Brian Nelson

Senior operations executive with 15+ years of progressive leadership in national healthcare and enterprise service environments. Proven track record of scaling high-performing teams, driving process optimization and cost reduction, and executing complex multi-site implementations. Skilled change management and stakeholder engagement leader who establishes clear KPIs, develops talent, and delivers operational excellence across distributed teams.

National Director of Field Service - Daniels Health - Cincinnati, Ohio

(2022-12 - 2026-04)

Directed all U.S. field service operations and led enterprise-wide initiatives across national healthcare operations.

• Scaled the national team from 100 to 300+ personnel within 3 years through strategic workforce planning and change management
• Spearheaded enterprise-wide cost reduction strategies, delivering approximately in annual operational savings through targeted process optimization and resource efficiency
• Partnered with customers and cross-functional stakeholders on-site to identify cost drivers and implement solutions, resulting in documented client-facing cost reductions
• Orchestrated national implementation programs for new customer installs across acute and non-acute healthcare settings, leading cross-functional teams of 10 to 15 implementation specialists per project
• Established and tracked KPIs across the national field service organization using Salesforce, leveraging performance data to drive accountability, coaching decisions, and operational improvements
• Utilized RouteOptix to optimize field service routing and scheduling, improving operational efficiency and reducing costs across the national team
• Facilitated national field service summits, aligning 300+ team members on strategic priorities, performance targets, and workforce development goals
• Cultivated senior-level stakeholder relationships with key customers and internal leadership, serving as the primary escalation point for national field service concerns

Regional Field Service Manager - Daniels Health - Midwest and New York regions

(2021-09 - 2022-12)

Managed regional field service operations across multiple states.

• Managed and developed 3 Service Managers and 45 Field Service Representatives across the Midwest and New York regions, conducting regular KPI reviews and individual performance coaching
• Oversaw service delivery and healthcare compliance for 45 acute healthcare sites, maintaining consistent performance standards across a complex multi-site portfolio
• Led full-cycle customer implementations from onboarding and pre-install site assessment through go-live, engaging cross-functional teams and managing stakeholder communications throughout
• Drove process optimization and cost reduction across regional operations, improving year-over-year
• Served as the primary stakeholder liaison for regional accounts, resolving escalations and strengthening long-term client relationships

Field Service Manager - Daniels Health - 4 states

(2020-09 - 2021-09)

Supervised field service teams across multiple hospital networks.

• Supervised 23 field service representatives and 3 supervisors across 18 hospital networks in 4 states, establishing clear KPIs and performance expectations to drive consistent service delivery
• Led cross-functional coordination across field teams, operations, and customer accounts to ensure healthcare compliance and service excellence across all accounts
• Identified and implemented process improvements that streamlined local and regional operations, contributing to an on-time installation rate
• Managed stakeholder relationships across 18 hospital networks, maintaining trust and transparency through proactive communication and issue resolution

Service Supervisor - Cintas - Milford, Ohio

(2016-05 - 2020-09)

Led service sales representatives and drove organizational growth and process optimization initiatives.

• Led and developed a team of 25 service sales representatives, establishing performance KPIs and conducting regular coaching to drive accountability toward in annual route revenue
• Drove change management through organizational growth, developing scalable onboarding and certification programs that reduced time-to-productivity
• Designed and launched a cost reduction and process optimization initiative recognized at the 2019 National Ergo Cup competition, improving workflow efficiency and reducing operational strain
• Created a structured new-hire buddy system that improved 90-day retention by strengthening talent development and reducing turnover costs
• Engaged cross-functional stakeholders including HR, operations, and senior leadership to align recruiting, training, and performance strategies
• Managed full-cycle talent acquisition including campus recruiting at Cincinnati and Dayton-area universities for management trainee candidates

Service Sales Representative - Cintas - Milford, Ohio

(2013-02 - 2016-05)

Built and expanded accounts with significant revenue growth.

• Earned two promotions within the first year, rapidly expanding account responsibility and territory scope
• Managed 100+ accounts generating approximately $750K+ in annual route volume
• Produced $30K+ per year in incremental corporate merchandise revenue through disciplined upselling and relationship management
• Drove consistent territory growth by introducing new and existing product lines to expand wallet share across the customer base

Graduate Assistant (Olympic Room) - Marshall University - Huntington, WV

(2007-07 - 2008-07)

• Assisted in the laundry cleaning of all Olympic sports
• Ordered shoes, gloves, and other products needed for the athletes
• Assisted in game day activities

Parks Supervisor - Valdosta Parks and Recreation - Valdosta, GA

(2005-10 - 2007-07)

• Assisted in park management
• Oversaw concessions
• Managed multiple employees
• Assisted in building out schedules for teams

MS - Sport Administration - Marshall University

BA - Criminal Justice - Valdosta State University