Hailey O'Donnell
Hailey O’Donnell is a seasoned Strategic Service Operations Leader with over 12 years of experience overseeing multi-state field service operations across 12 states. Based in Houston, Texas, she specializes in stabilizing and scaling service departments, optimizing technician utilization, improving SLA performance, and aligning operational strategy with revenue and profitability goals. Throughout her career at TriMark USA, Hailey has led dispatch operations supporting national and regional chain accounts, partnering closely with service managers, technicians, sales, finance, and executive leadership to drive measurable business results. Hailey’s journey is rooted in perseverance and hands-on experience. She began at TriMark USA as a temporary employee shortly after moving to Texas, working in purchase order processing while balancing side work as a waitress. Through determination and a deep understanding of service operations, she advanced through multiple roles—from applications, install, and tech dispatch, to lead dispatcher with direct reports—ultimately growing into her current leadership position. Her expertise lies in designing and maintaining processes that ensure seamless operational workflows and exceptional customer service, making her a reliable point of contact for teams and clients across the country. Hailey is most proud of building a recognizable and trusted presence within her company, known from California to Maryland as someone who delivers results and keeps operations running smoothly. Her professional focus emphasizes process management, team support, and problem resolution, with a clear goal of creating service infrastructures that drive efficiency, growth, and long-term customer retention. Beyond operational excellence, she values reliability, consistency, and the ability to make a meaningful impact in the commercial foodservice equipment service industry.
• Employee of the Year
• Breast Cancer Organization Donations
What do you attribute your success to?
I attribute my success to the people I work with - holding me down when I've wanted to run away. There have been plenty of times where I've wanted to run away, and they're like, no, you can't. Just having that family atmosphere where I work, and knowing I can rely on them when things get bad - they've definitely kept me motivated to stay where I'm at. That support system, that sense of family, and knowing people have my back when things get tough is what has made all the difference in my career.
What’s the best career advice you’ve ever received?
The best career advice I've ever received is that the world's not coming to an end. Just because things get crazy and you feel like your world's falling apart, I have to remember - I'm not a doctor, no one's dying. Just take a deep breath and step back for a minute. When things fall apart, it's not the end of the world. That's probably the best advice I've ever gotten, and it's helped me through a lot of stuff, especially when things get crazy. It keeps me grounded and helps me maintain perspective when the pressure is on.
What advice would you give to young women entering your industry?
I definitely work in a man's field, so my advice is to stay focused, stay motivated, and stay consistent. We are capable of running a service department just like a man is. But also, learn from them as well, because obviously they're going to have more of a technical background. I've learned a lot from the men I work with. I know a lot of women's mindsets are like, oh, I'm a woman, and I can do everything a man can. Well, reality is that we can't do everything exactly the same way. So just own up to that, and then just keep learning. You can be in the service field and make a difference and be known for the work you do.
What are the biggest challenges or opportunities in your field right now?
The biggest challenge right now is that things are expensive, and it's unfortunate to see a lot of restaurants and businesses closing down. That happens a lot in the restaurant service industry, and it's a huge challenge for us because obviously we're losing customers. At the same time, while customers are closing, there are people opening up as well, so there's always the possibility to expand in the business. It's a constant balance between losing established customers and finding new opportunities with businesses that are just starting up.
What values are most important to you in your work and personal life?
The values most important to me are recognition - I think that motivates me by nature to keep moving forward and keep trying to be better and better. Then there's ownership of my work and accountability. I take pride in running things, not just participating in them. Growth with a purpose is important too - moving up and making a name for myself. As far as my personal life, it's my kids loving me and being a good mom. I want to prove that I can do both - be a good worker and a hard worker, and then still come home and be a good mom and wife. Showing my kids that there are possibilities that can be accomplished, and proving that balance is possible in the industry we're in.