Store Leader: Customer Experience & Ops

Kroger Co.; Blacksburg (VA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Healthcare coverage

Flexible scheduling

Employee assistance program

Associate discounts

Tuition reimbursement

Career growth opportunities

Job summary

Kroger Co. is seeking a Store Operations professional in Blacksburg, VA to support the store manager in delivering an exceptional customer experience and driving performance across all departments.

The role focuses on merchandising, budgeting, staffing, and safety, with emphasis on collaboration and inclusive leadership. The position requires 1 year of supervisory experience in a fast-paced retail environment, strong KPI usage, and a proven track record of improving customer satisfaction and

Qualifications

• High school diploma or GED required.
• 1 year of experience as department manager, service manager, or equivalent role.
• Experience leading, coaching, and developing associates to achieve customer service, operational, and business goals in a fast-paced retail environment.
• Experience using KPIs, metrics, and data insights to identify opportunities, solve problems, and support business decisions.
• Proven ability to collaborate across departments and influence others to drive store performance.
• Proven success driving customer experience, sales growth, operational excellence, and talent development.
• Experience managing competing priorities while leading teams through change and achieving business objectives.
• Strong track record of independently leading strategies that delivered sustained, measurable improvements across multiple areas of store performance.

Responsibilities

• Assist store manager and associates in delivering a favorable customer shopping experience and develop associate interest in customer service to enhance Kroger’s reputation.
• Lead teams in planning, implementing and executing merchandising and operating initiatives.
• Develop action plans and communications to associates based on survey results.
• Identify store opportunities with department heads and create timely solutions.
• Model and demand high levels of customer service and resolve issues.
• Manage total store operations in the store manager’s absence.
• Aim to meet or exceed weekly, period, and annual sales and budgets.
• Drive sales with department managers to maximize profits, reduce shrink and improve department contribution.
• Participate in regular store-level financial performance discussions with associates on budgets and safety goals.
• Analyze competitive landscape within district/division.
• Promote inclusive leadership and collaboration with coordinators and field staff.
• Build relationships with community organizations and union representatives where applicable.
• Communicate essential information to associates to support duties.
• Act as liaison to store/district managers on merchandising/operational plans.
• Assist with staffing, reduce turnover, and enhance retention.
• Provide timely performance feedback and manage labor costs to meet targets.
• Ensure compliance with laws and enterprise policies.
• Support adoption of technology to boost operational performance.
• Develop leadership bench strength for future opportunities.
• Supervise and coach direct reports and conduct performance reviews.
• Perform essential functions with or without accommodation.

Skills

Leadership & coaching

KPIs & data insights

Cross-department collaboration

Customer service excellence

Change management

Strategic planning

Performance feedback

Education

High school diploma/GED

Job description

Kroger Co. is seeking a Store Operations professional in Blacksburg, VA to support the store manager in delivering an exceptional customer experience and driving performance across all departments.

The role focuses on merchandising, budgeting, staffing, and safety, with emphasis on collaboration and inclusive leadership. The position requires 1 year of supervisory experience in a fast-paced retail environment, strong KPI usage, and a proven track record of improving customer satisfaction and