Apply Job Type Full-time Description

The Director of Operations is a key role on the senior leadership team reporting directly to the President/COO at Melrose. This individual will have broad operational expertise while understanding both strategic and tactical elements of building a world class Operation’s Organization.  

Informed, but willing to learn as well as teach, this leader serves as liaison between HQ and Field, championing initiatives which allow the Field to excel while serving the needs of HQ Business Partners. Responsible for all things Operational, the Director will wear many hats and toggle back and forth with ease.  

Principal Responsibilities:

Inspires excellenceServes as a model of excellence in recognition of performance across all areas of the companyHas a light touch; easy to approach, is someone people seek outDevelops reputation as a “go to” person who is a valued business partner, respected for their knowledge, but also their desire to assist where neededA Change Leader; able to adapt to an entrepreneurial, privately owned enterprise

Is a champion of the customer and makes all decisions with both internal and external customers at the center of their decision matrix

Owns customer service measurements and metricsDevelops best practices designed to improve the customer experienceManages HQ workload to ensure appropriate gulp rate in fieldHandles any customer complaints collaboratively with Field with an eye towards delighting the customer

Develops, Trains and Inspires Manager of Process, Productivity and Development, Operations Facilities Coordinator and Operations Coordinator

Takes a proactive stance in cross training Ops Team MembersLeverages strengths on the team to develop strengths in othersStretches their team and prepares them for the next level Maintains transparency with their Direct Reports to build trust and buy inListens, Coaches and Advocates for their team

Responsible for organizing and coordinating Melrose daily operations

An advocate for simplification; looks to reduce workload through systemic upgrades Ensures all daily reports are available and accurate to allow the organization to react appropriatelyCommunicate non-compliance sales audit issues to field management as reported by AccountingRun weekly payroll reports & email it to field management staff using the database created by Operations AnalystThis includes store supplies and new store execution along with travel and alarm installationsResponsible for store opening & closing procedures and coordination

Shares responsibility with the President/COO in development and measurement of Key Performance Indicators (KPIs) such as Sales, Payroll, Shrink and other compliance related issues 

Applies inspirational leadership to communicate successes to the organization Studies the industry to understand how we can learn from others

Ensures all operational policies and procedures are accurately documented and communicated

Solicits suggestions on needed changes and secures proper approval Distributes updated material to the field and home office staff as neededCreates new policies and procedures as the organization or industry evolves

Supports the Upper Field Leadership Team and serves as their primary home office contact

This includes running daily, weekly, monthly sales reports by district and uploading to the appropriate end usersCollecting and updating weekly itineraries

Manages travel for HQ and Field Teams as needed 

Submits completed travel itineraries to President and Accounting  Assist Owners with any special personal travel needs Ensures travel policy is in place and supports travel needs for both HQ and Field personnel Able to travel at appropriate intervals to understand Field Opportunities

Assists the President/COO on an as needed basis regarding ongoing operations and special projects. This includes:

Coordination of Field Management MeetingsUpdating NSB with new stores/closed stores, district alignmentsRunning weekly sales reports Distribution of monthly Sales GoalsWorks with President to define monthly Bonus GoalsCollecting and matching expense reports to field management itineraries Requirements College Degree in associated field or 5-10 years industry experience equivalentProven experience in implementing strategies, policies and proceduresExceptional leadership, organizational and communication skillsA prolific multi-tasker, able to handle dynamic workload calmlyAble to travel as needed Proven problem solving skillsFamiliarity with legal rules and guidelines which intersect operations A people person; someone who is at ease working with diverse personalitiesTransitions easily between strategic and hands on