented data to show the approach. It runs in your browser without connecting to Google Workspace and is not evidence of a production-ready business system.
[ 03 ] About
My background includes 15+ years across workforce development, business systems, and customer support. I have worked on reporting and process improvement, supervised staff, and supported software releases through testing and documentation.
I spent a decade at a national workforce development nonprofit, with the last 6 years focused on reporting and business systems across 30+ sites and 9 regions. I also evaluated employment-verification vendors and managed a change that reduced monthly costs from a five-figure amount to a few hundred dollars.
Today, I provide operations and systems consulting for a growing small business. Recent engagements include auditing operational bottlenecks, establishing intake and tracking infrastructure, and directing a focused 6-week execution roadmap.
Operational ownership continues well after launch. I managed ongoing operational reviews, monitored system data hygiene, triaged complex cross-functional escalations, audited documentation quality across field sites, and mentored staff to protect operational fidelity and daily system adoption.
[ 04 ] Toolkit
What I do
Tools I have used
My strongest experience is in Salesforce reporting, Google Workspace, relational databases, and Excel. I use Claude and ChatGPT for build work, defining requirements and testing the resulting behavior.
[ 05 ] Where this matters most
My work in workforce development focused on reducing reporting effort and helping staff use program information effectively. I apply that experience to improving workflows so teams can spend more time on service delivery.
[ 06 ] How I work
Gather requirements from the people using the process and clarify the problem to be solved.
Map the workflow, data requirements, and access rules.
Develop the tool against agreed requirements.
Conduct user acceptance testing and document issues for resolution.
Author standard operating procedures (SOPs) and lead staff onboarding for consistent execution.
Manage ongoing service delivery, monitor SLA performance, audit record quality, coach frontline teams, and refine systems based on operational feedback.
[ 07 ] Contact
I am targeting full-time roles in Operations Management, Customer Operations, Support Operations, and Program Operations. Building effective tools and workflows is only the foundation. Beyond systems implementation, I provide full-lifecycle operational management: directing day-to-day service delivery, supervising and mentoring frontline teams, triaging complex escalations, enforcing SLA accountability, managing vendor contracts, and conducting quality audits across multi-site operations. Based in New York, NY and open to remote, hybrid, or onsite roles.
rodney@rodneyjohn.com