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Stop & Shop · 1 week ago

Director Operations Support

Fairfield, PA

Contract

Hybrid

Director/Executive

$160K/yr - $240K/yr

10+ years exp

Stop & Shop is a well-established company that has been serving its customers for over a century. The Director of Operations Support will create and lead the strategy and execution for Omnichannel Operations, overseeing operational excellence and vendor services while driving customer value.

CommunitiesGroceryRetail

Responsibilities

Lead omnichannel operational support, ensuring alignment with brand strategy and customer-centric goals

Oversee operating expenses (OPEX) of $1B and $6M in capital investments

Own strategy and execution of all retail support functions including holiday planning, store capacity, and initiative tracking

Lead all aspects of business continuity, emergency response, and crisis management coordination and response including maintaining store emergency procedures, contacts, and coordinating cross-functional responsibilities and around updates to BIA's and BCP's

Lead e-commerce fulfillment, customer experience, and last-mile logistics

Lead adoption and execution of best practices and continuous improvement in digital fulfillment and support operations

Serve as brand lead working with ADUSA Business Continuity teams and supporting and communicating processes and updating changes

Serve as liaison between ADUSA and the Brand, specifically in the Store Support Service area, Digital and Retail and Indirect Center of Expertise (COE) teams

Lead omnichannel operational strategy and service strategy for Brand planning through Enterprise Business Review (EBR) and Internal Business Review (IBR) cycles

Collaborate with digital teams (ADUSA) to align new business solutions and optimize ecommerce execution

Collaborate with customer experience team to drive key initiatives and metrics related to e-commerce at store level

Vet and prioritize business changes against store-level capacity constraints by maintaining brand calendar of events and pilots

Lead demand modeling and capacity planning to ensure successful initiative execution without disrupting store operations

Lead the planning for major store initiatives, launches, and annual campaigns

Lead and support implementation for new initiatives, formats, offerings and coordinate across Operations and Brand teams to support training, execution, standards and process documentation and overall store execution

Partner with respective support area owners to ensure store impact is fully identified and planned (i.e. who will be impacted, how much time, store labor impact, etc.)

Partner with Brand leadership and respective support area owners to establish alignment on implementation, resources, budget, approach, and timing

Ensure operational policies and procedures are standardized, updated, and compliant across all channels

Lead integration of operations support functions and ensure alignment with retail and ecommerce needs

Oversee the update and maintenance of store policies and procedures related to process, regulatory, compliance and strategy changes

Liaise between Brand and key operational partners (ADUSA, COEs)

Support cash office function in stores for questions, training and best practices

Support initiative planning, training, project execution, and process documentation across teams

Coach teams on project management practices and processes, assess ROI, and track performance metrics for continuous improvement

Partner and lead with Program Management Office (PMO) and other key support stakeholders (i.e. HR, IT, Construction) as part of initiative project lifecycle process

Qualification

Omnichannel operationsBusiness continuityOperational excellenceProject managementChange managementFinancial acumenE-commerce fulfillmentAnalytical skillsMulti-taskingEmpathyInfluencing skillsLeadershipCommunication skillsStrategic thinkingProblem-solvingTeam collaborationCustomer experience focus

Required

10+ years of multi-location operations leadership experience

Experience supervising direct reports and influencing indirect reports

Deep knowledge of business continuity, emergency planning, and omnichannel retail

Strong business, operational, and financial acumen with ability to provide advanced operational insight and synthesize large quantities of quantitative data

Proven ability to lead large field and office-based teams

Strong cross-functional leadership and communication skills

Strong analytical, strategic thinking, and problem-solving skills

Demonstrated ability to drive customer experience and operational excellence

Highly motivated, results-oriented, and a self-starter

Ability to multi-task

Excellent communication skills, oral and written

Strong Word, Excel, PowerPoint, and Power BI skills

Strong project management skills including conceptualizing, planning, estimating, executing, and evaluating progress and success

Strong change management skills including building a common goal, engaging with stakeholders, inspiring action and adoption

Deep active listening and empathy skills

Solid influencing skills