Contractors’ Warehouse —
OPERATIONS ASST MANAGER

Position Purpose:

Assistant Store Managers (ASMs) report to the Store Manager and are responsible for managing store associates, sales, customer service, safety standards, product availability, store appearance, and profitability of a retail store. Each ASM has direct responsibility for a specific area of the store: Operations, Night Operations, Merchandising, or Specialty Operations, Merchandising, or Specialty. ASMs collaborate directly with associates to ensure they have the knowledge to help customers, perform processes, and execute general expectations for their positions. ASMs exercise judgment and discretion alone, and in conjunction with, the Store Manager, Department Supervisors, and other Assistant Managers, in the day-to-day operations of the store.  ASMs have the responsibility of providing a safe working environment by ensuring associates follow all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions. Operations Assistant Managers (OAM) are responsible for ensuring the smooth operation of the Customer Service Desk, Pro Operations, Receiving, Tool Rental, Order Fulfillment, Lot Loaders and Back Office.   The OAM also will have management responsibility for freight handling in “Day Freight” Stores. OAMs partner with Store Manager and other ASMs to develop strategies and objectives to drive sales and profitability develop game plans to implement department strategies, manage direct reports, and ensure smooth department operations. ASMs direct associates to top priorities throughout the store and provide regular coaching  and ensure associates are equipped with proper understanding of operational process.  The OAMs steer profitability through expense management, shrink mitigation and overall operational efficiency. OAMs lead by example as a champion of people while delivering consistent results in sales, service, & profitability.

Key Responsibilities:

• 25% – Customer Service / Experience – Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service.   Lead GET culture and set the example, observe customer interactions, recognize wins and coach on ways to improve. Teach, coach and train Department Supervisors (DSs) and associates on, customer service standards and operational excellent to improve profitability. Recognize great customer service behaviors using recognition tools. Provide feedback on service standards. Ensure Customer concerns are solved effectively and take necessary actions to resolve situations promptly. Observe customer service throughout store, coach associates at all levels on customer service, product availability and opportunities. Ensure proper order fulfillment and timely customer communication through order create, order fulfillment and completion.
• 25% – People – Makes recommendations in the selection process by assisting with recruitment, and interviews, and makes decisions on qualified candidates to hire. Review personal KD training completion and ensure Dept’s Knowledge Depot Training is current and promote engagement through use of learning tools available on the HD phone (e.g., Pocket Guide). Evaluate performance and take action as necessary for personnel actions, which include work allocation, training, development, performance management, compensation, problem resolution, discipline and terminations. Monitor associate engagement levels and drive voice of the associate initiatives. Identify and resolve associates' concerns. Delegate tasks to DSs and teach them to utilize store platforms to assign tasks and follow up with their associates. Use coaching as a collaborative approach to improve performance through goal setting, providing feedback, and maintaining relationships; provide in the moment coaching based on observations and behavior and support active associate development. Support talent management efforts by monitoring succession planning and ensuring all associates have active Development Blueprints in place. Adhere to all Company policies and procedures and hold associates accountable for following all Company policies and procedures
• 10% – Safety – Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times. Complete assigned safety training courses applicable to role. Use Proper PPE (Personal Protective Equipment) and guide associates on proper use. Utilize proper lifting techniques and educate store associates on these practices. Obey the required safe distances around Lift Equipment and guide other associates on the correct policies. Adhere to work rules identified in Standard Operating Procedures and inform store associates on these rules. Immediately correct unsafe conditions and offer assistance to customers who are shopping in an unsafe manner; ensure that aisles and walking surfaces are safe. Ensure associates complete all relevant checklists in accordance with timing expectations and verify issue correction, and preventative actions are in put in place. Recognize store associates for safe behavior. Manage overall claims process as it relates to worker's compensation, general liability and property damage.
• 20% – Sales & Productivity – Collaborate with store leadership team members to make financial decisions and to develop strategies to drive Sales & Profitability. Conduct store walks with direct reports to assess sales, service and profitability opportunities, and create effective game plans to accomplish necessary improvements. Communicate Home Depot objectives to associates and motivate them to achieve established goals. Walk side by side with direct reports to assess sales, service and profitability opportunities, and create effective game plans to accomplish necessary improvements and celebrate wins. Analyze and interpret sales and financial reporting to assess opportunities and develop game plan to address. Leverage sales and profit opportunities through Shrink Management, Safety and Environmental Compliance, P&L management, and Markdown controls. Manage Front End; focus on training, program execution, shrink mitigation and motivating team to meet company metrics. Manage Back End Operations team; Align staffing schedule with truck schedule. Ensure merchandise is received according to standards and associates keep accurate records and reconcile business daily.
• 10% – Shared Manager On Duty – Perform Opening, Closing and MOD tasking as well as other whole store focus responsibilities. Lead store kickoff meeting and walk each department to ensure store readiness.  Communicate messages, priorities, and tasks to all associates. Conduct hand-off walk with the prior MOD before their shift ends; identify areas for focus or follow-up. Ensure that ZMA/RTV/On-hand approvals are being completed. Connect all customer service-related escalations to the appropriate associate and ensure resolution. Conduct walks and utilize reports to drive execution. Ensure appropriate staffing in assigned departments, address staffing opportunities and associate call outs, and monitor associate attendance variances.
• 10% – Store Appearance – Maintain Store Appearance through ensuring proper maintenance of equipment and merchandising in Front End area. Ensure common areas in the store are clean which include breakrooms and bathrooms. Communicate and ensure associates adherence to department standards. Ensure store is free of clutter and organized.
   

Direct Manager/Direct Reports:

• This Position typically reports to Store Manager
• This Position has 0 Direct Reports

Travel Requirements:

• No travel required.
   

Physical Requirements:

• Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).
   

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Ability to work a flexible, minimum 50 hour weekly schedule
   

Preferred Qualifications:

• None
   

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
   

Minimum Years of Work Experience:

• 1
   

Preferred Years of Work Experience:

• 2

Minimum Leadership Experience:

• None
   

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Action Oriented
• Directs Work
• Builds Effective Teams
• Drives Engagement