Role Summary:
The Pet Zoo Operations Manager is to coordinate the operations and highest levels of customer service of our retail stores. This includes managing work force plans and design, supervising store managers and store operations while maximizing sales and profitability.
Tasks and Responsibilities:
Leadership:
- Oversee daily activities of stores and maximize use of available resources to promote a successful “customer-first” environment.
- Recruit, interview, hire and train new employees (e.g., store managers), or oversee these processes as appropriate.
- Prepare and conduct performance appraisals for associates. Take appropriate disciplinary action on store managers and leadership, including making recommendations for termination, in accordance with company guidelines.
- Coach and develop store managers/assistant store managers by providing training, setting performance goals, and providing feedback to all direct reports.
- Promote Pet Zoo company culture and develop a positive employee morale.
- In times of disputes, be a resource to assist and support store managers in resolving escalated issues.
Operations & Sales Focus
- Determine staffing requirements and maintain a qualified staff.
- Review monthly reports and take appropriate action for improvements.
• Holds store managers accountable for store-level compliance with company standards of safety, security, facility maintenance, postings/notifications and other administrative duties. • Determine and distribute work assignments to direct reports. Ensure that store operations run smoothly and continuity between stores is maintained.
- Collaborate with General Manager and/or HR to establish and implement store policies, goals, objectives, and procedures.
- Ensure that operations run in accordance with budget.
- Review and assist with daily sales reconciliations and POS issues to maintain accurate accounting.
- Assist General Manager as a point of contact for POS and IT support and security issues for stores.
Sales & Customer Focus
- Formulate a plan of action for sales goals, service environment, merchandise moves, shrinkage figures and expense controls.
- Formulate ways to increase profit and performance of each store.
• Support stores with external needs such as providing needed supplies and equipment. • Participate in creative sessions for advertising and promotions with a goal of increasing foot traffic and sales.
• Participate in vendor meetings and trade shows to assist in adding new items. • Assist in managing customer loyalty programs and databases.
This is not intended to be an all-inclusive list; other duties may be required. These duties and responsibilities are subject to change at any time.
Skills and Competencies:
• Initiates action and makes decisions within established precedents or well-defined policies. • Excellent written and verbal communication skills
- Customer- and relationship-focused; able to interact effectively with all levels of internal and external audiences
- Strong organization/time management skills, demonstrated ability to manage multiple priorities with potential conflicting deadlines
- Self-motivated and action-oriented with a drive for results; able to manage, motivate and coach others with vision and purpose
- Strong analytical skills and attention to detail
- Ability to work in a fast-paced, time-critical environment
Experience and Education:
- Bachelor’s degree in Business Management or Operations Management preferred or equivalent experience and 5-7 years previous operations management experience including forecasting, scheduling and real-time operations
- 5 years previous retail or grocery environment experience required
• Experience directly supervising, coaching, and developing staff of at least 30 people • Working knowledge of the pet industry and/or pet supply distribution strongly preferred • High level of proficiency with MS Windows, Word, Excel, PowerPoint, and Outlook • Proficiency with POS Software and Equipment
Requirements:
- Physical ability to stand for extended periods and to move and handle boxes of merchandise and fixtures throughout the store, which entails lifting at least 50 lbs, and perform all functions as set forth above
- Able to operate all equipment necessary to perform the job including any Power Industrial Trucks
- Dexterity of hands and fingers to operate computer keyboard, mouse and other technical instruments
• Able to work with live animals of all varieties without fear, including insects • Able and willing to travel by car or airline as requested
• Ability to work varied hours/days as needed, including nights, weekends, and holidays • Able to relocate if necessary to other locations permanently or temporarily
- Relocate if necessary to other locations permanently or temporarily
Salary: $86,000 - $92,000
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You’ll have real ownership and influence over the direction of the business
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You’ll work with a team that values curiosity, accountability, and doing the right thing
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You’ll build something meaningful — not just manage it
- Any offers of employment are contingent upon passing a required background check
Pet Zoo is an equal opportunity employer. Pet Zoo does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.
