Manager - Omni Operations

Job Title: Manager, Omni Operations
Division: Omni
Supervisor Title: Director, Omni Operations
Location: St Petersburg, FL (NOC)
FLSA: Exempt
Job Summary
The Manager, Operations, provides leadership oversight to projects that support operational efficiency, customer service expectations, company profitability, and proactively identifies training opportunities. Support Omni Operations and Omni Systems through project execution & analyses, lead in the resolution of technical issues impacting the store and street channel business performances, the evaluation of systems and workflow operations and implement solutions to improve efficiency and effectiveness. Lead projects with other business departments to bring enhancements, changes, and fixes to over 600 retail stores nationwide. This position will lead and support operational initiatives, policies procedures and processes that are seamless to the customer and simple for store and street teams to execute at all levels, drive sales and brand loyalty. Create and deliver communication to multiple levels within the organization, including POS procedure manual, Policy and Procedure manual and documentation for stores as applicable to projects.
Job Responsibilities

• Assist with the development, implementation, and monitoring of employee policies to support the delivery of great customer and employee experience
• Support RDs with AD HOC support issues
• Partner with communications team to identify, develop, and create communication for stores, DMs, SBPs, and DSMs.
• Research and report our company questions on operations related issues, identify expense savings and/or profitability opportunity.
• Establish a track record of clear communication throughout the organization
• Manage input and follow up on IT tickets to support new store and street systems
• Help manage and create Salesforce Objects
• Responsible for creating and maintain omni operational processes such as: open/closing procedures/operation procedures, receiving and monitoring shipment transits, collaboration with Internal Control on shrink integrity
• Drive and execute ad hoc operations projects as needed.
• Identify and lead DM system/process training in conjunction with Regional Director or VP
• Support stores through taking NET calls/emails and answering Omni Salesforce Chatter
• Proactively hindsight with the field and NOC business partners to impact current and future processes and impact expense management
• Assist with the documentation and remediation of support issues and training gaps as they are identified
• Improve processes and service to the field by building strong cross-functional relationships, including IT, Internal Control, Finance, Category Management and Training.
• Perform other tasks and projects as directed by Omni Operations Leadership (e.g. attend and present at store leadership conferences)
• Support Sales by working with Credit and Customer Care teams to ensure orders are flowing correctly.
• Educate NOC business partners on the policies and operations of stores and street so they can make more informed and educated decisions.
• Partner with Internal Control on any internal audit work, including preparation, gathering of P & Ps, and supporting documentation and working L’Oreal IT and Internal Control to implement process changes and fixes.
• Create documentation and development of store and street support training gaps as they are identified or new processes/procedures need to be developed, documented, and trained.
• Lead and support omni operational initiatives.
• Manage the creation, implementation, and maintenance of omni support documentation to support store and street profitability and operations.
• Provide operations expertise and perspective to support employee and customer facing initiatives.

Experience, Competencies And Physical Requirements

• Valid driver’s license and ability to operate company vehicles
• Self-starter with a high level of professionalism and demonstrated initiative, judgment, decisiveness, confidence, and discretion
• Highly proactive; takes initiative to begin and complete projects; masterful at follow-up and tracking work projects
• Salesforce experience required. SAP and POS by GK preferred
• Excellent problem-solving ability
• Ability to think outside the box and conceptualize innovative ways to provide information and initiatives to the field
• Strong administrative and leadership skills to maintain high standards and coordinate staff effectively
• Extremely well organized; able to effectively multitask while maintaining professionalism and composure
• Ability to work nights and weekends as needed per the business requirements.
• Business Degree in related field preferred
• Flexible, diplomatic, detail-oriented style with professional, positive manner
• Excellent written and verbal communication skills, including both speaking, presenting, and listening
• Advanced proficiency in Microsoft applications including PowerPoint, Word, and Excel; proficient and comfortable with technology and able to troubleshoot routine technological issues.
• Able to prioritize and manage time effectively, and to balance competing demands and priorities in a very fast-paced environment
• Ability to travel 50% or when needed
• At least 3-5 years of experience in retail operations or related field

SalonCentric is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender (including pregnancy), national origin, age, disability, veteran status, sexual orientation, or any other status protected under local, state, or federal laws.