Senior Manager, Store Operations

Are you strategic and analytical? Are you goal-driven and able to proactively identify opportunities for improvement? Do you possess strong project management skills? If youre interested in a dynamic career with an industry leader, then you might be a great fit for our Senior Store Operations Manager role at Spectrum .

Our Retail Store team powers more than 650 store locations that serve our communities and customers. We support them by offering state-of-the-art solutions including Spectrum Internet®, TV, mobile and voice. Through innovative products and service reliability, we ensure that the customers who visit our stores keep connected to who and what matters most.

BE PART OF THE CONNECTION

As a Senior Store Operations Manager youll be responsible for developing and implementing process innovations that continuously improve the solutions and support provided to the retail store organization and drive operational excellence, increase profitability, quality, knowledge, and growth. This position requires the incumbent to influence business decisions and leadership through their expertise, market insight, and analysis.

Evaluates the standards and quality measures by which we serve our customers and builds organizational capabilities and process innovations to successfully deliver on strategic business initiatives.

Develops business requirements for various store initiatives and leads vendor RFP processes and assessment.

Develops enterprise retail sales operating procedures and implements key initiatives by working closely with the store divisional/Market Area teams to bring consistency to the retail sales channel to support sales for all lines of business (Video, Internet, Voice and Mobile).

Manages the coordination of continuous business process improvements to enhance the customer experience, increase sales and revenue, reduce cost, improve productivity, decrease errors, increase efficiency, and reduce business risk.

Partners with business leadership and cross functional teams to establish key service standards and policies. Defines customer metrics resulting from various business and industry changes and other operating statistics to drive standardization throughout store organization. Ensures supporting tools and technologies are in place to enable frontline employees to meet and exceed performance standards.

Partners with other organizations as needed on financial statistic, policy, process, compliance standards and quality control issues to gain alignment and ensure the impact of any changes/enhancements or issues are understood and communicated, business intelligence, training and development, and marketing and teams.

Manages vendor relationships, partners with procurement on vendor RFP process, monitors and enforces adherence to master service agreements in alignment with store policy and company standards.

Proactively and consistently evaluates standards and policies against business results, employee, and customer feedback; identifies and addresses transition needs and process implications. Establishes key stakeholder relationships and SME focus groups to ensure consistent communication and alignment with the business.

Evaluates quality trends, identifies performance gaps, assesses root cause, and delivers continuous improvement efforts that rectify issues, simplify processes, and enhance business performance.

Assists with management of project development and plans from beginning to end; defines project scope, goals, approvals, deliverables and change requests that support business goals in collaboration with senior management, other business units and project stakeholders. Effectively communicates project expectations, timelines, milestones, and deliverables in a timely and clear fashion using the appropriate tools.

Partners to conduct project postmortems and creates a recommendations report to identify areas of opportunity for improvement in the future.

Performs other duties as requested by leadership.

WHAT YOULL BRING TO SPECTRUM

Required Qualifications

• • Ability to read, write, speak, and understand English.
  • In-depth understanding of telecommunications sales and strategy.
  • Advanced change management skills and techniques.
  • Knowledge of process and procedure design and documentation.
  • Ability to organize/prioritize work and manage multiple projects simultaneously.
  • Highly developed analytical, statistical, quantitative, and deduction skills, and ability to make qualitative judgments on training, education and development resources in all types and formats.
  • Ability to build strategic partnerships within all areas of the organization by exhibiting excellent interpersonal, leadership, influencing and presentation skills.
  • Able to articulate a passion for delivering a great customer experience during multiple roles in their career.
  • Competency in personal technology, such as mobile device and personal video platforms
  • Knowledge and ability to use personal computers and software applications.
  • Valid drivers license and ability to meet Charters motor vehicle requirement

Required Education

Bachelors degree or equivalent experience

Required Related Work Experience and Number of Years

Experience with operational protocols in a retail store environment

Project management experience - 7+ years Business process management experience - 5+ years Technical and business work experience - 8+ years 

Preferred Skills/Abilities and Knowledge

Excellent knowledge of telecommunications products and servicesKnowledge of all functions and related tasks in the area of retail store operations

Preferred Related Work Experience and Number of Years

Wireless or telecommunications leadership experience - 3+ Years

Experience with operational protocols in a retail store environment: 5+ Years

Leadership/management experience: 3+ Years

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees careers as they move up or around the company
• Competitive Pay: Theres no limit to your earning potential with our base salary and lucrative sales commissions
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
• Total Rewards

Here, our employees dont just have jobs, theyre building careers. Thats why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

A qualified applicants criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Charter Communications is known by our Spectrum products and services, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join our team, youll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here Were committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.