Operational Scalability: Dominick Fedele of Mastermind Cognitive Training On How To Set Up Systems, Procedures, And People To Prepare A Business To Scale
…Ultimately, managing reactively — instead of strategically — turns every challenge into a crisis. Investing in operational scalability ensures that growth is sustainable, predictable, and resilient, setting the business up for long-term success…
In today’s fast-paced business environment, scalability is not just a buzzword; it’s a necessity. Entrepreneurs often get trapped in the daily grind of running their businesses, neglecting to put in place the systems, procedures, and people needed for sustainable growth. Without this foundation, companies hit bottlenecks, suffer inefficiencies, and face the risk of stalling or failing. This series aims to delve deep into the intricacies of operational scalability. How do you set up a framework that can adapt to growing customer demands? What are the crucial procedures that can streamline business operations? How do you build a team that can take on increasing responsibilities while maintaining a high standard of performance?
In this interview series, we are talking to CEOs, Founders, Operations Managers Consultants, Academics, Tech leaders & HR professionals, who share lessons from their experience about “How to Set Up Systems, Procedures, And People To Prepare A Business To Scale”. As part of this series, we had the pleasure of interviewing Dominick Fedele.
Dominick Fedele is a senior executive leader with 20+ years of broad business experience in the consumer services industry. Has led multi-site customer focused businesses with P&Ls of $500m+, including management of field, regional, and corporate department operations. Has a proven track record of driving consistent business growth and value, while creating positive public and private stakeholder equity. His primary success skill sets include organizational leadership, strategic planning and execution, entrepreneurial approach, team building and motivation, and change management and efficiency. He has experience and success in developing start-up businesses, new product launches, and managing turnaround operations. His operational leadership and creative entrepreneurial skills, combined with his financial and analytic background, are key to his career success. Most importantly, he is focused on hiring strong personnel and then providing them with the company vision, necessary training and development, expectations on product delivery and customer satisfaction, and motivation to succeed. All his successes have come from the employees that he serves. He is driven by taking on new challenges and developing innovative and creative strategies to solve problems and achieve results.
Thank you so much for your time! I know that you are a very busy person. Our readers would love to “get to know you” a bit better. Can you tell us a bit about your ‘backstory’ and how you got started?
Thank you for the opportunity to share my journey. My career began in accounting, driven by a desire to understand the financial foundation of businesses while knowing I ultimately wanted a broader role. After gaining valuable experience as a Financial Operations Manager at McDonald’s, I transitioned into the education industry in an operational leadership role.
I discovered that managing general business operations allowed me to use my strengths in strategic planning, team building, and business scaling. Success as a multi-site operator led to executive roles where I focused on driving growth initiatives in an ever-evolving education market.
After leaving education, I took on the role of CEO of a franchise organization, where I adapted to a new business model in what became a turnaround opportunity. This allowed me to develop and implement creative strategies for success. One of those growth initiatives was the development of the Mastermind Cognitive Training platform, a technology-based brain training program designed to enhance cognitive performance. Seeing its potential, the platform was spun out into a standalone startup, where I now serve as its leader.
This career path has been a journey of adapting, innovating, and building, guided by my passion for growing businesses and creating value-driven solutions.
It has been said that our mistakes can be our greatest teachers. Can you share a story about the funniest mistake you made when you were first starting? Can you tell us what lesson you learned from that?
There’s definitely been no shortage of mistakes in my career, and I’m grateful for every one of them. As Henry Ford said, “Failure is simply the opportunity to begin again, this time more intelligently.”
One of my funniest — and most humbling — mistakes happened early in my career when I was a young leader riding high on confidence. The President of our division called a meeting with the three operational leaders of the business. I strolled into the room feeling ready — but without a pen or notebook. As I took my seat, the President looked directly at me and said, “I see you didn’t bring anything to write with. Did you ever stop to think I might have something important to say?”
He promptly sent me out to get my materials and expected me to return prepared. It was a small moment but a major lesson. From that day forward, I’ve never walked into a meeting without being fully prepared — ready to learn, contribute, and capture key takeaways. It was a simple but powerful reminder that showing up ready isn’t just about appearances — it’s about respecting others’ time and taking every opportunity to learn and grow.
What do you think makes your company stand out? Can you share a story?
Mastermind Cognitive Training is a startup that evolved from a concept I helped develop in my previous business. Seeing an idea take shape and grow into something meaningful has been incredibly rewarding.
Our platform delivers technology-driven cognitive training in a gamified format, designed to strengthen brain connections for enhanced information processing, memory retrieval, and decision-making. By improving essential cognitive skills like focus, memory, reaction time, inhibition control, and sensory processing, we help users perform at their best.
What sets us apart is how accessible and adaptable our program is. Users can train via virtual reality, tablet, or mobile phone, making brain training available whenever and wherever it fits into their lives. We also tailor our solutions to specific areas like education, sports performance, business productivity, senior wellness, and first responders’ readiness.
