The Operations Manager (OM) position is accountable for all operational aspects of the business at the store level to execute the Company’s business objectives, ensures customer satisfaction, and maximizes sales. The OM leads and manages the store operations team to maintain a neat, clean, and safe store, provide an inviting and engaging environment our customers to shop and our team members to enjoy working. The OM achieves success by providing problem-solving resources, managing staff, and working collaboratively with the Store Director.
Summary of Key Roles & Responsibilities:
The Operations Manager (OM) is responsible for building, coaching, and maintaining a store team to meet At Home’s Vision, Mission, Values, and business objectives while following all Company processes and policies.
The OM will recruit, interview, hire, and manage team members to ensure a positive customer experience while ensuring all new hires are trained and developed as a team member. The OM serves as a role model and coach in all areas as it relates to Customer and Team Member experiences.
- The OM coaches, drives performance, sets goals and, where appropriate, takes follow-up action with team members, including performance support plans, performance improvement, and corrective actions.
- The OM makes employment decisions for Operations team members, including decisions relating to hiring, compensation, promotions, transfers, releases, disciplinary actions, and addressing Team Member concerns.
- The OM coordinates directly with Store Director to maximize staffing effectiveness that supports traffic, sales, and the customer experience, including compliance with Company timekeeping policies, timely and accurate payroll processing, meeting labor model standards, customer interaction standards, and business metrics. The OM makes recommendations about whether additional labor, such as team member overtime or additional coverage, may be necessary.
- The Operations Manager reviews, analyzes, and communicates to Team Members the store financial and business data from the store scorecard including sales and expenses; develops and executes budgets, financial plans, and strategies to maximize sales and profits.
- The OM oversees Task Management by planning, directing and scheduling team members for their shifts and tasks on a daily and weekly basis and validating completion of all tasks in a timely manner. The OM adjusts the schedule as needed based on operational needs/objectives.
- The OM is responsible for managing all store opening, closing, and Front-End processes, ensuring accurate and timely execution, operational readiness, provide troubleshooting, team management, while ensuring building, assets, and team member security.
- The OM oversees and leads the execution of the freight and stocking processes in a safe and timely manner; actively manages and sets the pace for the unloading and merchandising of new stock, including top stock. Ensures team maintains a neat clean, and safe stockroom and store while stocking and merchandising, and maintaining the safety and security of our Team Members and Customers.
- The OM manages the store in a manner designed to provide customers a positive shopping experience in a neat, clean, and safe store while minimizing damages and shrink. Addresses Customer concerns in a timely manner.
- Leads the store team in the areas of customer satisfaction, team/team member development, inventory, cash control, human resources, safety, loss prevention and expense control, so the store will operate effectively and profitably. Develops and leads regular meetings/huddles with team members on these subjects.
- Additional responsibilities as assigned.
Qualifications & Competencies:
- At least 18 years old.
- High School Diploma/Equivalent; College degree preferred.
- At least 3 years Management/Leadership experience or equivalent At Home experience.
- At least 3 years’ direct responsibility of leading 10 or more people in multiple departments or equivalent At Home experience.
- At least 1 year experience direct/indirect familiarity or responsibility for annual revenue, operating budget, or profit & loss dollars of at least $5 million.
- Ability to work a flexible schedule including nights, weekends, and some holidays.
- Ability to lift a minimum of 50 lbs. or team lift 100 lbs.
- Proficiency within Microsoft office (Word, Excel)
- Communicates clearly and concisely with excellent verbal, written and comprehension skills.
- Reliable and trustworthy role model for ethical and honest behavior. Does the right thing for the team member, the customer, and the company in all situations.
- Creates a sense of urgency; promotes teamwork, delegates appropriately; motivates self and team to accomplish objectives. Timely and thorough execution.
- Ability to comprehend, train, develops, motivate and lead in a manner of fostering a work environment that is smart & scrappy, safe, and fun.
- Flexible and creative with an ability to handle multiple tasks where priorities shift with the demands of the business.
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