Leadership of Self and Others
- Coaches and develops team members, providing day to day direction and guidance, including performance management and training and development
- May participate in the development of goals and objectives in alignment with the strategic plan
- Provides guidance to team members in the interpretation and application of policies, practices, and procedures
- May be responsible for goal setting, performance management, and training and development
Service Delivery
- Responds to escalated service queries and gauges customer/guest needs and service satisfaction levels
- Applies operational knowledge in key areas to oversee the allocation of team assignments to achieve work unit objectives or objectives for a small size store(s)
Relationships
- Develops working relationships with peer-level contacts across multiple departments, stores, and/or the CRS
- Exchanges/records/reports routine and potentially non-routine information and responds to routine and potentially non-routine inquiries and issues
- May communicate requirements, evaluate service, and administer routine and potentially non-routine transactions with vendors/suppliers within existing external contracts
Problem Solving
- Resolves well-defined and routine and potentially non-routine issues outside of established procedures and refers issues, which may include recommendations, to higher levels for resolution
- Applies analytical techniques to identify issues and determine courses of action
Continuous Improvement / Innovation
- Identifies opportunities to initiate operational changes within a small department or small size store(s)
- Participate in the development of products and services to improve profit and increase customer satisfaction
Decision Making
- Provides input or recommendations to job processes, procedures, and operational direction for the department or store location(s)
- Participates in and may prepare the annual budget for the department or store location(s), including the achievement of budgeted goals
- May make recommendations and/or support internal pricing, promotion and product policies
Risk Management
- Responds to risks in accordance with established guidelines/procedures/ practices
- Identifies and may notify higher levels of potential risks; obtains assistance from available resources as required
- Risks associated with service delivery issues of moderate risk are contained with checks/balances
- Requires reactive and proactive risk management
Scope of Knowledge, Work & Experience
- Provides oversight/supervision to a support services and/or technical team of a more complex, specialized area, a small operational department or a small sized store(s)
- For a small department or store(s)
- Typically requires a minimum of a High School Education and 1-3 years of experience in a retail environment with some supervisory or lead experience
