Operations Experience Manager - Reading
3 days ago
Job description
Req168832Position Purpose
Operations Experience Managers (Ops XM) are members of the store leadership team responsible for executing store standards, including customer service, department readiness, and operational processes.
This role leads the Order Fulfillment team in executing best practices for picking, staging, and loading to ensure an excellent interconnected experience.
The Ops XM drives operational excellence by physically executing inbound freight processes and auditing receiving procedures to verify SOP adherence.
Additionally, they are responsible for implementing Shrink Action Plans within their areas of responsibility.The Ops XM performs Manager on Duty (MOD) functions - including safe opening and closing processes—strictly in accordance with established SOPs, escalating non-standard issues to the Store Manager or ASM.
When serving as the MOD, they implement business decisions by partnering with appropriate resources and following SOPs. This position requires strict adherence to all timekeeping and break policies. Ops XMs provide input to store leadership on associate performance, talent planning, and selection.They coach and train associates on company policies, safety procedures, and customer service, while championing a safe working environment by ensuring associates complete training, correcting hazards immediately, and upholding all company safety standards.
Key Responsibilities30% - Customer Service / Experience - Service Leadership: Champion the GET culture by working alongside the team to model proper techniques and providing real-time coaching on the sales floor
Fulfillment Operations:
Direct D93 (Receiving) and D94 (Order Fulfillment) workflows to ensure all orders are received, picked, and staged within Service Level Agreements (SLAs)
Quality Assurance:
Proactively prevent customer issues by auditing delivery orders for accuracy and quality standards
Conflict Resolution:
Promptly resolve customer concerns to ensure satisfaction, while identifying and escalating complex issues to senior leadership when necessary
Recognition:
Drive morale by identifying and rewarding great service behaviors using Bravos and Homers
Operational Standards:
Ensure associates understand and execute in-stock maintenance and store appearance guidelines to support sales performance.
30% - People - Talent Acquisition : Assist with recruitment and interviews to provide input to the Store Manager/ASM
Staffing & Attendance:
Monitor department staffing to address immediate coverage gaps and manage attendance variances
Training & Compliance:
Ensure D93/D94 training (KD) is current and drive engagement via HDPhone learning tools
Performance Management:
Provide informal and formal performance-based coaching and provide performance observations to store management. Responsible for completing performance management documentation for review by the Assistant Store Manager.
Coaching & Development:
Provide real-time feedback and maintain active Development Blueprints to improve sales, service, and product knowledge
Operational Execution:
Conduct daily walkthroughs to validate safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation
Employee Relations:
Champion "Voice of the Associate" initiatives and actively resolve associate concerns consistent with company policy to maintain high engagement levels
Accountability:
Enforce company policies and hold associates accountable for safety and operational standards.
15% - Safety - Ensure strict adherence to hazmat procedures, SOPs, and Safety Matters guidelines : Immediately intervene to correct unsafe behaviors and recognize associates who demonstrate safe practices.
Verify that all relevant safety checklists are completed on time and confirm that corrective actions are implemented. Model safe work practices and complete all assigned safety training. Guide associates on the proper use of Personal Protective Equipment (PPE) and safe lifting techniques. Enforce safe distances around Lift Equipment and ensure associates understand the correct policies. Maintain safe aisles and walking surfaces by keeping them clear of debris. Assist customers shopping in an unsafe manner to prevent injury. Immediately correct unsafe conditions and hazardous situations as they arise.25%- Shared Manager on Duty –Opening &
Closing Operations:
Perform all Opening/Closing duties, including securing the building and balancing registers, in strict adherence to security SOPs
Team Alignment:
Lead store kickoff meetings and walk each department to communicate tasks and ensure total store readiness
Operational Continuity:
Conduct hand-off walks with the prior MOD and partner with the Store Manager/ASMs to validate daily priorities
Execution & Compliance:
Verify timely completion of store checklists and equipment safety inspections, ensuring immediate corrective actions are implemented
Merchandising Strategy:
Review upcoming events and ads to determine required actions and partner with supervisors to ensure execution.
Direct Manager/Direct Reports
This Position typically Reports to Operation Assistant Manager
This position has 4 Direct Reports
Travel Requirements
No travel required
Physical Requirements
Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.
Typically located in a comfortable indoor area.
There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.
Minimum QualificationsMust be 18 years of age or older
Must be legally permitted to work in the United States
Ability to work a flexible schedule, including nights, weekends, and overtime as needed.
1 year of relevant work experience, including management of people and retail operations.
Preferred Qualifications
At least 1 year prior merchandising and/or operational experience.
At least 1 year leadership experience, preferably big box retail.
Knowledge of the home improvement industry.
