Michelle Holmes
Fractional COO | Operations Executive | Business Scaling & Execution Leader
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About
Operations Executive and Fractional COO with 13+ years of experience helping organizations scale through operational excellence, leadership development, and execution discipline. Proven success leading multi-site and international operations, managing teams of 400+ employees, overseeing multimillion-dollar budgets, and building systems, reporting structures, accountability frameworks, and workflows that enable sustainable growth.
Experience
Founder & Fractional COO at FLOURISH & THRIVING SOLUTIONS (2022-01 – Present)
- Serve as a strategic operations partner to founder-led organizations ranging from $500K to $15M in revenue.
- Design and implement KPI dashboards, accountability frameworks, SOPs, and reporting systems.
- Lead cross-functional execution across operations, finance, customer experience, and project management.
- Facilitate strategic planning, operational assessments, and leadership development initiatives.
Vice President of Client Services at CUSTOMERHD (2021-01 – 2022-12)
- Led multi-site operations across the United States, Belize, and Manila supporting 400+ employees.
- Managed approximately $12M in operational responsibility while partnering with executive leadership on growth strategy.
- Built the operational framework supporting scalable U.S., nearshore, and offshore delivery models.
- Increased organizational growth capacity by 300% through organizational redesign and process improvement.
- Established KPI tracking, workforce planning, and operational reporting systems.
- Scaled headcount by 200% while maintaining operational performance.
Senior Director, Customer Engagement & Operations at CAFEPRESS | SHUTTERFLY | SNAPFISH (2013-01 – 2021-12)
- Managed a $5M operating budget and workforce ranging from 45 to more than 300 employees.
- Served as the Voice of the Customer at the executive level, influencing operational and strategic decisions.
- Led customer operations across five brands through acquisition, merger, and integration activities.
- Developed quality, compliance, and operational governance programs supporting GDPR, PCI-DSS, and CCPA requirements.
- Created KPI frameworks, reporting structures, and executive dashboards to improve visibility.
- Reduced fraud-related losses by 23% and customer returns by 26%.
Education
B.A. – Mississippi State University
