Operations Support Manager

W Sacramento Corporate Office
500 West Capitol Ave
Operations Administration
Zip Code


The Operations Support Manager exhibits expertise in strategy, planning and store execution to support effective communication from the business that enables consistent implementation in the field. This leader develops a strategy for simple and effective in-store implementation that improves business results and the team member and customer experience. This leader makes an impact by understanding company priorities and business goals, establishing standardized communication guidelines and best practices, driving for simplification in processes and measuring results for continuous improvement.



  • Develops and enhances store communication strategy that supports effective implementation of operational and merchandising initiatives in the field.
    1. Implements store communication strategy in partnership with Executive Director of Operations.
    2. Identifies tools and resources needed to maintain a successful store communication strategy.
    3. Develops relationships with vendors and communication professionals to stay ahead of industry trends.
  • Establishes standardized communication guidelines and best practices for store communication.
    1. Responsible for the design, development and implementation of tools to manage the timing of all plans and projects implemented in the field.
    2. Develops implementation plan for all aspects of store communication and program launches.
    3. Researches, analyzes, develops and recommends processes and procedures that impact execution in the stores to meet business objectives and compliance needs.
    4. Develops and implements communication strategy for District Operations and Merchandise Partners.
  • Responsible for leading and maintaining simplified best practices and processes.
  1. Provides subject matter expertise and feedback to teams involved in the development of best practices, processes and merchandising guidelines that impact store operations.
  2. Develops and implements process to update and maintain store best practices and processes.
  3. Provides guidelines and templates to be used to create or enhance best practices and processes for support center business partners.
  4. Acts as gatekeeper for communication channels to stores.
  • Measures results for continuous improvement.
  1. Acts as a liaison between Store Operations and all other corporate departments; attends a variety of meetings with related business areas to represent the store operations function.
  2. Identifies metrics and develops a scorecard to ensure consistency of execution across stores and districts.
  3. Identifies metrics, builds a scorecard to ensure consistency of execution for corporate departments.
  4. Maintains all project plans, ensures compliance to timeframe and collaborates with stakeholders for all implementation processes.
  • Directs operational and fiscal activities of the Operations Support team and creates a positive experience for team members as a servant leader.
  1. Develops department plans, including business, production and/or organizational priorities.
  2. Interviews, selects, evaluates and recognizes team member results and actions.  
  3. Promotes a constructive work environment, organizing staff to accomplish work and meet business demands and encouraging initiative and risk taking.
  4. Provides team with opportunities for on-going self-development.  
  5. Manages operational and fiscal activities of a department to include staffing levels, budgets and/or financial goals.




Bachelor’s degree in business administration, communications or related field, plus a minimum of five (5) years of communication and/or store management experience in the retail industry, or an equivalent combination of education and experience. Demonstrated project leadership experience is required.


·       Strong knowledge of retail store operations, merchandising and process improvement

·       Expertise in communication practices and methods

·       Advanced Project leadership methods in areas such as negotiating and managing stakeholder expectation, risk identification and management, assessing progress and control methods.  

·       High level of computer literacy and ability to operate related software programs



·       Strategic-thinker, ability to plan long-range, connect projects and people across the organization.

·       Agility to manage day-to-day, to forecast and manage the pace of information flow.

·       Effective communication, both verbally and in writing.

·       Excellent negotiation and presentation skills.

·       Can provide guidance and input on a diverse range of technical and store operational issues and problems.

·       Can effectively communicate project plans and implementation.

·       Can conduct and facilitate a variety of meetings.

·       Ability to forecast and manage the pace of information flow.




Not applicable.

Certification in Project Management, preferred


PHYSICAL DEMANDS - Employees may occasionally experience the following physical demands for extended periods of time:

  • Keyboarding
  • Viewing a computer monitor
  • Driving


Work is performed in a business office environment. Frequent travel to different stores. Occasional out-of-town travel involving overnight trips is required


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