The most fulfilling part of what we do is seeing the real-life impact. Whether it’s a student boosting their grades, an athlete reaching peak performance, a professional earning a promotion, or a senior staying sharp — we help people unlock their potential. Few things are more satisfying than knowing the work you do makes a meaningful difference in people’s lives.
You are a successful business leader. Which three character traits do you think were most instrumental to your success? Can you please share a story or example for each?
The three traits that have been most instrumental to my success are being Communicative, Creative, and Action-Oriented.
1. Communicative
I believe in communicating openly, honestly, and clearly. People respond best when they have full context — whether it’s about decisions, goals, or challenges. Equally important is listening to the ideas and concerns of others, as collaboration often leads to the best strategies.
One example that stands out was during a business turnaround project where trust needed rebuilding with franchise partners. Transparent communication, coupled with regular check-ins, helped restore confidence and create a sense of shared purpose. Getting to the heart of the matter, even when conversations were tough, enabled us to break down barriers and work toward meaningful progress.
2. Creative
Creativity is essential when it comes to business growth and problem-solving. I’ve found that some of the best ideas come from thinking outside of established processes. Early in my career, I realized that staying too close to standard practices can stifle innovation.
To encourage fresh thinking, I regularly hold “creative solution” meetings where the team tackles open-ended challenges unrelated to our specific processes. This approach has led to unexpected, highly effective strategies that we might not have considered otherwise. For example, Mastermind Cognitive Training started as a conceptual idea that evolved through brainstorming sessions into the innovative platform it is today.
3. Action-Oriented
While I love brainstorming and strategizing, what matters most is taking action. Too often, great ideas stay on the whiteboard and never move forward. I’ve always made it a priority to turn every meeting into a plan of action with clear responsibilities and deadlines.
Mastermind is a perfect example of this mindset. What began as a general idea became a reality through step-by-step execution. By breaking the project into actionable goals, assigning ownership, and setting firm deadlines, we were able to bring the concept to life. In today’s world of remote teams and virtual communication, clarity, accountability, and follow-through have become even more critical for driving success.
These traits — communication, creativity, and action-orientation — have consistently helped me build strong teams, foster innovation, and turn ideas into results. They’ve been foundational throughout my career and continue to guide how I approach business challenges today.
Leadership often entails making difficult decisions or hard choices between two apparently good paths. Can you share a story with us about a hard decision or choice you had to make as a leader? I’m curious to understand how these challenges have shaped your leadership.
One of the toughest decisions I’ve faced as a leader has been balancing when to invest in growth versus running a lean, efficient operation. Both approaches have merit, but knowing when to pivot between them can be challenging.
Early in my leadership journey, I leaned toward being conservative — focused on controlling costs and maximizing immediate profitability. It felt safer, especially when the business faced uncertainty. However, I realized that playing it too safe can limit long-term potential. Growth requires strategic investment, even when it may reduce short-term profitability.
A defining moment came when I led a franchise business and had to decide whether to invest in developing a new product line with significant upfront costs. The safer option was to maintain the status quo and avoid risking capital. However, after weighing the long-term potential against the short-term impact, I chose to invest — a decision that ultimately fueled sustainable growth and positioned the company for future success.
This experience taught me that there’s rarely a clear “right” or “wrong” choice. Success lies in evaluating risks, projecting long-term outcomes, and being willing to adapt if conditions change. The hardest decision isn’t choosing between two good options — it’s making the call when both paths carry risk and uncertainty. Avoiding the decision altogether is the only real failure.
Thank you for all that. Let’s now turn to the main focus of our discussion about Operational Scalability. In order to make sure that we are all on the same page, let’s begin with a simple definition. What does Operational Scalability mean to you?
To me, Operational Scalability means a company’s ability to grow its business while maintaining or improving its product or service quality, operational efficiency, and profitability. It’s about ensuring that as demand increases, the business can expand without being constrained by its internal processes or resources.
A scalable operation is built on streamlined systems, repeatable processes, and strategic investments in technology and talent. When done right, growth doesn’t just add complexity — it enhances overall performance while keeping costs manageable. Operational scalability ensures that success today can be sustained and multiplied in the future.
Which types of business can most benefit from investing in Operational Scalability?
I believe every business can benefit from investing in operational scalability, regardless of industry. Whether in manufacturing, consumer services, technology, or product-based businesses, scalability is essential for managing growth and navigating market changes.
No business can afford to focus solely on where it is today — it must also plan for where it’s going. Companies that fail to prepare for growth risk being outpaced by competitors or overwhelmed by increased demand. Investing in scalable processes, staffing strategies, and future-proof systems allows businesses to stay agile, manage risks, and seize new opportunities without sacrificing operational efficiency or customer satisfaction. Scalability isn’t just about growth — it’s about sustaining success in a constantly evolving market.
