Store Operations Support Manager

Manager / Senior Manager – Store Support Center

Overview:

Our Client, a rapidly growing retail organization, is seeking a Manager / Senior Manager of Store Support Center Operations to lead their enterprise-wide help desk function spanning IT, Store Operations, Customer Support, Facilities, HR, and Vendor Management. This role owns the delivery, performance, and continuous improvement of a centralized service desk, including oversight of a near-shore Level 0/1 support center. The ideal candidate brings strong service management expertise, experience supporting multi-functional operations, and the ability to scale processes in a high-growth retail environment.

Key Responsibilities:

Enterprise Service Desk Leadership

• Lead the centralized Enterprise Service Desk supporting IT, POS systems, Store Operations, Customer Support, Facilities, HR, and vendor-related inquiries.
• Ensure service desk operations, workflows, and standards are optimized, scalable, and aligned with business needs.
• Drive consistency across processes, triage models, and escalation paths.

Near-Shore Support Center Management

• Oversee the Level 0/1 near-shore support partner responsible for triage, call handling, basic troubleshooting, and ticket routing.
• Define and maintain SLAs, KPIs, and quality standards with the support vendor.
• Provide clear documentation, scripts, and knowledge materials to support accurate and efficient handling.

Cross-Functional Collaboration

• Partner with leaders in Store Operations, Facilities, HR, Customer Care, and other business areas to define workflows and escalation models.
• Identify and delegate repeatable tasks appropriate for Level 0/1 support.
• Maintain service playbooks and coordinate handoffs to Tier 2 or back-office teams.

Service Excellence & Optimization

• Maintain a unified ticketing, triage, and escalation framework across all business functions.
• Improve first-contact resolution and reduce escalations through training, automation, and knowledge enablement.
• Lead root-cause analysis to identify operational gaps, systemic issues, and process improvements.

Reporting & Analytics

• Establish KPIs, dashboards, and performance metrics across all supported areas (SLA compliance, CSAT, AHT, etc.).
• Deliver insights to business leaders to support workforce planning, training, and operational optimization.
• Use data to enhance service performance and drive continuous improvement.

Knowledge Management & Self-Service

• Govern and maintain a cross-functional knowledge base for both internal teams and near-shore agents.
• Promote adoption of self-service tools, FAQs, forms, and automated workflows.
• Ensure documentation accuracy and accessibility across all supported functions.

Governance, Compliance & Quality Assurance

• Ensure policies, procedures, and support activities comply with data privacy, HR confidentiality, and internal standards.
• Conduct regular quality audits of near-shore operations and internal support teams.
• Maintain continuity plans for critical business functions.

Qualifications:

• Bachelor's degree in Business, Information Systems, or related field.
• ITIL Foundation required; ITIL Practitioner or Managing Professional preferred.
• 5–7 years of Service Desk or Service Delivery leadership.
• 3+ years managing outsourced or near-shore support teams.
• Experience supporting multi-function operations within retail, grocery, or logistics environments.
• Strong cross-functional leadership and vendor management skills.
• Analytical, data-driven mindset with experience improving SLA and service performance.
• Excellent communication skills with the ability to partner with executives, vendors, and frontline teams.

Why This Role:

This position plays a critical role in scaling a fast-growing retail organization by ensuring stores, customers, and internal teams receive world-class support. You'll shape service operations during a period of major expansion, partner closely with leaders across the business, and own a high-visibility function that directly impacts store performance and customer satisfaction. For a service-oriented leader who thrives in fast-paced environments, this is an opportunity to build, improve, and influence at the enterprise level.