Operations Team Manager

Business Unit/Department Mission: Responsible for driving the business plans and strategies developed by the General Manager into day-to-day implementation and action plans as well as managing an optimal customer experience. Provides a service to Customers and Partners by providing operational support, facility maintenance as well as leadership in absence of the GM and Directors.
Essential Functions / Process responsibilities (other duties may be assigned)
General Store Operations
- Majority of the time spent using independent judgment in making employment-related and business decisions, or effectively recommend such decisions including but not limited to product and department related strategies, hiring, promoting, disciplining, suspending, discharging, rewarding or otherwise engage in resolving Partner-related matters
- Manages mid - level managers, Operations Manager, and lower level managers, Hourly Operations Manager (if applicable) including coaching and training new Partners and is ultimately accountable for the management/supervision of Partners in the Maintenance Department.
- Applies expert subject matter knowledge to complex business issues in multiple functional areas across the store. Regarded as a subject matter expert both internally and externally.
- Responsible for developing guidelines and procedures to set future precedent and direction in alignment with GM's expectations. Assists in strategy development for Maintenance Department and sets policy and direction. Leads cross-function teams/projects.
- Responsible for store walks, taking corrective action, elevating issues, and helps ensure general operational standards are met on a consistent basis.
- Accountable for effectively communicating closing and opening shift issues
- Monitor, identify and take action on facility maintenance issues throughout the interior and exterior of the store to ensure prompt replacement and/or repair.
Customer Service and Partner Interaction
- Has a presence in the store and proactively builds relationship with Customers and assists Store Leadership in maintaining positive Partner morale and retention
- Manages store conditions (inside and outside) to create a safe, clean and unobstructed shopping experience for the Customer and work environment for Partners.
- Responds to Customer emergency issues, requests, and concerns and resolves Partner issues, requests, and concerns, including accidents, scheduling conflicts, etc.
Maintenance and Food Safety & Sanitation
- Accountable for the supervision and management of other Operations Managers and Maintenance team and ensuring area Maintenance Department budget, schedule, and performance objectives are met.
- Monitors conditions and is responsible for reporting, documenting and tracking all store maintenance issues, facility and/or equipment.
- First responder to equipment issues- proactively troubleshoots and investigates the nature of the issue. Ensuring simple solutions have been exhausted and root cause analysis has been explored.
- Meet with Facility Maintenance Partners to discuss their work assignments and evaluate projects for priority.
- Knowledge of systems and processes to ensure cooler temps are maintained as appropriate levels (MicroTherm)
- Ensures all equipment is maintained in safe working condition.
- Addresses customer incidents relating to product safety or quality.
Loss Prevention
- Trains all Operations Managers on proper procedures regarding loss prevention.
- Initiates calls when necessary and acts at the point of contract for all loss prevention and enforcement issues.
- Prioritizes potential issues and determines the appropriate course of action or inaction. Parameters set by the GM and executed by the Operations Manager.
- Identifies shrink opportunities and takes immediate action to correct them and/or reports issues to GM for appropriate action.
- Maintains store security and handles issues as they occur. Works with store security and local law enforcement to minimize store theft and the potential disruption caused when issues arise.
- Ensures all tills are in bookkeeping at close of business
Other
- Other duties to include - preparing Capital Request for GM review; monitoring store/company licenses and registrations are updated; covering Receiving back door security; analysis and evaluation of expense management; assisting other Managers with shrink opportunities, and other duties as necessary to ensure a clean, safe customer experience.
Education and Experience preferred:
- Successful completion of Central Market University (CMU) training
- 5 -10+ years proven management and leadership experience and/or education from a college or technical school,preferably a combination of education and experience
- Ability to independently prioritize issues quickly and manage time and resources appropriately.
- 5-10+ years of experience in a position responsible for handling sensitive people issues, emergency response situations, theft issues and other serious scenarios.
- Proven ability to set objectives for and to lead a team to accomplish business goals.
- Ability to clearly communicate and hold self and others accountable
- Strong verbal and written communication skills across a multi-department environment
- Ability to work without supervision and make independent decisions that reflect a strong understanding of the business, reflect the CM Partner/Customer focused culture and protect business interest.
- Ability to manage time effectively.
- Knowledge and ability to interpret documents related to Store Operations, Food Safety & Sanitation and/or Equipment Maintenance.
- Ability to work flexible schedules, including nights, weekends, and holidays
Physical and Other Requirements
- Exposed to moving mechanical parts; small, confined spaces; cleaning chemicals and airborne particles
- The noise level is moderate
- Lift moderately heavy loads up to 50 lbs. individually with potential for heavier loads when team-lifting.
- Ability to bend, reach, kneel, twist, and squat
- Ability to stand and walk for long periods of time
- Ability to push/pull heavy loads of 75 lbs.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently exposed to small, confined areas and may be exposed to a variety of cleaning chemicals. The noise level in the work environment is usually moderate. The environment is fast paced and requires long periods of time standing and walking with a moderate amount of repetitive hand motions.