Chief of Staff

Chief of Staff – Retail Operations (Metro by T-Mobile)

Location: Sugarland, TX
Reports To: CEO / President
Industry: Wireless Retail | Metro by T-Mobile

The Chief of Staff – Retail Operations serves as a strategic and execution-focused partner to the CEO, ensuring the smooth day-to-day operation of a multi-location Metro by T-Mobile retail business. This role is highly operational and hands‑on, bridging leadership, field operations, finance, HR, and sales performance to drive consistency, accountability, and results across all locations.

This position is ideal for a highly organized, analytical, and proactive leader who thrives in fast-paced retail environments and excels at turning strategy into execution.

• Oversee daily operations across multiple Metro by T-Mobile retail locations

• Ensure stores are operating in compliance with Metro by T-Mobile policies, procedures, and KPIs

• Identify operational gaps and implement process improvements to increase efficiency and performance

• Act as the CEO’s extension for operational follow‑up, execution, and accountability

• Track and report on key performance indicators (KPIs) including:

  • Activations, upgrades, accessories, insurance, and add‑on sales

  • Store productivity, staffing efficiency, and attendance

  • Compliance scores, chargebacks, and audit results

• Prepare daily, weekly, and monthly operational reports for executive leadership

• Monitor trends, flag risks, and recommend corrective actions

• Serve as a liaison between corporate leadership and field teams (District Managers, Store Managers)

• Support rollout of new promotions, pricing changes, and operational initiatives

• Assist with store openings, closures, relocations, and remodels as needed

• Ensure consistent execution of sales strategies and customer experience standards

• Partner with HR on staffing plans, onboarding, performance management, and disciplinary actions

• Coordinate with Accounting/Finance on payroll accuracy, commissions, expense controls, and vendor issues

• Support Real Estate and Facilities teams with lease obligations, maintenance, and utilities oversight

• Collaborate with Training teams to identify skill gaps and improve frontline performance

• Ensure adherence to Metro by T-Mobile operational standards and compliance requirements

• Monitor chargebacks, fraud risks, and policy violations; recommend corrective measures

• Standardize operating procedures and document workflows for consistency across locations

• Support internal audits and compliance reviews

• Manage follow‑ups from executive meetings and ensure action items are completed

• Prepare briefing materials, summaries, and dashboards for leadership meetings

• Prioritize and manage high‑impact initiatives on behalf of the CEO

• 5+ years of experience in retail operations, wireless retail, or multi‑unit management

• Strong knowledge of wireless retail environments preferred

• Proven ability to manage cross‑functional teams and multiple priorities simultaneously

• Strong analytical, reporting, and problem‑solving skills

• Excellent communication skills with the ability to influence at all levels

• Highly organized, detail‑oriented, and execution‑driven

• Experience supporting 500+ retail locations

• Background in wireless KPIs, audits, and chargeback management

• Experience working closely with executive leadership in an operations‑focused role