Stewart Gilmore

Accomplished, data-driven Operations Executive and MBA with 15+ years of progressively responsible leadership experience directing multi-tier teams, multi-million dollar financial frameworks, and complex customer experience structures. Proven expert in managing first- and second-level supervisors, establishing robust KPI/SLA metrics, and driving large-scale continuous improvement initiatives. Highly skilled in cross-functional stakeholder collaboration, workflow automation, and change management (PROSCI) to deliver exceptional operational efficiency, compliance, and organizational growth.

Owner/Operator - TUEY'S Q BBQ CATERING AND COACHING - Holladay, UT

(2025-01)

• Direct end-to-end business operations, corporate client management, logistical frameworks, and materials sourcing.
• Formulate, execute, and monitor annual budgets; manage monthly account reconciliations, invoicing, and vendor contract negotiations to optimize cost efficiency.
• Develop and implement strategic continuous improvement initiatives to enhance service standards and customer retention.

Senior Manager, Customer Experience & Support Operations - WESTERN GOVERNORS UNIVERSITY (WGU) - Salt Lake City, UT (Remote)

(2019-01 - 2025-01)

• Led and developed a high-performing team of customer operations professionals, managing day-to-day operations and scaling structures to support fast growth without degrading service quality.
• Provided direct leadership, professional boundary coaching, and career development pathways to first-line and second-level managers.
• Established and managed rigorous SLA and KPI metrics; engineered custom Salesforce dashboards and internal reporting models to drive data-backed operational adjustments.
• Initiated comprehensive business process and workflow analysis, partnering with Product, IT, and Finance teams to implement scalable system enhancements and automated solutions.
• Cultivated an environment of excellence centered on mutual respect, high morale, and cross-functional transparency.

Senior Manager, Operations & Customer Solutions - UTAH HIGHER EDUCATION ASSISTANCE AUTHORITY (UHEAA) - Salt Lake City, UT

(2008-01 - 2019-01)

• Directed day-to-day operations for a high-volume, state-regulated customer solutions and transaction-heavy division, scaling personnel from 40 to over 100+ multi-level employees.
• Supervised secondary team leaders and supervisors, managing recruitment, performance metrics, dispute resolutions, and division-wide performance standards.
• Administered the division's complex annual budget; led monthly resource reconciliations, quantitative fiscal analysis, and quarterly written variance reporting.
• Designed and monitored financial processing queues (invoicing, billing, adjustments), prioritizing cost reduction, timely execution, and complete regulatory compliance.
• Maintained strong institutional partnerships and upchain communication with senior leadership, executive boards, and external partner agencies to seamlessly align programmatic goals.
• Served as an organizational catalyst for change management (PROSCI) to evaluate proposed systems and integrate new corporate initiatives smoothly.

Master of Business Administration - MBA - Brigham Young University

Bachelor of Arts - Spanish Language, Literature and Culture - University of Utah