OPERATIONS STANDARDS SPECIALIST

About the role

The Operations Standards & Knowledge Specialist is responsible for developing, maintaining, and optimizing operational standards and field-facing knowledge resources that support consistent execution across store operations.

Responsibilities

• Leverage digital platforms and AI-enabled tools to improve the accessibility, usability, and searchability of operational knowledge
• Create and maintain operational standards that define consistent execution expectations across stores
• Create and manage field-facing knowledge resources, including SOPs, job aids, FAQs, and prompt-friendly content for AI search
• Translate complex operational requirements into clear, actionable guidance that stores and field leaders can easily apply
• Organize and optimize knowledge content using clear structure, tagging, and taxonomy to improve search results and self-service usage
• Partner with cross-functional teams to align operational guidance, eliminate conflicting direction, and support consistent execution
• Identify and remove outdated, redundant, or conflicting information to maintain a trusted source of truth
• Continuously improve clarity, consistency, and accessibility of operational content based on field needs, search trends, and recurring questions

Requirements

• Prior experience in store operations, field leadership (SM/DM), or hands-on retail execution environment
• Strong written communication skills with the ability to simplify complex information
• Experience creating SOPs, job aids, or structured content for operational teams
• Ability to work cross-functionally and manage multiple inputs simultaneously
• Strong organizational and attention-to-detail skills
• Experience with knowledge platforms, content systems, or digital tools preferred

Qualifications

• Required: Bachelor's degree in Business Administration, Human Resources, Marketing, or related field
• Preferred: Relevant certifications in retail operations or knowledge management

Skills

• Operational Standards Management
• Knowledge Management
• Strategic Thinking
• Problem Solving & Root Cause Analysis
• Decision Making & Judgment
• Governance & Compliance
• Cross-Functional Collaboration
• Influence Without Authority
• Communication & Content Development
• Change Management
• Risk Management
• Project & Priority Management
• Continuous Improvement
• Accountability & Ownership
• Customer/Field Focus

Benefits

We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. In addition, associates of SBH may take advantage of our in-house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!