Heather Kenyon

Experienced operations leader with 20+ years of progressive experience managing high-volume, complex operations, including 7+ years leading operations through frontline supervisors. Proven ability to align people, processes, resources and operational priorities to consistently achieve SLA, safety, quality, service and productivity objectives. Experienced in workforce planning, staffing, employee development, performance management, operational compliance, business analysis and continuous improvement.

Strong background in warehouse and distribution operations, including outbound and inbound processing, sorting, loading, dispatch and resource allocation. Recognized for strong problem-solving, accountability, cross-functional collaboration and developing employees to achieve operational and organizational goals.

Operations Manager - UPS (United Parcel Service) - Columbus, OH

(2019-01 - 2026-08)

Managed high-volume distribution operations using UPS proprietary warehouse and package-processing systems (WMS/WES and transportation-management equivalent), including package flow, scanning, sortation, dispatch, exception management, and productivity/service performance — functionality closely aligned with Manhattan and SAP environments.

• Lead daily operations in a high-volume distribution environment through a team of frontline supervisors, aligning people, processes and resources to meet SLA commitments and achieve safety, service, quality, and productivity objectives.
• Provide direction, coaching and performance guidance to supervisors, establishing clear expectations and driving accountability for SLA attainment and team results.
• Oversee staffing, workforce planning, operational assignments and resource allocation to ensure SLA requirements and customer commitments are consistently met.
• Support hiring, onboarding, training and development by identifying talent, selecting candidates, coaching leaders and establishing development opportunities for employees.
• Monitor operational and SLA performance through business metrics, trend analysis and exception reporting to identify performance gaps, determine root causes and implement corrective actions.
• Develop and execute operational improvement plans designed to increase efficiency, productivity, SLA compliance, service performance and overall operational execution.
• Analyze labor performance, business activity and operating trends to identify opportunities to improve financial and operational performance.
• Monitor budgets and business activity against short- and long-term objectives, balancing operational requirements with available resources.
• Lead compliance with OSHA, DOT, corporate safety standards and established policies and procedures while promoting a culture of safety and accountability.
• Partner with management and cross-functional stakeholders to resolve operational challenges, establish consistent processes and implement effective solutions.
• Communicate operational priorities, SLA expectations, policies, procedures, quality expectations and performance requirements to supervisors and employees to promote consistent execution.
• Apply data analysis, critical thinking and root-cause problem solving to resolve day-to-day and moderately complex operational issues.
• Develop business improvement strategies based on operational trends and SLA performance gaps to reduce inefficiencies and strengthen execution.
• Maintain operational records, reports and performance information to support business decisions, accountability and continuous improvement.

Supervisor — Multiple Operations Roles - UPS (United Parcel Service) - Columbus, OH

(2006-05 - 2019-01)

• Package Dispatch Supervisor (6 Years): Analyzed daily operational and dispatch performance, including SLA and service-level results, to optimize service levels, improve route efficiency and support business objectives. Evaluated package volume, cost-per-piece, SLA compliance, service performance and operational trends to identify opportunities and implement corrective actions. Developed and adjusted operational plans in real time in response to changing volume, staffing and business conditions w
• On-Road Supervisor (4 Years): Directed daily performance of package delivery personnel while maintaining compliance with safety regulations, company policies, SLA requirements and service standards. Assessed employee training and development needs and implemented individualized development plans to improve performance, engagement and productivity. Coached employees on performance expectations, operational standards and professional development while addressing performance concerns and reinforcin
• Operations Supervisor (3 Years): Managed outbound warehouse operations, including sorting, loading, staffing and dispatch activities, to ensure efficient and timely execution within SLA timeframes. Coordinated daily staffing plans and assigned resources based on operational requirements, workload and business priorities. Analyzed operating plans, performance metrics and exception reports to identify SLA risks and develop solutions to operational challenges. Maintained high standards for quality,

Bachelor's Degree - Business Administration - Heritage College