Mike Featherstone · Featherstone Ops
Operations help for small businesses.
Operations management, coordination, process cleanup, and simple systems, so your team runs the same way every day and you stop being the bottleneck.
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Practical, hands-on work drawn from twenty-plus years running sales, service, and support operations.
Operations management
Day-to-day ownership of how the work gets done: priorities, schedules, follow-through, and keeping sales, service, and field teams moving in the same direction.
Process cleanup
Find the steps that waste time or cause errors, redesign them, and write them down so anyone on the team can follow them. Change management included, not bolted on.
KPI scorecards & systems
A clear scorecard and a regular review cadence, plus practical setup in the tools you already use: CRM (including Salesforce), Microsoft 365 and Excel, Google Workspace, and dashboards.
Team & vendor coordination
Coaching and quality routines for your people, and one shared set of expectations for outside partners and vendors, including the ones who don’t report to you.
About Mike
I’m Mike Featherstone. I’ve spent more than twenty years leading sales, service, and support operations in banking, retail, and home services. My approach stays the same: set a clear scorecard, coach the behaviors that move it, and build agreement with the people involved, including those who don’t report to me.
Most recently I was Sales & Marketing Director at a home-improvement company in Portage, where net sales grew from $9.8M to $12.4M. Before that I spent ten years at PNC Bank, including a Vice President role supporting about 200 sales agents and their leaders, where I redesigned a bank-wide disclosure from 5–7 minutes down to about 90 seconds. Earlier, as a General Manager at Staples, I ran a store that finished in the top 10% nationally.
I use practical AI tools for analysis, process design, and drafts, and a person always reviews the work.
- Experience20+ years in operations leadership
- IndustriesBanking · Retail · Home services
- StrengthsProcess redesign · KPI scorecards · Coaching · Vendor governance
- EducationA.S., Organizational Management, Spring Arbor University
- LocationKalamazoo area, Michigan · Remote-friendly
- CommunityAdjutant, Sons of the American Legion Post 484
How it works
Simple and direct, with no long onboarding.
Talk it through
A short conversation about what’s getting stuck: the work, the tools, and where things break.
Agree on the plan
A clear scope, a few measures that show whether it’s working, and who owns what.
Do the work & hand it off
Hands-on cleanup and setup, then documented processes your team can run without me.
Contact
Tell me a little about your business and what you’d like to fix. I’ll reply personally.
Email: hello@featherstoneops.com
Also building: Quorum, a meeting-minutes tool for small organizations.