Job Description

Operations Specialist Job Description

Department: Retail Operations

Reports To: Retail Operations Leadership

Classification: Exempt

Travel: Frequent travel to assigned store locations

Position Summary

The Operations Specialist drives operational excellence, efficiency, standardization, and consistent execution across assigned retail locations.

This is a hands-on role responsible for identifying operational gaps, improving processes, conducting operational audits, supporting implementation of new initiatives, developing and updating operational SOPs, and providing targeted support to stores.

The Operations Specialist supplements regional and store leadership by providing focused operational expertise. The position does not function as a second Regional Manager and does not replace General Manager accountability for store performance.

Essential Duties and Responsibilities

• Conduct regular operational audits of continuous-upkeep items, recurring operational forms, processes, and store standards.
• Complete White Glove Audits for assigned stores and identify actionable opportunities for improvement.
• Analyze operational gaps, determine root causes, and implement practical process improvements.
• Develop, update, and maintain state-specific operational SOPs with an emphasis on efficiency, consistency, and standardization.
• Lead hands-on implementation of new operational initiatives, processes, and procedures.
• Provide in-person operational training associated with new processes, systems, or identified store challenges.
• Support General Managers with training resources and follow-up when an operational training gap remains after initial manager documentation, coaching, or corrective action.
• Support systems and process rollouts and drive consistent adoption across locations.
• Partner with Accounting and Marketing during new-vendor launches to ensure required operational information and training materials reach store teams.
• Serve as a point person for regional Inventory Leads.
• Facilitate biweekly inventory calls and lead inventory-process improvement initiatives.
• Analyze inventory workflows and implement improvements designed to strengthen accuracy, consistency, and efficiency.
• Lead and support drive-thru efficiency initiatives, including workflow, wait times, layout, menus, and process optimization.
• Support operational readiness and preparation for new store openings.
• Provide targeted support to Regional Managers during defined operational needs, including store deployment, issue resolution, special projects, and temporary coverage.
• Drive cross-store consistency and adoption of operational best practices.
• Complete defined projects assigned by regional or retail leadership and report measurable outcomes.
• Monitor adoption following implementation and identify areas requiring additional follow-up.

Accountability Boundaries

The Operations Specialist owns operational analysis, implementation, process improvement, and standardization within assigned projects.

This position:

• Does not own overall regional revenue performance.
• Does not replace the General Manager as the accountable leader of an individual store.
• Does not assume Regional Manager responsibility for GM performance management.
• Does not own regulatory relationships, licensing, formal regulatory responses, or compliance-specific audit responsibilities.
• May diagnose and improve processes contributing to a performance problem, while the Regional Manager and General Manager remain accountable for the ultimate business result.
• Provides operational implementation training, while broader customer-experience curriculum and formal training programs remain the responsibility of the National Trainer.

Key Performance Indicators

Performance may be measured through:

• Completion, timeliness, and quality of operational audits
• Successful completion of assigned projects
• Documented efficiency and process improvements
• SOP implementation and adoption
• Cross-store consistency and operational standardization
• Inventory-process improvement
• Drive-thru and customer wait-time improvement
• Workflow optimization
• Successful implementation and adoption of new systems and initiatives
• New-store operational readiness
• Sustainability of implemented operational improvements

Qualifications

• Demonstrated experience in retail operations, multi-unit operations, process improvement, or a related field.
• Strong understanding of store-level workflows and operational execution.
• Ability to analyze processes, identify inefficiencies, and implement practical solutions.
• Strong project-management and organizational skills.
• Experience developing or implementing SOPs and operational procedures.
• Ability to coach employees and managers on operational processes without assuming direct managerial accountability.
• Strong analytical, written, and verbal communication skills.
• Ability to work independently and manage multiple projects simultaneously.
• Experience in a highly regulated retail environment preferred.
• Ability to travel frequently and work on-site at store locations as operational needs require.

Role Expectations

The Operations Specialist should leave stores with stronger processes, clearer standards, and sustainable operational improvements. Success is measured by improved execution and consistency-not by assuming permanent responsibility for the store or its management team.