This executive leader is responsible for Operational Excellence and tech-first execution across 2,000+ stores and 10,000+ employees. This role is driven by a passion for delivering an extraordinary experience for customers, utilizing centralized, data-driven systems and influential leadership to guarantee world-class scale, efficiency, compliance, and revenue enablement. Core Responsibilities (Drive & Deliver) 1. Customer Obsession: Delivering the Extraordinary: * Design and mandate operational processes based on deep Voice of the Customer insights (CSAT/NPS), fueled by excitement for elevating the customer journey. * Optimize every in-store and omnichannel touchpoint (checkout, fulfillment, service interaction) to ensure maximum speed and quality, turning operational efficiency directly into an extraordinary customer experience. 2. Tech-First Scale: * Own the operational technology roadmap (WFM, POS, Mobile Execution) to automate, centralize control, and ensure $100\%$ operational readiness across the fleet. 3. Operational Excellence & Efficiency: * Define and enforce digitized, scalable SOPs (Lean/Six Sigma) to drive cost efficiency, speed up ground execution, and guarantee compliance and safety enterprise-wide. * Optimize critical processes (inventory, labor) to meet sales targets while always protecting the customer experience. 4. Lead by Influence: * Influence executive peers (CTO, CFO) and decentralized field leadership to align priorities and achieve major operational goals through consensus and expert strategy. Essential (Must Have) * Executive Experience: $10+ years in a senior role managing Central Operations or complex, high-volume, decentralized execution ($1,000+$ units). * Mindset & Skills: Proven tech-first execution leader with expertise in Operational Excellence (Lean/Six Sigma) and driving ROI through systems. Must have a track record of translating customer feedback into operational process change, demonstrating a clear excitement for delivering extraordinary customer experiences. * Leadership: Demonstrated ability to lead teams directly and influence without reporting across a complex organization.