Minimum Education
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education
No additional education
Minimum Years Of Work Experience
2 + years of previous related work experience
Preferred Years Of Work Experience
No additional years of experience
Minimum Leadership Experience
1+ year of previous leadership Experience
Preferred Leadership Experience
1+ year of previous leadership Experience
Certifications
None
Competencies
Action Oriented
Decision Quality
Collaborates
Self-Development
Situational Adaptability
Communicates Effectively
Customer Focus
Manages Conflict
Develops Talent
Manages Conflict
Similar jobs
A Victoria's Secret & Co Customer Experience Manager is a values-based leader who delivers exceptional customer and associate experiences to grow top line sales. · ...
3 weeks ago
Store - READING, PA · Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service. · A ...
3 days ago
A values-based leader who delivers exceptional customer and associate experiences to grow top line sales. · Leading the sales floor, coaching and development of the team, performance management, and selling. · Maintaining visual standards, payroll management, and merchandise avai ...
2 weeks ago
A Care Experience Manager at Aveanna Healthcare supports clients and caregivers, ensuring consistent communication and high satisfaction. · ...
1 month ago
The Customer Experience Manager is the owner of the Yota Xpedition customer experience. This leader is responsible for building, coaching and managing a high-performing support team that provides simple, · guided and trusted solutions for every customer interaction.You will own t ...
1 month ago
As the Retail Experience Manager you'll assume day-to-day leadership duties of your home store or group of stores. · ...
1 month ago
+Job summary · We are seeking a Customer Experience Manager to join our dynamic team and lead our customer service functions to drive world-class Net Promoter Score (NPS) results.Qualifications & RequirementsBachelor's degree in Business, Supply Chain Management, or a related fie ...
1 week ago
This is a hybrid role based in Malvern, PA (3 days in office)The Operations Customer Experience Manager is responsible for aligning and implementing operational strategies, programs, · and initiatives that enhance customer satisfaction, · loyalty,and profitability.Lead or play a ...
1 month ago
We are seeking a Customer Experience Manager to join our dynamic team and lead our customer service functions to drive world-class Net Promoter Score (NPS) results. This role ensures seamless coordination with operations and supply chain for on-time, in-full (OTIF) deliveries, co ...
1 month ago
Req169062 · Position Purpose · Operations Experience Managers (Ops XM) are members of the store leadership team responsible for executing store standards, including customer service, department readiness, and operational processes. This role leads the Order Fulfillment team in ex ...
6 hours ago
As the Retail Experience Manager you'll assume day-to-day leadership duties of your home store or group of stores to ensure employees are deployed efficiently and deliver excellent customer experiences. · ...
4 weeks ago
+About Aveanna Healthcare · At Aveanna Healthcare, we believe every client deserves the opportunity to live life to their fullest potential. · We are dedicated to providing high-quality clinical home care to medically fragile individuals, helping them thrive in the comfort of the ...
1 month ago
We're looking for a Lead Adobe Analytics Developer to join our growing team. · This role is not available for sponsorship but we can work Corp-to-Corp · Provides senior level system analysis, design, development,and implementation of UI components into Adobe Experience Manager. · ...
2 weeks ago
The Customer Experience Manager is the owner of the Yota Xpedition customer experience. This leader is responsible for building, coaching and managing a high-performing support team that provides simple, · guided and trusted solutions for every customer interaction. ...
1 month ago
The Retail Experience Manager will lead day-to-day duties of their home store or group of stores ensuring employees deliver excellent customer experiences. · What you'll doEnable employees to drive world-class customer experiences · Analyze performance indicators against business ...
3 weeks ago
We are seeking a Customer Experience Manager to join our dynamic team and lead our customer service functions to drive world-class Net Promoter Score (NPS) results. · Collaborate with internal teams working cross-functionally to streamline processes and improve overall customer e ...
1 month ago
We are seeking Project Manager with Wealth Management experience to join our team. · 10+ years of project management experience in Wealth Management. · ...
1 month ago
We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff We are a place that can inspire you as much as you inspire us with big ideas and sup ...
2 weeks ago
As the Retail Experience Manager you'll assume the day-to-day leadership duties of your home store or group of stores to ensure employees are deployed efficiently and deliver excellent customer experiences. · ...
3 weeks ago
We believe every client deserves the opportunity to live life to their fullest potential. We are dedicated to providing high-quality clinical home care to medically fragile individuals, helping them thrive in the comfort of their homes. · ...
1 month ago
+This is a hybrid role based in Malvern, PA (3 days in office) · The Operations Customer Experience Manager is responsible for aligning and implementing operational strategies, · programs, and initiatives that enhance customer satisfaction, · loyalty, · and profitability.Growth o ...
1 month ago