Laura Hoxie

About Laura Hoxie

I spent 20+ years inside high-growth organizations leading the functions that determine whether growth actually works: customer experience, operations, enablement, and brand. I have operated across 40+ global markets, led teams through rapid scaling, and built the operating models that allowed organizations to grow without their customer experience or internal systems falling apart in the process.The numbers tell part of the story. Transformations that reduced service delivery costs by 30%,$10M+ in annual savings delivered, and customer satisfaction improvements of 8+ points year over year. But the more honest version is that I spent two decades watching the same pattern repeat. Organizations would invest heavily in strategy and then watch execution fall short, not because the people were wrong, but because the systems, structures, and accountability were not designed for the ambition the business was chasing.That pattern is what led me to found BTR Advisory. I now work with leadership teams at the point where growth, change, or ambition has outpaced the structure underneath it. My work is diagnostic before it is prescriptive. I assess how the organization actually operates, identify where the misalignment sits, and design changes that teams can realistically adopt and sustain.I work across customer experience, operational excellence, organizational design, and transformation, delivered through advisory, project-based, or fractional leadership engagements. Every engagement is different because every organization\'s version of the problem is different.If you lead an organization where the strategy is sound but the execution, systems, or team alignment are not keeping pace, I would welcome a conversation. Reach out directly or book a 30-minute exploratory conversation here: https://calendar.app.google/rPLRBXj3bGtJ6H9m6Based in Phoenix. Working with leadership teams across the US and internationally.

Experience

1. Founder

   Btr Advisory

   Jan 2026 — Present

   BTR Advisory is an operator-led consulting and advisory practice focused on helping organizations align systems, teams, and experience to drive sustainable performance.I partner with leadership teams during periods of growth, change, or transformation to bring clarity, discipline, and execution to complex operating environments. My work sits at the intersection of customer experience, operations, organizational design, and technology enablement.Engagements span advisory partnerships, defined project work, and fractional CX and Operations leadership, depending on client needs.Areas of focus include:• Designing scalable customer and employee experiences• Operating model and workflow redesign• Cost structure optimization and performance management• Organizational design, accountability, and decision rights• Transformation initiatives, including technology and automation enablementBTR’s approach is structured and human-centered—prioritizing solutions that teams can adopt, sustain, and build on long after the engagement ends.

Education

• University of Michigan - Stephen M. Ross School of Business

  Master of Business Administration, Emphasis in Marketing & Strategy

  2011 — 2013

• Cornell University

  Bachelor of Science, School of Hotel Administration

Skills

• Forecasting
• Sales
• Analytics
• Business Strategy
• Account Management
• Management
• Entrepreneurship
• Strategic Planning
• Leadership
• Hospitality
• Marketing Strategy
• Business Development
• Food & Beverage
• Business Planning
• Operations Management
• Marketing
• Networking
• Competitive Analysis
• Product Management