Retail Operations Manager, North America

JOB MISSION:

Reporting to the Director of Business Transformation, the Operations Manager directly contributes to store profitability and customer satisfaction. This role oversees both the workforce management system that creates store shift schedules in North America and the scheduling of all store tasks and communications. The Operations Manager impacts profitability by delivering and supporting optimized store schedules within planned labor budgets and alignment of staff to maximize sales conversion based on customer traffic flows. This area of focus will have deep connections to the North American Operations and Finance teams. The Manager in this role will frequently collaborate with Global Retail Operations on shared best practices and product roadmaps for scheduling tools.

The role is accountable for managing the resources that maintain the retail knowledge base and task scheduling for all stores in North America. The Manager will assess communication efficiency and how task times overlay with planned store payroll hours. The goal is to make non-selling tasks as efficient as possible and ensure planned payroll hours allow sufficient time to complete necessary tasks, while also having enough staff on the selling floor to meet sales targets. This role involves wide interaction and influence with cross-functional partners, including Merchandise, Loss Prevention, Visual Merchandising, HR, Finance, and Marketing, all of whom have execution needs in-store. The candidate must manage competing priorities and advocate for store teams, balancing what can be accomplished within given timeframes while maintaining store sales and service levels. The Operations Manager's guidance will assist in creating tasks and communications for all the departments mentioned above.

This role is a key change agent, driving cross-functional improvements by identifying inefficiencies in store tasks and working from resolution to implementation with the necessary teams. The role also involves active reporting on business KPIs related to scheduling and tasks, and their impact on the business.

MAJOR ACCOUNTABILITIES:

• Schedule Management: Manage workforce management software to create and manage employee schedules, ensuring optimal staffing levels across all retail locations.

• Task Coordination:Oversee the creation and scheduling of all retail store tasks, including inventory management, merchandising, and promotional activities.

• Communication:Ensure clear and effective communication to store managers and staff, providing updates on policies, procedures, and company initiatives.

• Performance Monitoring:Track and analyze store performance metrics, identifying areas for improvement and implementing strategies to enhance productivity and sales.

• Customer Service: Maintain high standards of customer service by maintaining the needed level of sales floor hours in team schedules

• Training and Support: Ensure stores are equipped with training documentation for store leadership, managers and associates to interact with store schedules and task management systems. Work with IT to ensure minimal downtime in both systems.

• Compliance:Ensure schedules comply with company policies as well as state/provincial laws

• Resource Management: Management of two associates responsible for the scheduling and tasking platforms

REQUIREMENTS FOR SUCCESS:

• Minimum of 8 years of experience within retail (store manager or assistance manager)

• Proven experience in retail operations management, preferably in a multi-store environment.

• Proficiency in workforce management software and other retail management systems.

• Strong organizational, communication, and leadership skills.

• Ability to analyze data and make informed decisions to drive business performance.

• Excellent customer service skills and a commitment to maintaining high standards.