Retail Operations Manager

As a vital member of our operations team, your role encompasses managing daily interactions and supporting our retail customers, Sales, Field Operations, Supply Chain Manager, and Vendor Partners. You'll be instrumental in fostering relationships with these teams, coordinating installations, aiding in the transformation of displays at retail locations, and swiftly addressing any technical issues that may arise on an ad hoc basis.

• Own the support and operations lifecycle in your dedicated geography
• Hire, manage, and develop district managers and other field staff
• Plan and support new retailer expansion
• Leverage relationships to get retailer support to solve issues at scale
• Quarterly work-withs in stores with District Managers
• Visit retailers and conduct consultative store walks with or on behalf of the sales team
• Manage oversight of display network and replacements in a dedicated region
• Oversee scheduling, deployment, and coverage plans for field teams across active markets
• Monitor field performance metrics and intervene proactively to address issues in quality, coverage, or timeliness
• Serve as the primary escalation point for field team concerns, troubleshooting operational or interpersonal conflicts as they arise
• Work directly with key partners, including retail, IT, and contractor teams, to maintain optimal display network health
• Plan and manage the successful resolution of display issues by:
  • Troubleshooting basic technical issues
  • Preparing field teams with the proper equipment and inventory
  • Visiting stores in the region to address issues that can’t be resolved remotely
  • Escalating new hardware and software issues to the engineering department and acting as a liaison during the resolution of issues
• Provide an unparalleled customer support experience and positively represent Grocery TV
• Create, maintain, and improve our processes and process documentation
• Play an integral part in our company's Operations team development
• Location-Based Only:
  • Office Based: Own support ticket pipeline for retailers
  • Field Based: Own Maintenance visits in your home market
• 1-2x quarterly travel to retailer sites

This role has tons of room for growth across operations, logistics, project management, and account management. Over time, you’ll take ownership of a piece of our day-to-day business and really make it yours.

• Experience in an operations or account support role
• Experience managing and growing a team 
• Comfortable troubleshooting technical issues over the phone
• A sharp eye for detail and a love for keeping things organized
• A team player who thrives in a fast-paced, scrappy environment
• Bonus points if you have experience with CPG or broker services

As a part of our commitment to transparency, we use a market-based formula that provides consistency across roles & experience levels and publish all of our compensation data internally for our team. We’re open to a range of experience levels for this position. Here are the annual salaries for each level:

• IC 2: $88,000
• IC 3: $104,000
• IC 4: $115,000

In our initial conversation, we’ll discuss what level best aligns with your experience.

1. Apply

Apply and look for a response from our team about the next steps.

2. Intro interview with people team

Our recruiter will give you a call to learn more about you and answer any questions you might have about our team or the role.

3. Technical Interview with hiring manager

This will be a high-level conversation with your future manager. You’ll meet with them to dive into the details of the position and your experience.

4. Technical interview with the hiring team

We’ll dive deeper into your technical abilities by meeting with your future teammates and completing a collaborative technical assessment.

5. Values interview with collaborative teams

Chat with two people who work collaboratively with your role to give us a clear idea of how you’ll work with others.

6. Leadership interview

Last but not least, you’ll meet with one of our co-founders to make sure your values and career goals align well with our team.