Retail Operations Lead

GENERAL SUMMARY
The Retail Operations Lead contributes to team and company success through a skillful 
combination of process expertise, customer focus, and operational execution. He/she is 
responsible for delivering exceptional customer experiences while also effectively supporting 
the management team in overseeing daily facility operations. The Retail Operations Lead sees 
the big picture and is able to prioritize business needs while attending to the details that ensure 
customer satisfaction. He/she is a positive team leader who consistently champions company 
culture and goals. 
ESSENTIAL DUTIES & RESPONSIBILITIES
• Models operational excellence through customer focus, attention to detail, omnichannel 
awareness, and big picture thinking.
• Takes ownership for ensuring customer satisfaction; helps drive customer loyalty 
through high-touch, knowledgeable, and professional execution.
• Partners with management team to drive KPI results and maximize opportunities to 
grow and optimize the business.
• Consistently champions company culture and goals and fosters a positive team spirit.
• Provides real time recognition, coaching, and leadership to peers; delegates effectively 
and inspires cooperation from others.
• Proactively assumes manager-on-duty responsibilities in the Operations Manager’s 
absence; keyholder who regularly opens/closes the facility independently.
• Regularly trains and mentors new hires and less experienced team members.
• Provides feedback to management team regarding team, process, and facility 
improvements.
• Highly skilled across the Operations spectrum; Acts as a point of escalation for complex 
transactions, processes, and customer service incidents.
• Helps to lead the Quarterly Physical Inventory (QPI) preparation and count/verification, 
Will Call Sweep, and/or other cyclical processes.
• Initiates professional internal and external communication via email, Slack, phone, and 
in person; responds to communication in a clear, informative, and timely manner.
• Demonstrates project management abilities; independently sees special assignments 
through to completion.
• Maintains facility safety, cleanliness, and organization as directed by company policy and 
the management team.
• Executes all other duties as assigned.
MINIMUM QUALIFICATIONS
To perform this position successfully, an individual must be able to perform each job duty 
satisfactorily. The requirements below are representative of the knowledge, skills, and abilities 
required. Reasonable accommodation may be made for individuals with disabilities to perform 
their essential duties.
Required Knowledge, Skills, and Abilities:
• Success oriented.
• Self-directed with strong time management and organizational skills.
• Skillful problem solving and critical thinking abilities.
• Leadership, mentorship, and training acumen.
• Independent project management skills and consistent follow through.
• Ability to work well independently and as part of a team.
• Excellent written, verbal, and interpersonal communication skills.
• Adept with technology including Microsoft 365, handheld devices, apps, etc.
• Ability to operate warehouse equipment safely (i.e., pallet jack, hand truck, shipping and 
handling equipment).
• Ability to work at least one weekend day per week; flexibility to work early/late or varied 
days on occasion.
Required Length and Type of Experience:
• 3-5 years’ experience in a retail or warehouse environment.
PHYSICAL AND ENVIRONMENTAL DEMANDS
The characteristics below are representative of the physical and environmental demands 
required by an individual to successfully perform the essential duties of this position. 
• Ability to lift and carry up to 50 lbs.
• Ability to stand and walk for up to 8 hours per day.
• Ability to repeatedly lift, push, pull, bend, stoop, twist, and kneel.
• Ability to load, unload, and operate a hand truck safely.
CORE COMPETENCY REQUIREMENTS
All individuals are expected to meet the standards of performance in the core competencies 
listed below as applied to the position.
• Performance Standards – Sets and maintains high performance standards; pays close 
attention to detail, accuracy, and completeness; shows concern for all aspects of the job 
and follows up on work outputs.
• Customer Focus – Consistently provides excellent service; proactively offers assistance; 
communicates clearly, professionally, and positively; looks for ways to add value beyond 
customers’ immediate needs; works diligently to find solutions when issues arise.
• Motivation – Displays energy and enthusiasm; commits to putting in additional effort; 
maintains a high level of productivity and self-direction.
• Reliability – Takes personal responsibility for job performance; completes work in a 
timely and consistent manner; follows through on commitments, reports for shifts 
professionally dressed and on time.
• Adaptability – Adapts positively to changing work environments, work priorities, and 
organizational needs; Able to effectively deal with change and diverse people.
• Teamwork – Contributes to a positive team environment; works effectively with others 
in the team setting and across departments; able and willing to share and receive 
information; puts team/company goals first.
• Professionalism – Maintains professional demeanor and communication with customers, 
colleagues, and management at all times; demonstrates ability to remain professional 
during periods of high volume or stress.
• Communication – Expresses ideas effectively; organizes and delivers information 
appropriately; listens actively.
• Integrity – Acts in the best interest of the company; shares complete and accurate 
information; adheres to organizational policies and procedures.
• Initiative – Takes action to influence events; demonstrates a sense of urgency and 
responsiveness; generates ideas for improvement; does more than required.
• Problem Solving – Effectively identifies problems, analyzes relevant information, and 
finds solutions. Escalates issues to management team as appropriate. 
• Planning and Organization – Plans and organizes tasks and work responsibilities to 
achieve objectives; sets priorities; allocates and uses resources properly.
• Compliance – Consistently adheres to all workplace health and safety policies.
LEADERSHIP COMPETENCY REQUIREMENTS
• Leadership Skills – Trains new hires as assigned and takes a proactive approach to 
teaching/assisting less experienced colleagues. Leads by example. Models a high level 
of professionalism and customer service aptitude.
• Judgment & Decision Making – Acts decisively. Exercises good judgment and makes 
effective, timely, and informed decisions. Seeks to identify, analyze, and resolve 
problems effectively.
• Interpersonal Skills – Demonstrated success in partnering across the organization. Able 
to coach and motivate others. Fosters commitment, pride, and team spirit. Uses candor 
and sensitivity in dealings with others.
• Personal Attributes – Always acts in a principled manner. Demonstrates continuous 
learning and improvement mentality. Fosters credibility through trust and relationships. 
Demonstrates respect for all.