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Area Operations Manager

Function: Retail Management
Location: Staples Corporate Center, Framingham, MA US
Date posted: 9/10/2019 12:02:12 PM
Type: Full-time
Permanent / Contract: Regular
Job number: 1101551
Position Summary:

The Area Operations Manager (AOM) is responsible for executing and fostering the Studio member experience while managing expenses across all Studio locations.  This is accomplished through a high level of execution of Studio expense management and exceeding member expectations.  The AOM is responsible for creating a high performing team of Studio Managers.  This position leads a team of Studio Managers across his/her market to execute and deliver on all sales, service, and operational programs to achieve the Staples Studio team objectives.

Main responsibilities include: operating the spaces, retaining of our current members, and supporting the sales and events teams.  Build a talented bench for future open roles on your team.  Foster consistent experiences among all spaces, while localizing where deemed appropriate by your manager.  Exercise on-the-go creative thinking.  Manage overall team PTO calendar and call outs, emergencies, maternity leaves, etc.  Create harmony with the field leadership.  Conduct regular one-on-ones with GMs and DMs over Studio stores.  Report weekly and monthly to leadership.

Core Responsibilities:

AOMs direct the planning, development, execution and monitoring of Studio business plans designed to meet or exceed company objectives. The AOM must maintain a constant presence throughout his/her market to: a) foster a member-centric, sales/profit driving approach to business across the Studio spaces, b) serve as champion and role-model for Staples Values and Commitments, and; c) ensure members enjoy a seamless experience.

  • Member Centricity – Create a market-wide culture where all SMs are engaged, trained and empowered to create a world-class member experience.  The AOM drives a culture of putting the member first by ensuring a high level of satisfaction resulting in a lasting and growing member base.  They must direct STUDIO MANAGERs to research and resolve inquiries and complaints promptly to provide exceptional resolution and a lasting, positive impression on our members.
  • People Excellence – Actively attract and retain a high performing team.  Constantly evaluate workforce analytics to develop clear succession planning strategies from Studio Managers, to ensure the right people are in the right positions at the right times.  Support Studio Managers in creating talent strategies, personnel acquisition and staff level management to achieve and maintain Studio and market operational requirements.   
  • Driving Execution – Direct and coach STUDIO MANAGERs on how to achieve success across all sales, service and profit categories with a high degree of honesty and integrity.  It is critical that this is achieved through obtaining first time execution of company initiatives. 
  • Business and Financial Acumen – Continuously review key performance indicators and analyze by-market and Studio opportunities to optimize business plan results. Recognize success, reward responsible risk-taking and conduct crucial conversations to redirect as needed.
  • Fiscal Responsibility - Create positive material improvement on the Market P&L statement. Review underperforming Studios and take appropriate actions when U.S. Retail objectives are not met at market or individual Studio level. 

Scope of Duties:

  • Area Operations Managers have the greatest impact on their teams through PRESENCE within their Studios. It is expected that AOMs will spend 70% of their time in the field, and complete basic visit notes and/or documentation on all of them.
  • Promote a high-performance sales and service culture while demanding consistent operational excellence. The AOM will coach STUDIO MANAGERs and Studio teams in establishing effective selling strategies, workload planning, scheduling, payroll management, loss prevention, safety and merchandising techniques.
  • Execute Regional and Company Sales and profit strategies into operational reality by aligning appropriate resources and personnel across the Market and driving superior execution from Studio teams centered on high ethical standards of conduct. 
  • Lead by example during visits by demonstrating the Staples Signature Experience, enforcing high standards of operational excellence and creating a high level of motivation to WIN
  • Actively promotes and fosters shared learning across Studios, offering useful real-time training and coaching for improvement that promotes development in Studio associates. Coaches team members to help them clearly identify, prioritize and focus on their necessary knowledge, skills and behaviors to reach   individual and team targets.  
  • Be an effective change agent to guide the Studio team through organizational and operational changes without sacrificing quality in the sales, service and operational aspects of the business. Foster a fast and flexible, highly adaptive business style.
  • Ensure compliance in key Profit & Loss (P&L) performance metrics.
  • Supervise STUDIO MANAGERs in all operational aspects of new Studio openings, Studio closures and remodels to ensure construction schedules and budgets are achieved as well as all operating procedures are in place.
  • Engage in Crucial Conversations with team to address opportunities.  Ensure consistent application of performance management practices including but not limited to annual and mid-year performance appraisals, coaching/counseling and developmental plans.  Conduct timely and relevant corrective documentation of improvement plans to ensure accountability and required changes.  
  • Adhere to Federal and state laws, including applicable wage and hour legislation for non-exempt associates and minors. Comply with all FSLA laws, regulatory directives and OSHA requirements. 
  • Demonstrate solid evidence of community outreach and involvement. Awareness of competitor practices to inform and promote opportunities.

Education, Experience & Qualifications:

  • Bachelor’s Degree in Business or a related field preferred, or equivalent years of related experience.  3-5 years previous experience in management. 
  • Proven track record of increasing sales and profitability. Experience in revenue generation to include the ability to analyze P&L and financial reports, ensuring key performance metrics are met.
  • Exceptional organization and time management skills.  This includes forward planning on a daily/weekly/monthly/yearly basis, keeping and routinely working active “To-Do” lists prioritized based on changing business needs, and being adaptable without compromising work quality.
  • Demonstrated commitment to identify, address, and resolve critical gaps in current and future Studio talent pool needs. Strong ability to train and coach.  Proactively and freely shares own experience and expertise to teach Studio team members (role plays, models effective skills). 
  • Strong skills in management strategy, staffing performance management, associate relations and associate development. Ability to support and implement various People programs and initiatives to achieve business objectives. 
  • Leadership and partnership that will inspire associate engagement and member loyalty with the communities in which we serve and operate.
  • A high level of administrative competence with ability to meet deadlines. Good working knowledge of technology, PC skills and knowledge of retail related software and hardware systems.

Staples is The Worklife Fulfillment Company, helping businesses of all sizes be more productive, connected and inspired. With dedicated account teams, category professionals, innovative brands and a curated product assortment for business, Staples provides customized solutions to help organizations achieve their goals. Interested in joining the team? Check out our perks and benefits!

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.


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