DBA, Harvard Business School, Harvard University, 2020; MBA, Harvard Business School, Harvard University, 2003; BS, Massachusetts Institute of Technology, 1997
Service operations, behavioral operations management, human emotion and automation in service design, technology, strategic marketing
Michelle Kinch’s expertise is in the area of behavioral operations management. She uses both laboratory and field experiments to develop insights into how the balance between automation and human presence influences customer and employee engagement—particularly in emotional service settings. As a researcher, consultant, and board director, she has worked to guide operational design choices for companies of all sizes within financial services, health care, and technology in global markets. Kinch’s research draws on a depth of her professional experience as a product management and development executive in financial services. Having previously served as a senior vice president and brand strategist for the research team at LPL Financial and a vice president in asset allocation at Fidelity Investments, she has, across a 15-year career, had product management responsibilities that spanned mutual funds, managed accounts, and online planning tools. Kinch is also a Chartered Financial Analyst.