Customer Experience Supervisor - Center @ Owasso

General Description

As the Customer Experience Supervisor, you are accountable for driving profitable sales growth by leading and engaging associates, coaching associates on customer service, spearheading company training initiatives, and delivering company checkout experience strategies.

• Customer Service & Sales – Acts as a role model for the Manager on Duty program while directing customer service activities throughout the store. Models and holds the team accountable for outstanding customer service. Greets and assists customers in finding products, partnering with other team members when additional help is needed, actively listens to customer issues to resolve problems, and maximizes sales and service by ensuring staff is scheduled appropriately and managing FIND more, credit, rewards, and gift card programs.
• Cashier Performance – Trains, mentors, and coaches all cashier associates on checkout procedures to ensure outstanding service behaviors are consistently exhibited. Regularly observes and ensures associates consistently follow and implement checkout experience processes. Monitors associate efficiency by utilizing Point of Sale productivity metrics.
• Line Management and Checkout Standards – Proactively shifts resources to checkouts based on observed fluctuations in store traffic. Reduces wait times during peak traffic periods by utilizing Mobile Point of Sale, Satellite Registers, and Expeditor stations. Partners appropriately to stock all impulse futures and to identify checkout supply needs.
• Human Resources / People Management – Creates and monitors the store’s open requisitions and routes qualified applicants to the appropriate hiring manager. Coordinates the interview Talent Tryout process. Schedules and coordinates new hire orientations and training and administers ongoing associate training. Partners with the Sales Floor Supervisor and General Manager on training compliance. Reviews schedules and makes productive edits to further optimize resources.
• Performance Standards – Supportive of company shrink and safety initiatives. Meets established performance standards for the role on a consistent basis, including (but not limited to) the company’s iCAP (Credit) program, product and service sales, customer service, profit, productivity, and attendance.

Embraces a Growth Mindset:
Proposes and initiates actions on new ideas that improve our product, stores, or practices, listens to ideas and suggestions, and applies ideas when appropriate. Encourages others and themselves to stretch beyond current capabilities and serves as a catalyst for change by challenging the status quo.

Think Critically:
Demonstrates business and functional expertise and stays current with developments in the retail industry; applies learning to drive company goals, gathers necessary information to fully understand the scope of the problem, and uses fact‑based analysis to guide decision‑making.

Demonstrates Leadership:
Creates an environment that fosters teamwork, recognizes others’ accomplishments, and respects and values differences in the workplace. Requires high personal and team performance standards, leads by example, and motivates others to perform at a higher level. Gives constructive performance feedback and holds self and others accountable.

Takes Accountability:
Takes responsibility for excellent customer experiences and reliably delivers solutions that meet customer needs. Builds relationships by showing consideration for the perspectives of others, listening first before drawing conclusions, and developing positive and inclusive relationships across the organization.

Implements with Excellence:
Develops and prioritizes short‑ and long‑range plans that are comprehensive, realistic, and effective in meeting company goals; implements projects or plans that are well‑organized and efficient, seeks feedback, takes needed action, delegates work, and communicates plans and expectations.

Drives Results:
Demonstrates a sense of urgency to act decisively and quickly, establishes aggressive goals, and takes appropriate risks to achieve results. Shows confidence when challenged and…