Customer Operations Manager Jobs in Alberta (NOW HIRING)

Do you believe in putting the customer first?

Are you a team player and do you have an incredible sense of leadership?

Are you motivated by achievement goals?

Reporting to the Senior Director of Franchise, the Franchise Operations Manager will be responsible for providing Operations and Merchandising support to Brick Franchise stores across the country. Store visits will be required for new store openings, store closings or conversions, or stores not meeting the requirements as set out.  Brick operation and merchandising policies and procedures will be reviewed to ensure the franchise stores are considered and communicated to all Franchise stores via emails or conference calls. Operational training including daily balancing, monthly balancing, inventory balancing, sales tax and surcharge remittances, expense statements, and PAD notices will be given to all new owners as part of the new store opening process. You will be the liaison between Brick corporate and Franchise stores.

• Review daily reporting and communicate to stores
• Communicate with stores not performing to minimum standards to drive consistency and performance
• Support operational improvements in store through training and leadership
• Support stores or bookkeepers with any balancing issues, or expense statement issues as required
• Support stores with any procedural questions as they arise
• Support the Franchise Regional managers by providing answers to Operational or Merchandising questions
• Unlink Franchise IST from incoming POs as required
• Action Franchise IST report weekly to ensure stock ordered hasn't been unfilled by corporate stores
• Pull Whirlpool invoices from True Commerce weekly and post to stores in ARUTI
• Review Franchise zero cost report monthly and post as required in ARUTI
• Review MKS MCR report for MCR not properly keyed
• Send King and State monthly sales by location and MKS MCRs to owners and bookkeepers
• Review TGW events from previous month and reclass to stores or other departments
• Review and post submitted furniture repairs, commission adjustments, corrections etc. to the folder on the franchise drive
• Post the Franchise purchases, returns, credits, repairs, and Whirlpool purchases by location to the YTD worksheet and distribute to the regional team for review.
• Responsible for operations roll outs and consistency amongst locations
• Work with Sales Audit and balancing to investigate discrepancies in stores with refunds or other questionable transactions as required
• Communicate all DSU nationally
• Partake and travel to assist in new store openings, store visits etc
• Attends Corporate Operations Conference calls weekly
• Complete all return/damage credits for each region
• Attend Each regional team conference call weekly
• Assists stores under achieving in Audit scores

Education & Experience:

• Minimum high school diploma
• 2-3 years leadership experience
• Proven track record in operations and customer service

Knowledge & Skills:

• Full understanding of customer accounts and daily balancing
• High level of producing results through follow up and accountability
• The desire to promote an extreme level of excellence, pride, and store detail
• Desire to motivate and lead store owners and management teams
• Ability to develop staff through coaching, mentoring, and training
• Excellent time management skills and work ethic
• Capability to work under pressure and handle multiple tasks
• Proven ability to manage a wide variety of assignments at once and manage competing deadlines
• Clearly communicate the company policies, direction, and expectations
• Willingness to travel

• A flexible and comprehensive benefits package, including Health, Dental and Paramedical Services for you and your family
• Competitive remuneration package that will commensurate with experience
• Career progression potential with plenty of access to ongoing personal and professional development
• Employee discounts
• A dynamic environment to showcase your leadership talents.

Apply now

The Brick is committed to fair and accessible employment practices and will accommodate people with disabilities throughout the recruitment, application, and selection process. If you require an accommodation at any stage of the process, please let the hiring manager know or reach out to hrhires@thebrick.com