Operations Manager
Summary: The primary role of the Operations Manager is to teach, train, and develop the Operations Team in their understanding and application of Foundational Excellence (SOP, Talent, and Leadership). The Operations Manager will also have a primary focus on staffing and scheduling of team members, several HR related duties, and effective execution of the Manager on Duty during assigned hours. The desired outcome is a store that is run with efficiency, exacting execution of Operations SOPs, and high levels of guest satisfaction at the cashier and guest service counters.
Essential Duties and Responsibilities
- Staffing and Scheduling – Ensure that the Operations Team is fully staffed with the right number of people with the right talent to meet SOP expectations. Ensure that all departments are scheduled to optimize productivity and efficiency.
- Training – Ensure that all Operations team members have completed training and demonstrate the ability to effectively execute to company expectations all new (or promoted) hire and ongoing training modules. This includes, but is not limited to, the following:
- Coaching and one-on-one training methods
- Practice through role playing with feedback
- “Train the trainer” on training skills
- SOP execution
- Leadership skill development
- MOD and SFL – Takes complete ownership of the Manager on Duty and Sales Floor Leader role when assigned. In both roles takes ownership of financial outcomes through behaviors outlined in the Sales SOP and Operations SOP.
- Cash Office and Fraud Prevention – Ensure that Cashiers and Leads are executing these procedures to exacting standards.
- Customer Service and Engagement – Ensure that all guests receive a great check out experience and that all guest service interactions solve problems to the guest’s satisfaction.
- Human Resources and Logistics – Support the HR Business Partner with various duties, track attendance, complete payroll reporting, and pay attention to a variety of logistical details.
- Assessment – Able to identify current reality by completing accurate monthly assessments of people and processes for Operations according to the current monthly assessment rhythm.
- Performance Management – Able to change current reality through gap management and by creating business plans for:
- People – able to tell a story of the growth and development of the Operations Team based on behaviors
- People – able to index talent and develop leadership skills of the Operations Team
- Process – able to tell a story of how each Operations SOP inconsistency and/or opportunity has shown improvement
- Team Leadership – Able to build and lead the Operations Leads to achieve goals and complete tasks. Able to bring energy to the entire Operations Team motivating them to greatness.
- Partnerships – Able to build productive working relationships with:
- General Manager
- HR Business Partner
- Director of Front End Operations and Senior Operations Manager
- Care Center
- Sales Managers and Brand Manager
- Operations Managers of other stores
- Retail Support Team and other regional leaders
- SOP – Adhere to all company standard operating policies and procedures.
- Complete other duties assigned at the discretion of management.
Education and Experience
- High school diploma or general education degree (GED).
- One year of retail experience in a direct customer interactive environment required; “Big Box” experience preferred.
- Three years of supervisory experience required.
Living Spaces Retail Values
We expect all retail employees to understand and live the following values while on the job. We believe these are critical in creating an environment and culture where a team of world class leaders, regardless of title or position, create the best possible employee, customer, and financial outcomes for Living Spaces Furniture.
- Show integrity, objectivity, and adaptability
- Do things for people, not to people
- Work in unity to deliver greatness while building for the future
- Lead in service to others
Review Criteria
The annual review will be accompanied by a discussion of how results are supported by SOP, Talent, and Leadership. A list of the annual review criteria is provided at the time of hire and is available at any time on request.
Qualification Summary
- Demonstrates key Talent behaviors (Capacity, Commitment, Coachability, Self-Assess, Collaborate, and Self-Initiate).
- Demonstrates key Leadership skills, starting with the ability to communicate effectively with customers and employees.
- Demonstrates key Training skills, starting with the ability to coach and provide effective feedback.
- Demonstrates effective selling skills.
- Ability to read, write, and speak English.
- Ability to work well in a team environment.
- Ability to work in a fast paced retail environment and adapt to the changing needs of the business.
- Ability to work flexible retail hours including weekends, evenings, and holidays.
- Basic knowledge of computer software, including Microsoft Word and Excel.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to work near moving mechanical parts. The noise level in the work environment is usually moderate.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include Close vision, Peripheral vision, Distance vision, and Ability to adjust focus.
While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand; climb or balance and stop, kneel, crouch, or crawl. The employee is occasionally required to sit.
To perform the Operations Manager job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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