Why is it so important for a business to invest time, energy, and resources into Operational Scalability?
Investing in operational scalability is essential because growth doesn’t happen by accident — it happens by design. A business must have a clear blueprint for where it’s headed, including its growth plan, product or service evolution, and operational roadmap. Without that foundation, even the best ideas can be limited by bottlenecks, inefficiencies, or unanticipated challenges.
Scalability ensures that as demand increases, the business can expand smoothly, efficiently, and profitably — staying competitive while managing costs. It also creates the resilience needed to adapt to changing markets and seize new opportunities. Simply put, operational scalability is the bridge between today’s success and long-term sustainability.
In contrast, what happens to a business that does not invest time, energy, and resources into Operational Scalability?
When a business fails to invest in operational scalability, the consequences can be far-reaching and detrimental. Common challenges include:
- Bottlenecks: Processes break down as demand increases, creating delays and inefficiencies.
- Rising Costs: Without scalable systems, expenses can spiral out of control, cutting into profitability.
- Employee Burnout: Teams become overwhelmed by increasing workloads, leading to turnover and reduced productivity.
- Customer Dissatisfaction: Service quality declines due to unmet expectations, causing customer attrition and damage to the brand’s reputation.
- Inability to Adapt: The business struggles to pivot when faced with market shifts, limiting its competitive edge.
- Lost Revenue and Opportunities: Without scalable systems in place, the business may miss out on potential growth, partnerships, or market expansion.
Ultimately, managing reactively — instead of strategically — turns every challenge into a crisis. Investing in operational scalability ensures that growth is sustainable, predictable, and resilient, setting the business up for long-term success.
Can you please share a story from your experience about how a business grew dramatically when they worked on their Operational Scalability?
During my time in the education industry, we experienced rapid growth driven by both organic demand and strategic expansion through new locations and acquisitions. While growth was exciting, it could have easily led to operational chaos without a clear scalability plan in place.
By investing in operational scalability, we developed a roadmap that aligned our staffing, technology infrastructure, and physical expansion plans with our business goals. This allowed us to:
- Hire the right people at the right time, ensuring we had skilled teams ready to support new locations and student enrollments.
- Expand our technology platforms to handle increased operational demands, from managing student data to streamlining administrative processes.
- Onboard new locations smoothly by applying consistent processes and ensuring seamless integration into our operating system.
As a result, we scaled from 50 to 80 locations, grew our student base from 10,000 to 20,000, and — most importantly — improved student outcomes while increasing profitability. This growth wouldn’t have been possible without a proactive, well-defined scalability strategy. It took time, effort, and resources, but it enabled us to grow with purpose and control, rather than reacting to challenges as they arose.
Operational scalability turns growth into a managed opportunity instead of a chaotic, reactive process. It’s the foundation for building a business that can thrive long-term while continuously delivering value to customers.
Here is the primary question of our discussion. Based on your experience and success, what are the “Five Most Important Things A Business Leader Should Do To Set Up Systems, Procedures, And People To Prepare A Business To Scale”? If you can, please share a story or an example for each.
1. Create a Clear Vision and Scalable Business Model
A business leader must define the vision, goals, and core business model with scalability in mind. This includes understanding what success looks like and identifying key growth drivers.
Example:
In the education business I led, we created a multi-year growth roadmap that outlined expansion goals by location and service offerings. This clarity allowed us to align all departments toward common milestones, ensuring that decisions supported long-term scalability.
2. Build and Document Repeatable Processes
Standardized processes are essential to scale efficiently. By documenting best practices and creating operational manuals, businesses can replicate success across new locations, products, or teams.
Example:
When doubling our number of locations in my previous business, we developed comprehensive onboarding and training processes. This allowed new sites to launch with the same quality and operational consistency as our established locations, reducing startup time and costly mistakes.
3. Invest in the Right Technology and Infrastructure
The right tools and systems can streamline operations, reduce human error, and enable growth without exponential cost increases. This includes enterprise software, CRMs, or even custom-built platforms.
Example:
We invested in a centralized data management system that integrated student records, financial tracking, and performance reporting. This allowed for real-time monitoring, enabling faster decisions and improved service quality as we grew.
4. Hire and Develop the Right People
Scaling isn’t just about systems — it’s about people. Leaders should hire not only for current needs but for future growth potential. They should also invest in ongoing training and leadership development.
Example:
We focused on hiring proactive problem-solvers and developing internal leadership talent through mentorship programs. Several site managers grew into regional directors, ensuring that our leadership capacity expanded alongside the business.
5. Create a Culture of Accountability and Continuous Improvement
To scale effectively, businesses must foster a culture where teams take ownership of results and continuously seek improvements. Clear goals, performance metrics, and regular feedback are crucial.
