Customer Experience Store Operations Manager

7 days ago


Denver, Colorado, United States Michael's Inc Full time

Job Title: Customer Experience Store Operations Manager

Location: DEN-BRIGHTON, CO

We are seeking a highly motivated and experienced store operations manager to lead our team in delivering exceptional customer service and driving sales growth. As a store operations manager, you will be responsible for managing front-end operations, maintaining store recovery standards, and leading omnichannel processes.

Key Responsibilities:

  • Lead and Manage Adherence to SOPs and Company Programs: Assist the store manager in ensuring compliance with applicable laws and requirements, executing company policies and standards, and holding them accountable for store conditions and results.
  • Front-End Operations: Ensure all front-end policies and procedures are followed, achieve KPIs, and manage your team to achieve their role KPIs.
  • Events Execution: Plan and lead the execution of class and in-store events in accordance with company programs.
  • Omnichannel Processes: Lead the omnichannel processes.
  • Shrink and Safety Programs: Manage and execute shrink and safety programs.
  • Cash Reconciliation: Assist with cash reconciliation and bank deposits.
  • Inventory Processes: Assist with inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • New Team Member Onboarding: Assist with the onboarding of new team members.
  • Customer Experience Training: Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results, participate in the performance management process, support talent development of your team, and utilize leadership competencies for continued self-development.
  • Manager on Duty (MOD): Serve as manager on duty (MOD).
  • Positive Image: Interact with others in an accepting and respectful manner, remain positive and respectful, even in difficult situations, promote commitment to the organization's vision and values, project a positive image, and serve as a role model for others.
  • Customer Service: Acknowledge customers, help locate the product, and provide solutions.
  • Truck Unloading and Stocking: Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
  • Shrink and Safety Programs: Manage and execute the shrink and safety programs.
  • Cross-Training: Cross-train in custom framing selling and production.

Additional Responsibilities:

  • In select stores without a Framing Manager, responsibilities include leading the delivery of high-quality custom framing solutions to customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.

Preferred Qualifications:

  • Retail management experience preferred.

Physical Requirements:

  • Able to remain standing for long periods of time.
  • Able to move throughout the store.
  • Regular bending, lifting, carrying, reaching, and stretching.
  • Lifting heavy boxes and accessing high shelves by ladder or similar equipment.

Work Environment:

  • Able to work in a public retail store setting taking care of customers; all public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; Frame shop contains glass cutter and heat press; work hours include nights, weekends, and early mornings.

Salary Range: $15.25 - $21.40



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