Kelsey Fons

Fractional Operations Partner

Spahro • ZZP

Sep 2018 - Present • 7 yrs 8 mos

I partner with founder-led and growth-stage organizations to bring clarity, structure, and steady execution to complex work. My role is to reduce operational strain without overbuilding systems. Engagements typically involve clarifying workflows, defining ownership, simplifying decision-making, and introducing thoughtful automation that supports people rather than replacing them. Representative engagements include: Growth-Stage Ecommerce Founder Stabilized operations during rapid growth by restructuring workflows and sequencing. Reduced founder manual workload by 50% through clarified ownership and lightweight automation, restoring strategic focus and sustainable momentum. Multi-Brand Rules Alignment and Departmental Transformation Led the unification of over 1,000 pages of operating rules across three brands, aligning cross-functional stakeholders and unlocking stalled initiatives. Delivered the consolidated framework on time while reducing internal friction and improving execution clarity. Brokerage Acquisition and Operational Integration Directed operational integration during a 13-office acquisition, standardizing onboarding and internal processes across 60+ offices. Improved productivity by 15% and reduced onboarding time by 20% through structured rollout and clear accountability. Helpline Database Modernization Replaced an externally managed helpline database with an internally owned system, increasing reporting efficiency by 250% and restoring real-time data visibility. Enabled faster decision-making and supported $75K in new funding through improved analytics clarity. Additional engagements include global change leadership for enterprise HR systems, digitization of legacy reporting processes, and operational design and launch of a brand-aligned wellness center.

Director of Operations

Fiserv • Fulltime

May 2023 - Jun 2025 • 2 yrs 1 mo

Led complex, cross-functional operational initiatives within a highly regulated financial services environment, driving clarity and execution across multiple product networks. Key contributions included: Network Operating Rules Unification Directed the consolidation of over 1,000 pages of operating rules across three major payment networks, aligning 10 product stakeholders and delivering a unified framework within four months. The initiative resolved years of stalled alignment and unlocked downstream operational progress. Process Simplification and Sponsorship Modernization Redesigned the sponsorship onboarding process by simplifying client-facing documentation and digitizing internal workflows. Improved ease of engagement by 50% while increasing cross-team coordination and operational transparency. Operational Team Build and Governance Leadership Hired and developed a new Network Administration team, bringing the group to role readiness within three months. Served as subject matter expert for Network Operating Rules, leading biannual updates and client-facing education sessions. Systems and Data Collaboration Partnered on the development of a data management tool to improve visibility and internal reporting across Network Operations. Throughout tenure, led process improvement initiatives that increased team efficiency by 150% while maintaining compliance integrity across STAR, Accel, and MoneyPass networks.

Global Change and Adoption Lead

Tangata LLC • Fulltime

Feb 2022 - Jan 2023 • 11 mos

Led large-scale organizational change initiatives across international healthcare and hospitality environments, translating complex system transitions into clear, human-centered adoption strategies. Key engagements included: Global HR System Rollouts Directed change strategy and learning design for enterprise HR implementations across seven countries, delivering live workshops and structured training that accelerated user confidence and sustained adoption across diverse digital skill levels. Frontline Workforce Enablement Designed change readiness plans and communication strategies for hospitality teams navigating system transitions, ensuring clarity for frontline roles and minimizing operational disruption. Career Development Platform Design Partnered with product and UX teams to shape a 500-user career development application, integrating process mapping and iterative testing to create an intuitive experience grounded in real behavioral patterns.