Position Purpose:

This position provides strategic leadership and operational direction for HDIS field operations support, specifically driving branch execution.  Reporting to the Director of Field Operations Support, the Sr. Manager will lead and develop a team of managers and associates focused on optimizing branch workflows, improving technology and tools, standardizing operating procedures, and overseeing the team of associates responsible for program execution. This role acts as a primary operational bridge between the field support team and field branches, ensuring operational excellence metrics and customer satisfaction metrics are consistently achieved across all branches.

Key Responsibilities:

• 20% – Develops an effective plan – Develops an effective plan for communicating project information to teams and stakeholders. Develops written status reports and scorecards and presents review documents to leadership. Collects and documents project issues and manages their timely resolution.
• 30% – Drives consistent program – Drives consistent program governance around pilots and projects, including performance metrics, risk management, relationships management with stakeholders, and ensuring appropriate change management practices are included in the project program.
• 10% – Manage Team's Responsibilities – Manage team responsible for planning and executing key meetings associated with projects. Attend and provide recaps, tracking and follow up on action items to senior leaders.
• 30% – Project Leadership – Project Leadership, Develops an effective plan for controlling project scope, schedule, task assignment, budget and monitors project execution to ensure the plan is being followed. Optimizes diverse talent through a demonstrated commitment to equal employment opportunity.
• 10% – Promote Associate Engagement – Shares responsibility with cross functional project leaders in promoting associate engagement. Ensures duties and responsibilities are understood by everyone and that an inclusive environment is maintained.

Direct Manager/Direct Reports:

• Position reports to the Director of Field Operations Support
• This position has 5 Direct Reports

Travel Requirements:

• Typically requires overnight travel 5% to 20% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

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.

Preferred Qualifications:

• 5+ years of experience leading, coaching, and developing teams in field operations, retail service support, or multi-unit operational environments.
• Proven track record of managing workload distribution, team capacity, and cross-functional project prioritization in a fast-paced setting.
• Demonstrated success building strong collaborative partnerships with cross-functional business units (e.g., merchants, technology, sales teams, and field leadership) to align operational priorities and execute strategic initiatives.
• Strong background in operational change management, driving adoption of new processes, tools, and efficiencies across multi-units.
• Data-driven mindset with the ability to analyze operational analytics to build compelling business cases, track program outcomes, and measure long-term success.
• Passion for talent development, with a focus on teaching, coaching, and mentoring team members to elevate performance and build leadership pipelines.
• Exceptional communication, influencing, and relationship-building skills across all levels of the company and field leadership.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Minimum Years of Work Experience:

• 5

Preferred Years of Work Experience:

• 5

Minimum Leadership Experience:

• No previous leadership experience

Preferred Leadership Experience:

• No previous leadership experience

Certifications:

• None

Competencies:

• Collaborates
• Manages Complexity
• Plans and Aligns
• Communicates Effectively
• Drives Results
• Demonstrated leadership and management skills.
• Proven ability to manage positive business partnerships and work collaboratively with cross-functional teams.
• Possesses process-orientation and analytical skills.
• Proven ability to communicate, in writing or verbally, to audiences at varied levels.
• Exceptional relationship building, influencing, communication, and presentation skills.
• Demonstrated ability to present complex terminology to diverse audiences at various levels (including executive leaders).