Director District Ops - Region 1

About the role

The purpose of this role is to create and lead the strategy, execution, and support for Omnichannel Operations Stop & Shop store operations. This role oversees omnichannel operating expenses, vendor services, contracts, and operational excellence while aligning with brand strategy and culture to deliver customer value.

Responsibilities

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

Qualifications

• 10+ years of multi-location operations leadership experience
• Bachelor's degree preferred; advanced certification in change management preferred.
• 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.
• Prominent ability to lead large field and office-based teams
• Strong cross-functional leadership and communication skills
• Proven ability to lead large field and office-based teams
• 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
• Proven ability to drive customer experience and operational excellence
• Highly motivated, results-oriented, and a self-starter
• Ability to multi-task
• Proven ability to lead large field and office-based teams
• Strong analytical, strategic thinking, and problem-solving skills
• Proven ability to drive customer experience and operational excellence
• Highly motivated, results-oriented, and a self-starter
• Ability to multi-task
• 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