Michelle Brown is a senior executive with expertise in commercial growth, customer experience and large-scale operations across travel, hospitality and live events. As Senior Vice President of Commercial & Operational Excellence, she leads the US field sales organization and is responsible for aligning the company’s workforce excellence team, driving operational best practices, overseeing cross-functional project management initiatives and scaling service excellence across the business.

Before joining Encore, Michelle served as Vice President of Digital Products and Analytics at United Airlines. She also served as CFO of Commercial Business Units, Managing Director of Airport Operations and Managing Director of the MileagePlus loyalty program. Michelle previously served as a consultant and team leader for Bain & Company and held various leadership roles at American Airlines.

Michelle earned a Bachelor of Science in Economics from Duke University and her MBA from the University of Michigan. She is involved in a variety of industry and community organizations, including serving as a member of the Economic Club of Chicago and on the boards of AHEAD and the Choose Chicago Foundation. Michelle lives in Chicago and is a proud mom. Outside work, she enjoys biking along the Chicago lakefront.