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Senior Operations Strategist, Field Support

2 months ago

Austin, Texas, United States Whole Foods Market Full time

Job Overview
The Senior Operations Strategist, Field Support acts as a pivotal business performance and management collaborator, primarily focused on utilizing data-driven insights to empower the Field Support Team in enhancing operational excellence and customer satisfaction across our retail locations.

This role is essential in harnessing existing performance evaluation tools and sustaining foundational data that identifies point stores by product team, aiming to maximize the effectiveness of Field Support resource deployment.

Key responsibilities include influencing the Field Support Calendar, overseeing Store Audit and Retail Excellence Visit scorecards, and ensuring that the team's travel expenditures remain within the quarterly budget.

The position also entails assessing the impact of both in-person and remote interactions with stores to guarantee that targeted outcomes are met, leveraging this information to provide senior leadership with actionable recommendations for process enhancements.

This team member must comprehend business objectives by product team and stay informed about changes that may affect results, necessitating collaboration with other functional areas within the One Operations Teams and additional Support Teams.

This role will be crucial in assisting the Field Support Team in managing an expanding portfolio of stores while consistently delivering improved service quality in alignment with the team's long-term strategic objectives.


Key Responsibilities:
  • Accountable for maintaining an accurate record of current activations and assessing overall effectiveness.
  • Responsible for managing a comprehensive roster of the Process & Field Support Team, including key details that drive activation (e.g., Area, Team, remote location, SME areas, access groups, committee alignments, etc.).
  • Oversee the portfolio point store assignments, facilitating updates as team composition changes; maintain attributes such as point for Daily Shop and other variations for store support.
  • Monitor total store engagement, supporting OTLs in periodic reviews of REV completions to ensure every store receives a visit (virtual or otherwise) each quarter.
  • Maintain audit results and provide reporting to partner teams.
  • Conduct periodic surveys of the Process & Field Support Team, analyze results, and deliver actionable recommendations.
  • Monitor activation data to ensure activities align with established operational mechanisms (which may vary by team or evolve quarterly).
  • Formulate hypotheses regarding the impact of activation data on business outcomes and test these hypotheses using maintained data.
  • Provide periodic insights to senior leaders, demonstrating how operational methods effectively drive business outcomes while identifying deviations or unfavorable results.
  • Assist senior leaders in ensuring compliance across large, dispersed teams and develop mechanisms to proactively identify risks.
  • Generate recommendations to enhance operational methods based on maintained data.
  • Gather business requirements from the Process & Field Support Team regarding the mechanisms used to track and monitor activation methods (e.g., REV tool, Quicksights reporting, Smartsheet forms, reporting, automations).
  • Create systems for collecting and maintaining data sources that lack designated tools.
  • Develop and maintain an onboarding guide to inform new team members about current operational methods, activation strategies, and data sources for monitoring their own activations.
  • Support the upkeep of the Field Support Calendar and derive insights to connect team members activating in the same store/metro as necessary.
  • Analyze travel expenditure data and formulate recommendations to align priorities with spending.
  • Assist in estimating capacity relief for the Process & Field Support Team; as processes improve, remote monitoring capabilities increase, and workflows shift; help evaluate capacity relief from this team (e.g., support time studies, etc.).
  • Anticipate risks stemming from change management constraints and assess impacts on Field Support execution metrics.
  • Analyze store ticketing platforms monthly to monitor SLA performance and identify recurring themes that may indicate broader network gaps.
Required Skills:
  • Exhibits a high degree of ownership over maintained data; capable of developing self-checking functionalities to ensure data integrity.
  • Highly communicative with stakeholders to ensure recommendations are clearly understood.
  • Able to connect task completion with business outcomes (KPIs).
  • Capable of designing processes or strategies to enhance efficiency.
  • Able to translate qualitative data into reportable formats and actionable recommendations.
  • Demonstrates understanding of retail operations.
  • Ability to incorporate lessons learned into future mechanisms, reporting, recommendations, and communications.
  • Skilled in cross-functional collaboration and consultation with relevant stakeholders.
Education & Experience:
  • BA/BS degree and 6-8 years of relevant experience OR equivalent combination of education and relevant experience.


At Whole Foods Market, we are committed to providing a fair and equal employment opportunity for all team members and candidates, regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic.

Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

Please be aware that other career sites may not be accurate or up to date and may even be fraudulent. We encourage and recommend all candidates to apply via our site.