Director Store Operations - Remote Job at Harbor Freight Tools USA, Inc.
The Store Operations team at Harbor Freight Tools is responsible for delivering a best-in-class experience for our 20,000+ associates and customers across 1300+ stores.
The Director of Store Operations leads the functional strategies and execution for the Store Operations, and Customer Experience teams for retail stores. In partnership with leaders across multiple corporate business functions and the field, this role will shape and optimize our store operations, equipping associates with the tools, resources, and education needed to deliver excellence in operational execution and customer engagement. This role will play a critical role in continuing to support and drive our goal of being a Great Place to Work and Great Place to Shop.
Essential Duties and Responsibilities
The Director of Store Operations leads the functional strategies and execution for the Store Operations, and Customer Experience teams for retail stores. In partnership with leaders across multiple corporate business functions and the field, this role will shape and optimize our store operations, equipping associates with the tools, resources, and education needed to deliver excellence in operational execution and customer engagement. This role will play a critical role in continuing to support and drive our goal of being a Great Place to Work and Great Place to Shop.
Essential Duties and Responsibilities
- Develop a deep understanding of our business model, customers, and operations to enable effective management of our store operations and customer experience.
- Coach and develop a team of strong leaders and high performers.
- Create, model, and support a culture of excellence in execution, continuous improvement, and collaboration.
- Lead the Store Operations team in optimizing cross-functional workflows that equip our associates to execute daily operations effectively and efficiently.
- Oversee planning and execution of concurrent multi-store rollouts
- Lead the creation of a new Customer Experience team focused on development and optimization of a holistic customer engagement strategy in stores.
- Oversee pilot strategy, approach, execution, and analysis of customer engagement models leading to deployment of desired solution.
- Partner with Labor Planning & Scheduling to ensure that required workload is adequately accounted for and allocated.
- Ensure project success through championing robust project management practices.
- Build influential relationships with leadership across other departments, including Operations, IT, Transportation, Store Environment, Merchandising, Marketing, and Inventory Control.
- Regularly present strategic topics and tactical updates to senior leadership.
- Build, drive, and protect a rewarding and engaging culture where an appreciation for tradition is balanced with a passion for continuous improvement. Drive our values that reward, promote, and encourage high performance while ensuring we always do the right thing for our people. Encourage a high level of trust and transparency across all levels and functions.
- Promote diversity in the workplace and ensure recruiting and development strategies attract and grow a diverse pool of candidates and associates.
- Support our goal of being a Great Place to Work and Great Place to Shop.
- Additional Duties as assigned by management
Scope
- Staff supervision and Development – Yes
- Decision Making –
- Drafts policy documents and resolves problems
- Provides data for decision support
- Negotiates on behalf of management
- Provides consultation or expert advice
- Participates in planning business objectives
- Represents the company in handling complaints, disputes or resolving grievances
- Travel – Up to 25 %
- Location – Remote
Requirements
Job Qualifications – Education and Experience
Required
Required
Required
- Experience developing and implementing customer service models
- Bachelor’s Degree with business, marketing, or operations management; MBA preferred
- 7+ years of operations experience required; retail industry preferred
Required
- Business Acumen: knowledgeable in current and possible future policies, practices, trends, technology and information regarding retail data, analytics and business intelligence. Understands the purpose and stakeholders of Harbor Freight practices, policies, procedures and systems.
- Analytical Ability: able to evaluate and manipulate large, complex data sets and identify critical information. Able to extrapolate information into predicted results based a combination of rigorous logic and intuitive understanding of operational principles.
- Presentation Skills: translates complex data analysis into actionable, understandable material for diverse audiences in all formats, including formal presentations to large and/or senior teams, as well as informal one-on-one updates
- Learning on the Fly: Learns quickly when facing new problems. Relentless and versatile in the pursuit of creative solutions. Quickly grasps the essence and underlying structure of problems.
- Managing and Measuring Work: establishes clear objectives and measures for self and others. Monitors and reports on progress and results. Sets benchmarks and ensures accountability.
- Dealing with Ambiguity: able to drive for results while managing changes in priorities/scope. Can quickly adapt to evolving business needs.
- Strong project management and planning skills
- Strong knowledge of Microsoft Office Suite
Physical Requirements
General office environment requiring ability to:
The anticipated salary range for this position is $140,000-$210,000 depending on location, knowledge, skills, education and experience. This position is also eligible for an annual discretionary bonus. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company’s 401k plan, as well as a deferred compensation plan. Associates will accrue paid time off up to 136 hours per year, including 16 hours of Floating Holidays and paid sick time up to 80 hours per year unless otherwise required by law. The Company observes 12.5 paid holidays.
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General office environment requiring ability to:
- stand, walk, sit for extended periods of time
- speak and listen to others in person and over the phone
- use keyboard and read from computer screen and reports
- lift up to 15 lbs.
The anticipated salary range for this position is $140,000-$210,000 depending on location, knowledge, skills, education and experience. This position is also eligible for an annual discretionary bonus. In addition, we offer comprehensive and competitive benefits to Associates (and their families) such as medical, dental, vision, life insurance, short-term and long-term disability. Eligible Associates are able to enroll in our company’s 401k plan, as well as a deferred compensation plan. Associates will accrue paid time off up to 136 hours per year, including 16 hours of Floating Holidays and paid sick time up to 80 hours per year unless otherwise required by law. The Company observes 12.5 paid holidays.
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About Harbor Freight Tools
We're a 45 year-old, $6.5 billion national tool retailer with the energy, enthusiasm, and growth potential of a start-up. We have over 1,300 stores in 48 states across the country and are opening several new locations every week. We offer our customers more than 7,000 tools and accessories, from hand tools and generators to air and power tools, from shop equipment to automotive tools. We provide our customers with the right tool for the right job at the right price, always delivering quality and value.
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