Service Operations Manager Jobs in Florida

Job Title: Manager, Omni Operations - Systems Run

Division: Omni Operations

Supervisor Title: Director, Omni Operations

Location: Clearwater, FL (NOC)

FLSA: Exempt

Job Summary

The Manager, Omni Operations Systems sits at the intersection of field operations and Omni Systems management. This person is equally adept at managing projects, drafting policies and procedures, leading training sessions, and troubleshooting live issues for field team members at all levels from Regional Directors to part-time employees. They are natural builders and a results-oriented problem solver

This role serves as the systems team voice in daily IT activities, driving the discovery, design, development, launch, and post-launch evolution of our Omni Systems directly impacting over 650+ retail locations and a growing street and community channel nationwide. At the same time, this role is an active contributor to the broader Omni Operations team and cross-functional partners with the same energy and ownership brought their projects. This person continuously demonstrates an appetite for leading and developing team members and peers.

Job Responsibilities:

• Manage daily systems and IT activities related to Store POS, GK POS, GK Mobile, GK SIS and future GK enhancements
• Manage daily systems and IT activities related to Street POS, OneSFA, Mosaic, and future enhancements.
• Manage the Systems ServiceNow queues to support the field
• Manage new store activities related to systems and IT
• Manage in store L’Oreal IT activities
• Manage the flow of data between multiple systems
• Liaison with L’Oreal Run IT team to solve current issues impacting the field teams and disrupting sales
• Support existing systems including but not limited to GK POS, GK Mobile, Mosaic, OneSFA, SAP and Salesforce via ServiceNow tickets and ad-hoc requests.
• Support field regional directors by attending calls with their teams as well as handling ad-hoc requests via teams, email, and calls.
• This position may include leading direct report(s) and therefore will be responsible in training, developing, and continuously leading by building a positive relationship and setting a clear framework of coaching and development.
• Operate creatively within the framework established by L'Oréal's enterprise Systems architecture, maximizing what's possible within the Omni Systems without disrupting cross-organizational systems
• Champion the full user journey not just how something is built, but how it launches, is maintained, and is experienced by the store associates, street teams, and community managers who depend on it daily
• Serve as a guide and thought partner to cross-functional stakeholders, translating business needs into technical solutions and educating partners on platform capabilities and limitations
• Stay resourceful and current by proactively exploring new developments, features, and best practices in technology, and the broader community to bring continuous innovation to the team
• Lead omni operational initiatives that drive efficiency, profitability, and a seamless experience across store, street, and community channels providing expertise on both employee-facing and customer-facing initiatives
• Establish and maintain clear, multi-channel communication across all levels of the organization; partner with the communications team to develop and deliver targeted content for stores, street teams, community managers, DMs, SBPs, and SAMs
• Manage the creation, implementation, and maintenance of omni support documentation including SOP, P&P manuals, and operational guides in Salesforce; assist in developing training materials and monitoring employee policies as new processes and systems are introduced across all channels
• Build strong cross-functional relationships with IT, CXS, Internal Control, Finance, Category Management, L&D, and additional business partners that may fall within L’Oreal umbrella to continuously improve field processes and service delivery
• Support the field through NET coverage answering calls, resolving operational questions, and monitoring Salesforce Chatter for store associates, street team members, and community managers-night and weekend availability
• Provide AD HOC support to RD/DMs with speed and accuracy
• Research operational issues and proactive hindsight with field and NOC business partners to identify expense savings, profitability opportunities, and process improvements
• Educate NOC business partners on store and street operations to enable more informed, field-aligned decision-making
• Attend and present at store and field leadership conferences and forums as directed by Omni Operations leadership
• Drive and execute ad hoc operations projects with a sense of ownership and urgency
• As a salaried, exempt team member, participate in a rotating NET shift schedule that will occasionally include evening and weekend coverage in support of business needs

Experience, Competencies and Physical Requirements

• At least 5-7 years of experience in retail operations, omni-channel operations, or a related field
• Demonstrated ability to manage an end-to-end project from discovery and design through launch and post-launch iteration
• Continuously research and integrate new techniques, emerging technologies, and cutting-edge tools including those enhanced by AI to innovate our business capabilities and enhance efficiency
• Excellent written and verbal communication skills across multiple channels and organizational levels including store teams, street teams, community managers, and NOC business partners
• Proven ability to self-direct and self-motivate identifies what needs to be done and does it
• Strong problem-solving skills with the ability to think creatively within constraints and find innovative solutions where others see limitations in ambiguous situations
• A natural collaborator who can guide cross-functional partners to the right outcome across the full lifecycle of a project from design to adoption
• Exceptional organizational skills; able to manage multiple priorities simultaneously without losing quality or composure
• Proficiency in Microsoft Office Suite (PowerPoint, Word, Excel, Teams, Power BI), Salesforce, L’Oreal GPT, comfortable navigating and troubleshooting new technology independently
• Night and Weekend availability
• Ability to travel 30-40% of the time; valid driver's license and ability to operate company vehicles
• Ability to lift up to 20 lbs; ability to sit and use normal office equipment more than 90% of the day
• Experience with SAP and/or POS by GK, Mosaic, and OneSFA preferred
• Business degree in a related field is preferred
• Being present in the office three days a week is considered an essential function of all office-based roles for eligible full-time employees.
• Authorization to work in the United States on a full-time, permanent, ongoing basis is required. No immigration support/sponsorship offered for this role.
• Valid driver’s license and ability to operate company vehicles

SalonCentric is an equal opportunity employer and affords equal opportunity to all applicants for all positions without regard to race, color, religion, gender (including pregnancy), national origin, age, disability, veteran status, sexual orientation, or any other status protected under local, state, or federal laws.