Director of Operations - My Melrose : Job Details

The Director of Operations is a key role on the leadership team reporting directly to the President/COO at Melrose. This individual will have broad operational expertise while understanding both strategic and tactical elements of building a world class Operation s Organization.

Informed, but willing to learn as well as teach, this leader serves as liaison between HQ and Field, championing initiatives which allow the Field to excel while serving the needs of HQ Business Partners. Responsible for all things Operational, the Director will wear many hats and toggle back and forth with ease.

Principal Responsibilities:

Inspires excellence

Serves as a model of excellence in recognition of performance across all areas of the company

Has a light touch; easy to approach, is someone people seek out

Develops reputation as a go to person who is a valued business partner, respected for their knowledge, but also their desire to assist where needed

A Change Leader; able to adapt to an entrepreneurial, privately owned enterprise

Is a champion of the customer and makes all decisions with both internal and external customers at the center of their decision matrix

Owns customer service measurements and metrics

Develops best practices designed to improve the customer experience

Manages HQ workload to ensure appropriate gulp rate in field

Handles any customer complaints collaboratively with Field with an eye towards delighting the customer

Leverages strengths on the team to develop strengths in others

Stretches their team and prepares them for the next level

Maintains transparency with their Direct Reports to build trust and buy in

Listens, Coaches and Advocates for their team

Responsible for organizing and coordinating Melrose daily operations

An advocate for simplification; looks to reduce workload through systemic upgrades

Ensures all daily reports are available and accurate to allow the organization to react appropriately

Communicate non-compliance sales audit issues to field management as reported by Accounting

Run weekly payroll reports & email it to field management staff using the database created by Operations Analyst

Manages store supplies and new store execution

Manages Store Communication

Responsible for store opening & closing procedures and coordination

Shares responsibility with the President/COO in development and measurement of Key Performance Indicators (KPIs) such as Sales, Payroll, Shrink and other compliance related issues

Applies inspirational leadership to communicate successes to the organization

Studies the industry to understand how we can learn from others

Ensures all operational policies and procedures are accurately documented and communicated

Solicits suggestions on needed changes and secures proper approval

Distributes updated material to the field and home office staff as needed

Creates new policies and procedures as the organization or industry evolves

Supports the Upper Field Leadership Team and serves as their primary home office contact

This includes running daily, weekly, monthly sales reports by district and uploading to the appropriate end users

Collecting and updating weekly itineraries

Manages travel for HQ and Field Teams as needed

Submits completed travel itineraries to President and Accounting

Assist Owners with any special personal travel needs

Able to travel at appropriate intervals to understand Field Opportunities

Assists the President/COO on an as needed basis regarding ongoing operations and special projects. This includes:

Coordination of Field Management Meetings

Updating NSB with new stores/closed stores, district alignments

Running weekly sales reports

Distribution of monthly Sales Goals

Works with President to define monthly Bonus Goals

Develops, Trains and Inspires Manager of Process, Productivity and Development, Operations Facilities Coordinator and Operations Coordinator

Takes a proactive stance in cross training Ops Team Members

Candidate Competencies/Requirements:

College Degree in associated field or 5-10 years industry experience equivalent

Proven experience in implementing strategies, policies and procedures

Exceptional leadership, organizational and communication skills

A prolific multi-tasker, able to handle dynamic workload calmly

Able to travel as needed

Proven problem solving skills

Familiarity with legal rules and guidelines which intersect operations

A people person; someone who is at ease working with diverse personalities

Transitions easily between strategic and hands on

Ability to transition from managing at the field level to directing at HQ level