Sr Director - Operator Support

About Grocery Outlet:

• Our Mission: Touching lives for the better

• Our Vision: Touching lives by being the first choice for bargain-minded consumers in the U.S.

• Our Values & Behaviors: Achievement, Diversity, Entrepreneurship, Family, Fun, Integrity & Service

About the Team:

The Grocery Outlet Store Support team is here to enable our Independent Operators and Aspiring Operators in Training (AOTs) to be successful Operators. We do this by providing world-class Project Management, Training, Communication, and Support services so our Independent Operators can focus on what matters: their families, business, customers, and communities. We build strong relationships with our Operators by being transparent and collaborative in all that we do and by looking for ways to improve the operator experience continuously.

About the Role:

As the Sr. Director, Operator Support you will lead the team that provides support to the Independent Operators (IOs) and Aspiring Operators in Training (AOTs) by leading the following functions: Operator Initiatives, Field Communications, and Learning & Development Content Creation for IOs and AOTs. You will have the unique opportunity to build our very first Operator Contact Center from the ground up. You are a passionate leader who thinks holistically and can execute strategies with the best interest of our IOs and AOTs at the forefront. The Sr. Director, Operator Support will have 3 direct reports and will report to the EVP & Chief Stores Officer.

Responsibilities Include:

• Strategic Leadership: Develop and implement strategies to enhance support services for Independent Operators and AOTs, aligning with organizational goals and objectives.

• Team Management: Lead and mentor a high-performing team, fostering a collaborative and results-driven culture.

• Operator Initiatives: Oversee the development and execution of initiatives aimed at empowering Independent Operators to maximize their store's potential and profitability.

• Field Communications: Ensure effective communication channels between corporate headquarters, Independent Operators, and AOTs, facilitating information flow and problem resolution.

• Operator Contact Center: Build and manage a responsive and efficient contact center to address inquiries, concerns, and operational challenges faced by Independent Operators and AOTs.

• Learning and Development: Drive the creation of engaging and impactful learning materials and resources tailored to the specific needs of Independent Operators and AOTs.

• Relationship Management: Cultivate strong relationships with Independent Operators, AOTs, and key stakeholders to understand their needs and deliver tailored support solutions.

• Performance Monitoring and Improvement: Continuously assess the effectiveness of support initiatives and processes, implementing improvements as needed to drive operational excellence.

• Cross-functional Collaboration: Collaborate closely with other departments, including Operations, Marketing, and Finance, to ensure alignment and synergy in supporting Independent Operators and AOTs.

• Compliance and Quality Assurance: Ensure adherence to company policies, standards, and regulatory requirements across all support functions, maintaining the highest levels of quality and integrity.

About The Pay:

• Base Salary Range: $160,000 - $180,000 Annually

• Annual Bonus Program

• Equity

• 401(k) Profit Sharing

• Medical, Dental, Vision & More!

• Final compensation will be determined based upon experience and skills and may vary based on location.

About you:

• Bachelor's degree strongly preferred.

• 10+ years of experience in store operations, strategy, or other support functions within a retail, grocery and/or franchise setting.

• Ability to thrive in a fast-paced, start-up-like environment.

• Passion for working with our Independent Operators to help them improve and grow their businesses.

• A champion at developing strategic development programs.

• Strong project management, planning, and analytical skills.

• Innovative in terms of rethinking processes and approaches to improve results.

• Knowledge of adult learning and training concepts, theories, and best practices.

• Hands-on experience in soft skills training in addition to some background with technical training.

• Excellent interpersonal skills with highly developed public speaking abilities.

• Ability to influence and mentor at all levels of the organization.

• Ability to travel as needed.

• Proven and effective approach for assessing talent.

• Passion for collaboration and driving for results.

• Extraordinary listening and organizational skills.

• Detail-oriented; able to effectively manage time.

• Experience in performance assessment and coaching.

• Excellent communication skills both vertically and cross-functionally to break down barriers for the team.

• Experience managing remote teams.

• Experience managing a team budget.

• Experience with Salesforce is strongly preferred.

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