As an Omni Experience Manager, you will drive sales growth and profitability through the leadership of Buy Online Pickup in Store (BOPIS), Fulfillment, and overall Store Operations. This role supports the growth of the omni contribution to our total business in response to ever changing customer shopping patterns and requirement to reinvent the overall store experience. Position focus for this role is on Ship to Home and Buy Online Pickup In Store.
You will lead a team that cares for our customers by delivering an outstanding omni experience. You are empowered to do the right thing. We believe all goals can be achieved through our ability to grow outstanding teams.
Do the right thing:
Be an expert of operations, accuracy, process, and efficiency
Engage associates and customers with a welcoming and friendly attitude
Promote high store associate engagement through recognition, regularly communicating policies, and sharing of business-critical information
Establish clear goals and expectations for omni associates
Identify store and team needs and drive solutions to enhance store profitability
Open and close the store, including weekends
Maintain a safe working environment
Care for our customers:
Lead team to drive the omni customer experience in store
Lead and coach team to quickly and accurately pick, pack, and ship online customer orders
Achieve Fulfillment and BOPIS goals and deliver omni reporting analysis to identify opportunities for growth and improvement:
STH and BOPIS ship and fill rates
BOPIS curbside wait time
BOPIS CHARM score
STH units vs goal
Accountable to partner and train direct report team and store leadership team to execute successful processes, and process improvements for omni programs; BOPIS, BOPIS pick up, Fulfillment, and shipping processes.
Train team on processes that support and improve the efficiency of the picking process on the selling floor such as clearance execution and stockroom organization.
Achieve fulfillment goals by establishing clear priorities for BOPIS, Fulfillment, and operations associates based on key metrics i.e. fill rate, cycle time, NPS survey feedback.
Review daily work and break schedules to ensure workload and productivity goal alignment
Leverage Human Resource and Staffing Partners to build strong functional schedules. Maintain adaptability to shift resources based on queues greater or less than forecast to provide optimum coverage as dictated by the workload.
Technology proficiency in business-related computer equipment and software including order fulfillment technology.
Responsible for fulfillment device inventory and accurate usage
Grow outstanding teams:
Engage and inspire a diverse group of people to deliver best in class results
Develop and promote a diverse team
Conduct timely performance coaching and communicate development needs with associates
Comfortable holding people accountable for performance and adherence to policy
Recruit, interview, select, and retain quality associates to ensure all positions are filled in a timely manner
Lead team onboarding and learning
Communicate career paths and advancement opportunities with associates
Excellent verbal and written communications skills
Position Contribution Level:
Minimum Education & Experience:
Preferred Education & Experience:
This role may be a fit if you have the following experience:
Minimum 3-5 years managing teams
Order fulfillment technology expertise
Effective time management skills; prioritizing and managing multiple projects through delegation to direct reports
Solution oriented; can identify and present opportunities for process improvement
Excellent written and verbal communication skills
Demonstrated ability to build partnerships across all levels and business functions
Experience with developing and fostering productivity in a team environment
Proficient computer skills
Strong analytical skills
Critical thinking and reasoning skills
Ability to use computer keyboard, telephone, and other related business equipment.
Must be able to lift 40lbs.
Ability to push / pull receiving equipment weighing up to 500 lbs. such as rolling flats, z-racks and pallet jacks.
Ability to stand for long periods of time.
Ability to work at a safe and steady pace.
Supervisor: Store Manager
Omni experience and operations leads and associates
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We are an Equal Opportunity Employer:
We treat all our associates and candidates as equals. We require all associates and managers to do so too and comply with employment laws and regulations. All personnel actions are conducted in the spirit of equal employment. We are committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws