Assistant Operations Manager

Express; Santa Clara (CA); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking fashion retailer that is redefining the shopping experience! As an Assistant Operations Manager, you will play a crucial role in creating a vibrant and inclusive environment that inspires both customers and team members. This position emphasizes teamwork, leadership, and a commitment to exceptional service, ensuring that every visitor leaves with a sense of confidence and self-expression. With a focus on operational excellence and customer satisfaction, you will lead a talented team in a dynamic setting where your contributions will directly impact the brand's transformation. If you are passionate about retail and ready to make a difference, this is the opportunity for you!

Qualifications

• 3-5 years of experience in a similar role.
• Proficient in retail technology and customer engagement.

Responsibilities

• Manage Operations Leader and Associates to ensure positive customer experiences.
• Lead recruitment and training of support squad members.
• Drive results by enhancing customer engagement.

Skills

Customer Engagement

Team Leadership

Communication Skills

Organizational Skills

Retail Technology Proficiency

Education

High School Diploma or Equivalent

Tools

iPads

Retail Registers

Job description

This is a unique and exciting time to join Express. Since launching our EXPRESSway Forward strategy in 2020, we have been steadily advancing a transformation from being known as a store in the mall to a brand with a purpose, powered by a styling community. We believe that clothes can serve a higher purpose to make people look the way they want to look and feel the way they want to feel, and our Express brand purpose – We Create Confidence & Inspire Self-Expression – speaks to the role our brand can play in their lives.

Today, we are reimagining our retail and outlet stores with a spirit of hospitality so everyone who walks through our doors has a positive experience and leaves wanting to be a part of Generation Express. We call our stores ‘Style Studios’ and our sales associate teams ‘Style Squads’ – and they are the most important part of our transformation. Our culture is defined by three values – Express Yourself, Express Together, Express Success – and we invite you to join us and help build, activate and amplify the Express styling community.

For more information about Express, Inc. please visit www.express.com.

Responsibilities

Reporting to the Studio Manager, the Assistant Operations Manager position directly manages the Operations Leader and Operations Associates and is jointly responsible for ensuring consistently positive customer experiences through the precise execution of the merchandise flow process and ensuring product is available, sized, and properly displayed. In this way the Assistant Operations Manager delivers on the Express brand purpose (We Create Confidence. We Inspire Self-Expression.). Success as an Assistant Operations Manager will be determined by the aforementioned as well as ensuring the Support Operations Squad delivers productivity and performance against key metrics.

Key Responsibilities

• Attract, hire, develop, inspire, and retain best-in-class talent
• Promote an inclusive Style Squad approach based on teamwork and shared objectives
• Foster a positive and uplifting work environment that generates a high level of morale
• Lead recruitment, teaching and coaching of support squad members
• Teach Operations squad members to use the tools via the Stitch to maximize the productivity of the Team and achieve brand benchmarks in UPH
• Develop Operations squad members
• Lead performance management or corrective action as required
• Model, teach and coach to behaviors that exemplify the Express Customer Experience Philosophy
• Drive for results by leading the customer experience as Customer Engagement Leader (CEL)
• Share information on product, promotions, and loyalty programs
• Address and resolve customer complaints; creates a culture or proactive customer engagement to exceed customer expectations
• Lead the processing of fulfillment transactions quickly and accurately to ensure customer satisfaction
• Ensure operational standards in stockroom organization are followed
• Engage with customers as needed on the sales floor with locating product and/or online orders
• Set and achieve the highest standards in retail execution by focusing on all key operational targets
• Lead all customer facing support functions including check-out, BOPIS and product search
• Process shipping and receiving orders according to Express time and efficiency standards
• Lead Replenishment of product utilizing the MPOS Replenishment APP
• Processes freight and sensors product
• Lead the maintenance of a clean and organized stockroom to ensure safe and efficient merchandise processing from stockroom to floor
• Lead product pricing and markdowns

Essential Qualifications

• High school or equivalent education
• Years of Experience: Three to five years in a similar or relevant position
• Willing and able to meet defined availability criteria including nights, weekends and non-business hours
• Proficient in use of retail technology such as iPads and registers

Preferred Qualifications (skills and abilities)

• Hospitality mindset with a genuine desire to create positive and memorable customer experiences
• Ability to explain and model how excellent customer experiences are created
• Strong supervisory and communication skills
• Organizational skills
• Brand ambassador mentality
• Competitive spirit

Closing

As an equal opportunity employer, EXPR does not discriminate in recruiting, hiring or any other terms and conditions of employment on the basis of any federal, state, or locally protected characteristic. EXPR only hires individuals authorized to work in the United States.

Notification to Agencies: Please note that EXPR does not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, EXPR will not consider or approve payment to any third-parties for hires made.

About the company

Express, Inc. is an American fashion retailer that caters mainly to young men and women.