Operations Manager

Overview

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 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.

• Customer Service / Experience – Service Leadership:
  Champion the GET culture, model proper techniques, and provide real-time coaching on the sales floor. 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, 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.

• 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 coaching and performance observations to store management; complete 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 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.

• Ensure strict adherence to hazmat procedures, SOPs, and Safety Matters guidelines; intervene to correct unsafe behaviors and recognize safe practices. Verify safety checklists are completed on time and corrective actions implemented. Model safe work practices and provide PPE guidance and safe lifting techniques. Maintain safe aisles and walking surfaces and assist customers shopping in an unsafe manner to prevent injury.

• Shared Manager on Duty – Opening & Closing Operations:
  Perform all opening/closing duties, secure the building, balance registers, and adhere to security SOPs. Lead store kickoff meetings and walk each department to communicate tasks and ensure total store readiness. Conduct hand-off walks with the prior MOD and partner with the Store Manager/ASMs to validate daily priorities. Verify…