Director of SVS Retail Operations

POSITION SUMMARY:

Responsible for the business performance and effective operation of SVS Vision stores. Accountable for maintaining processes and procedures as well as leading and supporting company initiatives and projects. Drive and deliver planned sales, gross margin, customer service, patient care, and payroll results. Manage and coach retail teams and District Managers to execute and deliver against business targets. Ensure all operations are in line with regulatory requirements, compliance requirements, and union/people policies.

DUTIES AND RESPONSIBILITIES:

DRIVE BUSINESS & DELIVER RESULTS

• Work individually and cross-functionally to develop and execute merchandise and operational strategies that deliver planned sales, gross margin, patient service, and payroll results

• Develop and execute strategies in partnership with District Managers to hire, train, and promote retail leadership talent

• Support development and execution of product and sales training designed to educate associates and drive sales

• Partner with doctors and Director of Professional Services to deliver a great customer experience, availability of exams, and proper handoff to retail team

• Oversee onboarding for new Retail Office Managers and optometrists; ensure training and onboarding is completed effectively for all associates

• Regularly evaluate optometrist, manager, and optician talent for current and future bench strength

• Provide input to corporate partners on key decisions such as store relocations, closings, store layouts, and marketing investments

• Lead and direct execution of merchandising and sales promotion programs

• Partner with human resources to ensure all operational and people matters are addressed in line with union, regulatory, and company policies/requirements

LEADERSHIP

• Provide realistic parameters that allow teams to make decisions with accountability

• Is accessible to teams and the rest of the organization

• Provide proactive communication to direct reports and corporate partners

• Work closely with Human Resources to develop and implement solutions related to staffing, recruiting, performance management, and employee relations

FINANCIAL ACUMEN

• Oversee financial operations by driving sales and managing expenses to plan

• Identify exceptions and put appropriate action plans in place for resolution

• Create and submit accurate budget data

COMPLIANCE

• Ensure centers follow applicable Federal and State laws including HIPAA, Fraud, Waste and Abuse, and Federally and State funded vision plan regulations

• Ensure all applicable optometric and optician laws are followed

• Ensure centers adhere to all company safety standards, policies, and procedures

MINIMUM KNOWLEDGE, EXPERIENCE & SKILLS REQUIREMENTS:

• Bachelor’s degree in relevant business field or equivalent work experience; MBA preferred

• Combination of education and/or equivalent work experience in a related field

• 8+ years of multi-unit retail management experience

• Optical Manager leadership experience preferred

• Proven ability to lead, coach, and build associate relationships in an environment of fast change; must be able to direct, and motivate a diverse associate population

• Excellent communication and interpersonal skills, with the ability to build relationships and influence performance

• Demonstrated analytical and problem-solving skills

• Strong organizational and time management skills to plan work, monitor progress and results, and intervene to change direction if necessary

• Strong problem-solving skills to identify problems and develop solutions

• Strong conflict management and resolution skills

• Proficiency in Microsoft Office Suite of programs (e.g., Power BI, Excel)

ESSENTIAL FUNCTIONS & WORK REQUIREMENTS:

• Ability to effectively communicate at all levels within the organization through written and two-way verbal communication

• Able to sit or stand for extended periods of time

• Able to operate various office equipment (e.g., personal computer, telephone, fax machine, copier, etc.)

• Able to read and write at a high school graduate level

• Able to lift 10 to 20 pounds

• Able to view/read computer screen for extended periods of time

• Able to work normal and/or extended (evenings, nights, and weekends) office hours to meet established deadlines

• Able to travel independently to support Company objectives and personal development

These statements are intended to describe the general nature and level of work performed by associates assigned to this job classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.