Sr. Manager, Operations - Stores

About

Bloomingdale’s makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale’s like no other store in the world. Across all brand touchpoints—from Bloomingdales.com to our newest small store concept, Bloomie’s—everyone plays a critical role bringing our mission to life. Our inclusive culture promotes diversity of background, thought and opinion.  Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative, while having a lot of fun along the way.

Job Overview

The Senior Manager, Operations (SMO) will be on the front lines of a store like no other as part of the store management team. The SMO will lead, manage, and inspire a diverse team, balancing creativity with commerce to execute in-store success and establish Bloomingdale’s as a local leader in their region. Part business consultant, part relationship guru, and 100% leader, they contribute and collaborate to drive the business forward, dreaming big to deliver bold and innovative strategies and solidify the legacy and reliability of Bloomingdale’s. 

The SMO focuses on delivering sales/EBIT through execution and support of corporate and store initiatives through the recruitment, onboarding and cultivation of a motivated, skilled, and equipped operations team to make things happen. The focus is to develop and implement processes to drive sales, fulfillment execution, manage expenses, and maximize Earnings Before Income/Taxes (EBIT) improvement, leveraging Central, Regional and in-store leadership partners, all while ensuring the customer is first, always.

The SMO builds together with the store team by creating a clean, neat, and easy to shop environment, managing inventory shortage in collaboration with the Asset Protection team, adhering to Loss Prevention standards and ensuring support of workload completion. They will lead the Store Operations team, Bhelpful team and Craftsmen, developing functional initiatives in partnership with Central Leadership and peers to ensure results and the store’s and Bloomindale’s reputation. 

Essential Functions

• Leverage strong business and financial acumen to collaborate with General Manager, Regional Director of Stores, Store Leadership, and other Central/Regional business partners to delivering Sales, EBIT and Expense Plans. 
• Lead bhelpful operations; elevating service level including customer support, curbside, BOPS, SDD pick-up, gift wrap, returns, bill pay, etc.
• High level of responsiveness to customer with resolution orientation positively impacting NPS metrics. 
• Coordinate onboarding/training for operations/support executives/supervisors in partnership with central Subject Matter Experts (BSM’s).
• Strategize with and support Store Leaders on staffing including schedules and workforce solutions to ensure the store is being staffed efficiently, within payroll budget. Invest and divest payroll to accelerate business performance (HUR, etc) and deliver bottom-line financial expectations. 
• Act as the key store contact w/Regional Leaders and Central Business Partners.
• Oversee adoption of technology.
• Schedule, coordinate, and confirm work order completion by 3rd Party contractors/vendors.
• Manage Cash Office operations. Daily, lead team responsible for balancing the vault and cash functions, replenish and balance registers. Perform monthly cash office self-audit; partner with AP to resolve cash shortage issues.
• Develop and retain executive operations/support professionals, representative of the brand and diversity to maximize performance. 
• Manage operations functions in store by partnering with professional colleagues to drive sales, standards, service, and execution.
• Deliver operational scorecard metrics in store. Metrics include Expense, Shortage, EBIT, Productivity, Hours Utilization Report (HUR), fulfillment compliance.
• Drive business opportunities through strategic placement and development of support talent.
• Develop and retain fulfillment team achieving results of 90%+ (IFR, ROT, ship speed).
• Achieve 90% or better markdowns compliance, Return to Vendor (RTV) and job out completion for store..
• Drive service and achieve success as measured by the NPS, monitoring staffing comments on NPS and with Staffing Team address issues/opportunities and addressing “Clean, Neat, Easy to Shop” call outs.
• Address facility/housekeeping issues in partnership with Craftsman, Hou