Senior Operations Supervisor

Position Overview

The Senior Operations Supervisor is the store's strategic owner of freight receiving, processing, replenishment, and BOH workforce planning. This leader is accountable for key performance indicators (KPIs) performance (e.g., cartons-per-hour, backlog, flow-to-floor cycle time, merchandise protection accuracy) and continuous improvement of BOH processes. The role leads a sizeable BOH team-typically 20-40 associates with a Receiving Lead-and partners cross-functionally with the ASM Ops/Service and other store leaders to ensure the right goods reach the right locations on time, enabling an exceptional customer experience on the sales floor.

The Senior Operations Supervisor will periodically serve as Manager-on-Duty (MOD) and is a developmental bench role for future Assistant Store Manager opportunities.

A Day In The Life

PEOPLE:
Lead-Train-Coach-Develop-Communicate-Build Relationships

• Lead and develop BOH teams (20-40 associates), including a Receiving Lead, set standards, expectations, and clear goals for each role.

• Onboard and train new hires and cross-train associates across receiving, processing, staging, and replenishment workstations; certify proficiency against SOPs.

• Provide in-the-moment coaching and structured feedback, recognize performance; administer corrective actions consistent with company policy with oversight from the Store Manager.

• Develop pipeline talent through stretch assignments and succession planning tied to BOH needs.

• Foster a culture of safety, teamwork, and accountability; model company Core Values in all interactions.

PROCESS:
Plan-Organize-Consult-Subject Matter Expertise

• Independently manage daily freight planning using company tools to right-size staffing and equipment for anticipated volume and mix.

• Lead weekly Workload Planning for BOH; translate plan to shift schedules, workstation assignments, and throughput targets.

• Maintain a clean, safe, and organized Back-Of-House that enables efficient flow; ensure equipment setup/reset aligns to SOP.

• Make real-time decisions during processing to rebalance labor across workstations based on freight mix.

• Audit and improve execution: asset protection procedures, validate opportunities identified on reports, sizing accuracy, and end-to-end flow compliance.

• Partner with ASM Ops/Service and sales floor leaders to align replenishment cadence, prioritize high-impact categories, and remove bottlenecks that affect in-stock and presentation standards.

PERFORMANCE:
Set Expectations-Drive Results-Meet Deadlines-Improve

• Responsible for BOH KPIs and performance routines:
Processing productivity, task completion, flow-to-floor cycle time, asset protection and sizing audits, team engagement.

• Conduct root-cause analysis on productivity opportunities and create targeted improvement plans.

• Serve as MOD in rotation; provide direction and support to all store areas while maintaining BOH throughput targets.

• Prepare and present concise performance updates to store and district leadership; action follow-ups to close gaps.

• Ensure adherence to policies and documentation compliance related to safety and asset protection within BOH processes.

You'll Come With

Scope and Impact:

This role makes high-stakes in-the-moment decisions that directly affect sales, expenses, shrink, and customer experience by optimizing the movement of freight from BOH to the sales floor. The Senior Operations Supervisor is the store's BOH subject-matter expert and primary driver of productivity, accuracy, and speed within receiving, processing, and replenishment. Primary measures of success include, but are not limited to:

• Processing Productivity: your team's ability to work in a smart and productive way is measured through completed Cartons per Hour (CPH) and associate payroll budgets

• Task Completion: your capacity to compete work on time is measured through unprocessed backlog volume

• Execution Detail: your attention to detail is measured through merchandise protection application audits and sales floor sizing audits

• Customer

Experience:

your impact to the customer experience is measured through Overall Satisfaction and Ease of Shopping survey…