Night Operations Department Supervisor

Job description

Key Responsibilities • Team LeadershipAssigns team members to activities, ensuring staff coverage meets customer demands and redeploying when necessary to support needs throughout the department • May participate in interviews and provide input into selection decisions for new associates in assigned area • 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 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 • Provides recognition for accomplishing goals and demonstrating effective behaviors • 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 • Monitors and drives team to achievement of 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) by reprioritizing tasks • Monitors the use of store power equipment, ensuring that it operated safely at all times and addressing any violations with associates • 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 • Seeks performance feedback from others and pursues self-development opportunities • Proactively builds and maintains collaborative relationships with cross-functional partners • Sets an example for others by adapting quickly and effectively to work challenges and organizational change • 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 • Monitors Customer Service desk activity, supporting when needed • Performs payroll closeout process • In addition to the above responsibilities, this individual is held accountable for other duties as assigned • 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 • In addition to the above responsibilities, this individual is held accountable for other duties as assigned • 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 activit