Michelle Holmes

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.

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%.

B.A. – Mississippi State University