Example:
We implemented quarterly business reviews where each department shared its progress, challenges, and plans for improvement. This process kept teams aligned, promoted accountability, and encouraged innovation to overcome obstacles as we scaled.
Final Thought:
Scaling a business isn’t just about growth — it’s about building the foundation that supports sustainable success. With clear vision, repeatable processes, the right technology, strong people, and a culture of accountability, businesses can scale efficiently while maintaining their core values and service quality. These elements worked hand-in-hand to drive growth in my experience and continue to be pillars of long-term success.
What are some common misconceptions businesses have about scaling? Can you please explain?
One of the biggest misconceptions about scaling is the belief that it’s something businesses can worry about later, assuming it’s only relevant once they’ve grown larger. In reality, scaling starts long before growth becomes urgent. Many businesses focus exclusively on short-term goals like meeting current customer demands, paying bills, or satisfying shareholders, leaving scaling plans on the back burner.
However, scaling is an ongoing process, not a future milestone. Growth can happen unexpectedly, and without scalable systems in place, businesses can quickly become overwhelmed. Problems like broken processes, overloaded teams, and rising costs tend to surface only after it’s too late to react effectively.
Successful businesses plan ahead, asking questions like: Where do we want to be? How will we get there? What resources, people, and systems will we need along the way? The sooner businesses adopt this mindset, the better equipped they’ll be to manage growth with control and confidence, rather than reacting to crises as they arise.
How do you keep your team motivated during periods of rapid growth or change?
I believe transparency and shared purpose are key to keeping a team motivated during times of growth or change. It’s essential to ensure that everyone understands the bigger picture — what we’re working toward, the plans to get there, and where we currently stand on that journey.
When people understand how their roles fit into the broader mission, they’re more likely to stay engaged, contribute ideas, and find deeper meaning in their work. Without that clarity, teams can become disengaged or feel like they’re working in silos, missing opportunities for collaboration and cross-departmental synergy.
Another critical factor is continuous communication. It’s not enough to set goals once and assume everyone stays aligned — regular updates, team check-ins, and open dialogue ensure that people stay connected and feel empowered to share creative solutions and improvements.
There’s nothing more powerful than a strong, unified team that’s focused on shared goals and feels invested in success. My approach is simple: Communicate. Communicate more. Then keep communicating.
Can you please give us your favorite “Life Lesson Quote”? Can you share how that was relevant to you in your life?
One of my favorite life lesson quotes is:
“Life isn’t about finding yourself. It’s about creating yourself.”
I’ve always found this perspective deeply motivating. It’s easy to fall into the mindset of waiting for life to define you — whether it’s hoping to “find” your passion, waiting for the right opportunity, or expecting life to align perfectly around where you are.
However, my most fulfilling experiences have come from actively creating the life I want — setting clear goals, defining who I want to be, and working toward that vision. To me, it’s about playing offense, not defense — taking action rather than waiting for circumstances to change.
I regularly ask myself questions like:
How do I want people to see me?
What do I want in my career?
What are my top priorities in life?
What skills or strengths do I want to build?
By defining what matters most and creating a roadmap to pursue those goals, I’ve been able to shape my career and life with purpose and intention. Life is less about discovery and more about building the best version of yourself through thoughtful action and continuous growth.
You are a person of great influence. If you could start a movement that would bring the most amount of good to the most amount of people, what would that be? You never know what your idea can trigger. 🙂
If I could start a movement, it would be a “Pay It Forward” Social Impact Platform — a digital hub where professionals from various fields could donate their expertise to help people in need.
The platform would connect individuals with free, expert-led services like:
- Medical advice from healthcare providers.
- Counseling and mental health support from licensed therapists.
- Career coaching and job placement services from HR specialists.
- Life skills training for essential skills like budgeting, communication, and personal development.
Participants could receive help and, in return, be encouraged to pay it forward by sharing their own skills or volunteering in their communities. This would create a cycle of support and empowerment, enabling people to uplift one another while fostering personal and professional growth.
By making expert help accessible, the platform could bridge gaps in services, empower communities, and spark real change — one act of kindness at a time.
How can our readers further follow your work online?
We’d love for you to connect with us! You can visit our website at www.mastermindtraining.com or follow us on Facebook, Instagram, and LinkedIn to stay updated on our latest developments and success stories.
We also invite you to experience our program firsthand! Download our app from the Meta App Store for virtual reality or from the Apple App Store or Google Play Store for tablet and mobile use.
We’re always excited to hear from our community — your feedback and ideas help us continue to grow and improve. Thank you for following our journey!
Thank you so much for sharing these important insights. We wish you continued success and good health!
Operational Scalability: Dominick Fedele of Mastermind Cognitive Training On How To Set Up Systems… was originally published in Authority Magazine on Medium, where people are continuing the conversation by highlighting and responding to this story.