Retail Operations Supervisor

2 weeks ago

Memphis, Tennessee, United States The Home Depot Full time

Position Overview:


The Retail Operations Supervisor (ROS) reports directly to the Store Manager and is tasked with overseeing store personnel, sales performance, customer satisfaction, safety protocols, product availability, store presentation, and overall profitability of a retail outlet.

Each ROS is accountable for a designated segment of the store:
Operations, Night Operations, Merchandising, or Specialty.

Operations, Merchandising, or Specialty ROSs work closely with team members to ensure they possess the necessary skills to assist customers, execute processes, and meet general expectations for their roles.

ROSs exercise independent judgment and collaborate with the Store Manager, Department Supervisors, and fellow Supervisors in the daily management of store operations.

ROSs are responsible for fostering a safe working environment by ensuring team members adhere to all safety regulations, completing required safety training, and promptly addressing hazards and unsafe conditions.

The Merchandising Retail Operations Supervisor (MROS) oversees the Merchandising departments (Garden, Hardware, Lumber, Building Materials, Plumbing, and Electrical) to guarantee the effective implementation of core initiatives aimed at enhancing customer service, product availability, and store presentation.

MROSs drive profitability and minimize losses by managing personnel and operations to meet sales targets, ensuring product availability, and maintaining merchandising standards. They collaborate with their Store Manager, other ROSs, and the Merchandising field teams to formulate strategies and objectives that enhance sales and profitability, while also developing actionable plans to implement departmental strategies, manage direct reports, and ensure seamless departmental operations.

MROSs guide team members towards top priorities throughout the store, providing regular coaching and ensuring associates are well-informed about department merchandise and services. They lead by example, championing team development while consistently delivering results in sales, service, and profitability.

Key Responsibilities:


25% - Customer Engagement - Foster customer service excellence and associate involvement; mentor team members on effective customer service practices and ensure the team delivers exceptional service.

Set the standard for customer engagement, observe interactions, celebrate successes, and provide constructive feedback for improvement. Train and guide Department Supervisors (DSs) and associates on customer service standards and operational excellence to enhance profitability. Manage customer service initiatives to optimize sales performance, profitability, and customer satisfaction. Address customer concerns effectively and take necessary actions to resolve issues promptly. Ensure all associates understand the significance of outstanding customer service, product availability, and store presentation. Recognize exemplary customer service behaviors using recognition tools. Provide feedback on service standards.

10% - Product Availability - Collaborate closely with Department Supervisors (DS) to ensure Store Standards are upheld.

Identify product shortages for immediate resolution and inventory adjustments. Communicate and ensure departmental associates adhere to store standards. Conduct quality assessments with department associates and DSs; monitor for low stock and out-of-stock items. Partner with Night Operations and/or Regional Merchandising on execution of inventory management. Review high shrink categories for inventory accuracy. Collaborate with Asset Protection to establish a routine for monitoring high shrink areas.

Follow up on categories with significant visual outs; validate inventory processes and accuracy; escalate opportunities to the appropriate merchandising partner.

Ensure DSs comply with clearance and markdown processes.

25% - Team Development - Contribute to the recruitment process by assisting with hiring and interviewing, making decisions on qualified candidates.

Review individual training completion and ensure departmental training is current, promoting engagement through available learning tools.

Evaluate performance and take necessary actions regarding personnel matters, including task allocation, training, development, performance management, compensation, conflict resolution, and terminations.

Monitor associate engagement levels and drive initiatives that reflect the voice of the associate. Identify and address team member concerns.

Delegate tasks to DSs and instruct them on utilizing store platforms for task assignment and follow-up with their teams.

Utilize coaching as a collaborative method to enhance performance through goal setting, feedback, and relationship building; provide real-time coaching based on observations and behaviors, supporting active associate development.

Support talent management efforts by monitoring succession planning and ensuring all associates have active Development Blueprints in place. Adhere to all company policies and procedures, holding associates accountable for compliance.
10% - Safety Compliance - Ensure associates adhere to all safety and hazardous materials procedures and guidelines at all times. Complete assigned safety training relevant to the role. Utilize appropriate Personal Protective Equipment (PPE) and guide associates on proper usage. Educate team members on safe lifting techniques and ensure compliance with safety protocols around equipment. Adhere to work rules outlined in Standard Operating Procedures and inform associates of these guidelines.

Promptly address unsafe conditions and assist customers who may be shopping in an unsafe manner; ensure that aisles and walking surfaces are safe.

Ensure associates complete all relevant checklists in accordance with timing expectations and verify issue correction and preventative measures are implemented.

Recognize associates for safe practices.
10% - Sales & Performance - Maintain departmental profitability through analysis, trend identification, and addressing identified challenges. Communicate company objectives to associates and motivate them to achieve established goals.

Work alongside direct reports to evaluate sales, service, and profitability opportunities, creating effective plans to implement necessary improvements and celebrate successes.

Review assigned tasks, execution of events, and company priorities; communicate upcoming projects and priorities as outlined in internal communications.

Collaborate with management teams to understand upcoming projects, resets, and other operational initiatives. Leverage sales and profit opportunities through loss prevention, safety compliance, financial management, and markdown controls. Ensure DSs are tracking departmental performance using available tools. Guide DSs in making informed decisions to maximize sales. Emphasize the importance of monitoring departmental performance and teach associates how to access key performance metrics. Build relationships with the store's best professional and DIY customers.

10% - Shared Management Responsibilities - Execute Opening, Closing, and Management on Duty (MOD) activities as well as other store-wide responsibilities.

Lead store kickoff meetings and walk through each department to ensure store readiness. Communicate messages, priorities, and tasks to all associates. Conduct hand-off discussions with the previous MOD before their shift concludes; identify areas for focus or follow-up. Ensure that inventory management and approvals are being completed. Connect all customer service-related escalations to the appropriate associate and ensure resolution. Ensure adequate staffing in assigned departments, address staffing challenges, and monitor associate attendance.

10% - Store Presentation - Ensure proper maintenance, merchandising, and organization of displays and store events in accordance with store standards.

Communicate and ensure associates adhere to departmental standards. Review merchandise presentation, signage, and pricing daily. Ensure the store is organized and free of clutter.

Direct Manager/Direct Reports:
This Position typically reports to Store Manager
This Position has 0 Direct Reports

Travel Requirements:
No travel required.

Physical Requirements:
Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).

Working Conditions:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

Preferred Qualifications:
None

Minimum Education:
The knowledge, skills, and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:
Minimal or no educational requirement for this job.

Minimum Years of Work Experience:
1

Preferred Years of Work Experience:
1

Minimum Leadership Experience:
None

Preferred Leadership Experience:
None

Certifications:
None

Competencies:
Action Oriented
Directs Work
Builds Effective Teams
Drives Engagement

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