Director Operations Support
Stop & Shop
Quincy, MA
Category/Area of Expertise: Store Operations Support Job Requisition: 474343 Address: USA-MA-Quincy-1385 Hancock Street Store Code: Store Support - Brands (5148989) Here at Stop & Shop, we've been serving our customers and neighborhoods for more than a century. A lot has changed in that time, but one thing hasn't: Stop & Shop is a place where everyone can thrive and feel like they're part of family. Our more than 50,000 associates enjoy competitive salaries, comprehensive benefits and discounts to support professional and personal journeys and flexibility that fits their lives. We invite you to pull up a seat and discover the ways you can make an impact. There's always room at our table! The purpose of this role is to create and lead the strategy, execution, and support for Omnichannel Operations Stop & Shop store operations. This role oversees omnichannel operating expenses, vendor services, contracts, and operational excellence while aligning with brand strategy and culture to deliver customer value. This role creates and leads the execution of the customer centric strategy to drive customer value proposition (CVP). This position is the primary owner responsible for leading the Operations Support functions including business continuity, crisis response and coordination, and holiday and model store planning and execution. This role is also responsible for analyzing and balancing store implementation capacity with new initiative tracking across all channels for store and support functions. This role works cross functionally across the brand and ADUSA functions. What you bring to the table: STRATEGY & LEADERSHIP:
- Lead omnichannel operational support, ensuring alignment with brand strategy and customer-centric goals.
- Oversee operating expenses (OPEX) of $1B and $6M in capital investments.
- Own strategy and execution of all retail support functions including holiday planning, store capacity, and initiative tracking.
- Lead all aspects of business continuity, emergency response, and crisis management coordination and response including maintaining store emergency procedures, contacts, and coordinating cross-functional responsibilities and around updates to BIA's and BCP's.
- Lead e-commerce fulfillment, customer experience, and last-mile logistics.
- Lead adoption and execution of best practices and continuous improvement in digital fulfillment and support operations.
- Serve as brand lead working with ADUSA Business Continuity teams and supporting and communicating processes and updating changes.
- Serve as liaison between ADUSA and the Brand, specifically in the Store Support Service area, Digital and Retail and Indirect Center of Expertise (COE) teams.
- Lead omnichannel operational strategy and service strategy for Brand planning through Enterprise Business Review (EBR) and Internal Business Review (IBR) cycles.
- Collaborate with digital teams (ADUSA) to align new business solutions and optimize ecommerce execution.
- Collaborate with customer experience team to drive key initiatives and metrics related to e-commerce at store level.
- Vet and prioritize business changes against store-level capacity constraints by maintaining brand calendar of events and pilots.
- Lead demand modeling and capacity planning to ensure successful initiative execution without disrupting store operations.
- Lead the planning for major store initiatives, launches, and annual campaigns.
- Lead and support implementation for new initiatives, formats, offerings and coordinate across Operations and Brand teams to support training, execution, standards and process documentation and overall store execution.
- Partner with respective support area owners to ensure store impact is fully identified and planned (i.e. who will be impacted, how much time, store labor impact, etc.).
- Partner with Brand leadership and respective support area owners to establish alignment on implementation, resources, budget, approach, and timing.
- Ensure operational policies and procedures are standardized, updated, and compliant across all channels.
- Lead integration of operations support functions and ensure alignment with retail and ecommerce needs.
- Oversee the update and maintenance of store policies and procedures related to process, regulatory, compliance and strategy changes.
- Liaise between Brand and key operational partners (ADUSA, COEs).
- Support cash office function in stores for questions, training and best practices.
- Support initiative planning, training, project execution, and process documentation across teams.
- Coach teams on project management practices and processes, assess ROI, and track performance metrics for continuous improvement.
- Partner and lead with Program Management Office (PMO) and other key support stakeholders (i.e. HR, IT, Construction) as part of initiative project lifecycle process.
- 10+ years of multi-location operations leadership experience
- Bachelor's degree preferred; advanced certification in change management preferred.
- E xperience supervising direct reports and influencing indirect reports
- Deep knowledge of business continuity, emergency planning, and omnichannel retail.
- Strong business, operational, and financial acumen with ability to provide advanced operational insight and synthesize large quantities of quantitative data.
- Proven ability to lead large field and office-based teams
- Strong cross-functional leadership and communication skills
- Strong analytical, strategic thinking, and problem-solving skills
- Demonstrated ability to drive customer experience and operational excellence
- Highly motivated, results-oriented, and a self-starter
- Ability to multi-task
- Proven ability to lead large field and office-based teams
- Excellent communication skills, oral and written
- Strong Word, Excel, PowerPoint, and Power BI skills
- Strong project management skills including conceptualizing, planning, estimating, executing, and evaluating progress and success
- Strong change management skills including building a common goal, engaging with stakeholders, inspiring action and adoption
- Deep active listening and empathy skills
- Solid influencing skills
- Culture committed to celebrating diverse backgrounds and experiences
- Comprehensive benefits
- Opportunities for professional development and career growth
- Associate discounts
- Team of associates dedicated to serving our local customers and supporting our communities
- Flexible, hybrid work environment with three days a week at our local office and the remaining days working remotely
Posted 2026-01-07
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