Job Description

At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon-quality products at a value price. Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.

This is a hybrid position working from our Legacy West Support Center in Plano, Texas.

The Field Operations Support Specialist provides targeted operational support to District Managers and Regional Directors so they can execute the business effectively, consistently, and independently. The role focuses on new leader onboarding, performance stabilization, reinforcement of operational discipline, and structured intake and routing of field-side operational issues.

Responsibilities

• Lead operational onboarding and establish required execution expectations and performance standards for newly appointed DMs and RDs so they understand business rhythms, reporting usage, standards, and how to navigate the support model.
• Provide operational leadership support to new, inconsistent, or underperforming districts to strengthen execution routines and improve performance stability.
• Establish and enforce adherence to operational routines and priorities, including directing focus areas and follow-through expectations.
• Provide structured support to RDs in interpreting operational outputs and identifying where leadership attention should be directed across districts.
• Own resolution decisions for defined issue categories for field-side operational questions and cross-functional routing needs, including issues related to Facilities and other support functions.
• Determine action plans and assign accountability across functions on how to navigate the right ownership path without taking over long-term issue resolution.
• Capture recurring feedback from the field and direct it back into reporting, standards, knowledge, inventory, and WFM owners so the overall support model improves over time.

Knowledge, skills & abilities requirement

Strong background in retail field operations and experience supporting or leading multi-unit store environments.

Credibility with District Managers and Regional Directors and the ability to coach, reinforce, and clarify operational expectations.

Strong understanding of store operations, business rhythms, and district-level execution demands.

Ability to operate successfully in a pooled support model across multiple regions based on business need.

Excellent communication, issue-triage, and judgment skills, especially in cross-functional field-support situations.

Competencies & attributes

• Operational Leadership – Ensures consistent execution of operational priorities, standards, and business rhythms across districts.

• Leadership Development – Onboards, coaches, and develops District Managers and Regional Directors to drive performance and effectiveness.

• Execution & Accountability – Establishes clear expectations, routines, and ownership to achieve operational goals.

• Business Acumen – Uses operational data, reporting, and key metrics to guide decisions and improve outcomes.

• Problem Solving & Decision Making – Identifies issues, determines solutions, and makes sound decisions in a fast-paced environment.

• Influence & Collaboration – Partners effectively across functions and gains alignment without direct authority.

• Continuous Improvement – Identifies trends, captures field feedback, and drives enhancements to processes, systems, and support models.

• Communication – Clearly communicates priorities, expectations, and action plans to leaders and stakeholders.

• Change Management – Helps leaders navigate change, adopt new processes, and sustain operational improvements.

• Stakeholder Management – Builds strong relationships and provides consultative support to field and corporate partners.

• The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, retail stores, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.

• The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items such as papers, files, books, small parts; using a keyboard, driving an automobile, etc. No special physical demands are required to perform the work.

Benefits

We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. In addition, associates of SBH may take advantage of our in-house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!

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