Operations Experience Specialist

It All Starts with Our People

As the leader in automotive preventive maintenance, Valvoline has a proven track record of growth. We continue to invest in our people, processes, and technology to strengthen our ability to efficiently deliver Quick, Easy, Trusted service across all our stores - every day. We're not just in the car business; we're in the people business. And we're looking for humble, hungry, and smart people to help us shape the future of mobility.

If you're hungry to drive change and seek a dynamic, collaborative environment that fuels both personal and professional growth, you've found your place with us.

Our highest priority is creating a welcoming workplace with team members from a wide variety of diverse backgrounds and experiences.

The Opportunity

The Operations Experience Lead plays a critical role within the Operations Experience (OX) team by owning clear, consistent, and timely communications that support store operations and enable successful execution of field-facing initiatives. This role partners closely with OX, Store Enablement/Training, Help Desk/Support, Corporate Communications, and other business partners to align messaging, learning content, and change readiness so teams receive the right information at the right time.

A core part of the scope is writing, maintaining, and governing OX standard operating procedures (SOPs), FAQs, and supporting documentation to ensure processes are clear, current, and easy to follow. In addition, the Specialist leverages OX analytics and reporting to identify trends, track performance, and recommend improvements that enhance operational effectiveness and the store experience.

The role will have regular interaction with internal teams including Operations Experience, Training, Store Enablement, Help Desk, Support, and Corporate Communications. They will also maintain communication with senior leadership to support alignment on strategic initiatives. External interactions include franchise partners, third-party vendors, and other key stakeholders involved in the planning, execution, and communication of OX-led projects.

Key Responsibilities:

* Write, maintain, and govern OX SOPs and supporting documentation, ensuring content is accurate, current, easy to follow, and aligned with Training and business owners for change readiness

* Serve as a liaison across OX, Store Enablement, Training, Help Desk/Support, and Corporate Communications to ensure consistent alignment on initiative intent, field readiness, and the content delivered to stores.

* Own OX communications governance and planning by maintaining a forward-looking communications and initiative pipeline, aligning timing and dependencies with Training and key business partners, and ensuring field-facing messages are accurate, consistent, and delivered through the right channels.

* Lead communications drafting and execution for OX initiatives (e.g., launch updates, change notices, FAQs, and stakeholder recaps), ensuring messages are clear, actionable, and aligned with operational standards and brand voice.

* Perform OX analytics and reporting (e.g., initiative performance, support trends, adoption and pain points), synthesizing insights into recommendations and content that improve execution and the store experience.

* Other duties and responsibilities as determined by Valvoline from time to time in its sole discretion.

Experience:

* Minimum 3-5 years of experience in operations, communications, training/store enablement, process documentation, project coordination, or a related business support role.

* Experience writing or maintaining SOPs, FAQs, job aids, process documentation, or field-facing communications.

* Experience partnering cross-functionally with operations, training, support/help desk, communications, or field leadership teams.

* Retail, quick-service, automotive service, franchise, or multi-unit operations experience preferred.

* Experience using data, reporting, or trend analysis to identify opportunities and recommend improvements preferred.

* Strong written communication skills with the ability to create clear, concise, actionable content for field teams.

* Knowledge of…