Shannon Hill

Founder & Principal

I didn't set out to work in operations. No little girl dreams wistfully of optimizing workflows. Early in my career, I just kept running into problems that needed solving—processes that didn't exist, systems that were breaking, gaps that were causing friction. So I built what was needed. I didn't know what an "SOP" was. I just saw the need and figured it out how to make the solutions repeatable. That pattern resurfaced everywhere I worked: someone would need structure, I'd build it, and it would work. Eventually I realized this wasn't just problem-solving—it was operations. And I was unusually good at it.

I've spent 10 years being the person departments and companies bring in when they need operational infrastructure built from scratch or rebuilt entirely.

• I’ve operationalized in-house marketing processes so that they weren’t reinventing the wheel with every campaign.

• I’ve created processes and touchpoints for automotive service departments to boost and maintain manufacturer customer satisfaction scores, even during disruptions like active, prolonged construction work.

• I’ve helped law firms recover millions in settlement revenue by creating and optimizing case-tracking processes and procedures.

• I’ve worked with legal marketing and case acquisition partners, optimizing CRM architecture to support growth, building and scaling teams across intake, fulfillment, quality assurance, and account management, and creating the infrastructure required to serve clients reliably at scale.

• I’ve scaled agency operations to improve workflows across the organization, including recruiting, business development, project management, financial tracking, and interdepartmental collaboration.

The pattern across all of this? I specialize in building operational structure during periods of growth or transition—when companies need systems fast, but done right.