Night Operations Department Supervisor

Key Responsibilities

• Team Leadership
• Assigns team members to activities, ensuring staff coverage meets customer demands and redeploying when necessary
• Participates in interviews and provides input into selection decisions for new associates
• Connects with the team on a daily basis to understand any challenges they are facing, elevating issues when necessary
• Provides open and timely feedback and performance coaching to members of the team, redirecting any problematic or ineffective behavior when necessary; partners with ASM when formal disciplinary action is needed
• Encourages team to share ideas and best practices for delivering outstanding customer service and accomplishing important support activities
• Empowers others to make decisions while providing guidance when necessary
• Recognizes accomplishments and empowers others to make decisions while providing guidance when necessary
• Fosters an environment of associate growth and development, ensuring associates are confident and competent to perform their job through coaching and regular performance feedback
• Identifies any associate relations concerns and takes the appropriate action as needed, including elevating concerns to senior management or HR
• Operational Excellence
• Empowers and coaches team to follow proper processes and achieve operational efficiencies to present department areas that are prepared and conducive to SMART customer service and sales
• Makes sure team achieves key operational performance metrics
• Identifies any barriers to operational processes or the customer experience and communicates those barriers and implements solutions in a timely manner
• Responds quickly and effectively to unexpected events (e.g. callouts/no-shows, unscheduled deliveries)
• Maintains a focus on safety, security and shrink prevention by ensuring doors and gates are secured and monitored, signs of shoplifting and theft are reported appropriately, and that steps are taken on a daily basis to maintain inventory and shrink budget integrity
• Conducts daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risks
• Continuous Operational Improvement
• Recommends operational strategies to reduce unproductive time, waste or product loss and encourages team to do the same
• Analyzes operational activities and determines ways to reduce the impact on the customer
• Self Leadership
• Sets an example for others by adapting quickly and effectively to work challenges and organizational change
• Seeks performance feedback from others and pursues self-development opportunities
• Builds and maintains collaborative relationships with cross-functional partners

Responsibilities Specific to the Front-End Department Supervisor

• Oversees and drives efficiencies in front-end operational activities (e.g. check outs, returns, overrides, till audits, PUIS Desk or product staging for pickup in store, etc.)
• Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to customer inquiries, and proactively addresses customer concerns
• Ensures that the appropriate headcount is allocated in each check-out and administrative area (e.g., Garden, Pro, and Front register areas, Customer Service and Returns Desks, Head Cashier posts, PUIS Desk, Money Room)
• Researches shortages or overages, deposits cash in the bank, and handles register pulls and loans
• Maintains a focus on safety, security and shrink prevention by ensuring doors and gates are secured and monitored, signs of shoplifting and theft are reported appropriately, and that steps are taken on a daily basis to maintain inventory and shrink budget integrity
• Conducts daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risks
• Oversees and drives efficiencies in front-end operational activities (e.g. check outs, returns, overrides, till audits, PUIS Desk or product staging for pickup in store, etc.)
• Drives excellent customer service by ensuring the front-end support team greets customers, answers phones, responds to customer inquiries, and proactively addresses customer concerns
• Ensures that the appropriate headcount is allocated in each check-out and administrative area (e.g., Garden, Pro, and Front register areas, Customer Service and Returns Desks, Head Cashier posts, PUIS Desk, Money Room)
• Researches shortages or overages, deposits cash in the bank, and handles register pulls and loans
• Maintains a focus on safety, security and shrink prevention by ensuring doors and gates are secured and monitored, signs of shoplifting and theft are reported appropriately, and that steps are taken on a daily basis to maintain inventory and shrink budget integrity
• Conducts daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risks

Responsibilities Specific to the Back-End and Night Operations Department Supervisor

• Oversees and drives efficiencies in back-end operational activities (e.g., receiving and stocking inventory, assembling product, controlling freight flow, area recovery, delivery staging, etc.)
• Ensures that back-end operations do not impact the customer or the customer’s ability to shop the store (e.g., the floor is clear, items are stocked)
• Drives completion of activities that ensure efficient disbursement of product from receiving to sales departments such that shelves and top stock are consistently replenished (e.g., receiving/unloading of freight, stocking)
• Ensures products are stocked and fronted according to planograms, moving top stock down when necessary, taking note of areas where merchandise is low, and keeps aisles clear and neat
• Drives the completion of activities that support an efficient and safe delivery process (e.g., pick and stage product for delivery)
• The Department Supervisor Night Operations is responsible for these activities during the overnight shift during which this manager is often the only key carrying manager in the building

Manager-on-Duty (MOD)

• Provides full leadership over the store, driving engagement, customer service, and staffing and operational efficiency
• Walks the store, observing customer/associate interaction and providing in-the-moment coaching
• Ensures associates are equipped and prepared to deliver quality sales and service
• Ensures Specialty and Pro areas are properly staffed for customer traffic, engaging with customers, and driving sales
• Shifts associates to areas of high customer traffic or department hotspots as needed
• Manages associate response to call buttons
• Validates that aisles remain clean, safe and free of clutter
• Hands off shift observations in-person to the next MOD
• Funnels non-MOD activities (e.g., customer complaints, management approvals, and other run the business activities including opening and closing the store) to appropriate non-MOD leaders

Required Qualifications

• High school diploma or GED
• General Studies or equivalent years of experience in lieu of education requirement, if applicable
• 5 years Experience in a retail environment (or 5 years of experience in a retail environment if education requirement is not met)
• Experience providing direction or supervision to teams (with or without direct report responsibility)
• Experience supporting or participating in the process of training, mentoring and developing associates
• Experience working cross-functionally
• Ability to obtain sales related licensure or registration as may be required by law

Preferred Qualifications

• Experience supporting front-end or back-end operations in a retail environment
• Experience in customer service role
• Experience in a leadership role with direct report responsibility
• Experience working in the home improvement retail sector
• Experience working in a fast paced, dynamic retail environment
• Experience in key carrying role with manager-on-duty responsibilities
• Experience using store computer systems (including but not limited to: Project Tool, Genesis, Sterling, M2O, Thin Client, etc.)