Night Operations Department Supervisor

Front-End Department Supervisor

Key Responsibilities

• Team Leadership Assigns team members to activities, ensuring staff coverage meets customer demands and redeploying when necessary to support needs throughout the department
• May participate in interviews and provide input into selection decisions for new associates in assigned area
• Connects with the team on a daily basis to understand any challenges they are facing, elevating issues when necessary
• Provides open and timely feedback and performance coaching to members of team, redirecting any problematic or ineffective behavior when necessary; partners with ASM when formal disciplinary action is needed
• Encourages team to share ideas and best practices for delivering outstanding customer service and accomplishing important support activities
• Empowers others to make decisions while providing guidance when necessary
• Provides recognition for accomplishing goals and demonstrating effective behaviors
• Fosters an environment of associate growth and development, ensuring associates are confident and competent to perform their job through coaching and regular performance feedback
• Identifies any associate relations concerns and takes the appropriate action as needed, including elevating concerns to senior management or HR
• Operational Excellence
• Empowers and coaches team to follow proper processes and achieve operational efficiencies to present department areas that are prepared and conducive to SMART customer service and sales
• Monitors and drives team to achievement of key operational performance metrics
• Identifies any barriers to operational processes or the customer experience and communicates those barriers and implements solutions in a timely manner
• Responds quickly and effectively to unexpected events (e.g. callouts/no-shows, unscheduled deliveries) by reprioritizing tasks
• Monitors the use of store power equipment, ensuring that it operated safely at all times and addressing any violations with associates
• Maintains a focus on safety, security and shrink prevention by ensuring doors and gates are secured and monitored, signs of shoplifting and theft are reported appropriately, and that steps are taken on a daily basis to maintain inventory and shrink budget integrity
• Conducts daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risks
• Continuous Operational Improvement
• Recommends operational strategies to reduce unproductive time, waste or product loss and encourages team to do the same
• Analyzes operational activities and determines ways to reduce the impact on the customer
• Self Leadership
• Seeks performance feedback from others and pursues self-development opportunities
• Proactively builds and maintains collaborative relationships with cross-functional partners
• Sets an example for others by adapting quickly and effectively to work challenges and organizational change
• Responsibilities Specific to the Front-End Department Supervisor
• Oversees and drives efficiencies in front-end operational activities (e.g. check outs, returns, overrides, till audits, PUIS Desk or product staging for pickup in store, etc.)
• Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to customer inquiries, and proactively addresses customer concerns
• Ensures that the appropriate headcount is allocated in each check-out and administrative area (e.g., Garden, Pro, and Front register areas, Customer Service and Returns Desks, Head Cashier posts, PUIS Desk, Money Room)
• Researches shortages or overages, deposits cash in the bank, and handles register pulls and loans
• Monitors Customer Service desk activity, supporting when needed
• Performs payroll closeout process
• In addition to the above responsibilities, this individual is held accountable for other duties as assigned

Required Qualifications

• High school diploma or GED General Studies or equivalent years of experience in lieu of education requirement, if applicable
• 5 years Experience in a retail environment (or 5 years of experience in a retail environment if education requirement is not met)
• Experience providing direction or supervision to teams (with or without direct report responsibility)
• Experience supporting or participating in the process of training, mentoring and developing associates
• Experience working cross-functionally
• Experience Using Microsoft Office Suite
• Ability to obtain sales related licensure or registration as may be required by law

Preferred Qualifications

• Experience supporting front-end or back-end operations in a retail environment
• Experience in customer service role
• Experience in a leadership role with direct report responsibility
• Experience working in the home improvement retail sector
• Experience working in a fast paced, dynamic retail environment
• Experience in key carrying role with manager-on-duty responsibilities
• Experience using store computer systems (including but not limited to: Project Tool, Genesis, Sterling, M2O, Thin Client,…