About the position
The Supervisor, Operations (Job Coach) at Deseret Industries in Tucson, AZ, plays a pivotal role in leading, managing, and mentoring store associates who face various barriers to employment. This position is designed to help these individuals find meaningful employment while coordinating their vocational rehabilitation needs with Development Counseling Services. The success of this role is measured by the outplacement of store associates, effective staffing, and the maintenance of operational excellence within the store. In the realm of store operations, the Supervisor is responsible for training and developing store associates, overseeing store openings and closures, and managing performance. This includes interfacing with the public to enhance customer satisfaction and sales, as well as ensuring successful interactions between store associates and customers. The Supervisor will lead a team of 12-25 store associates, many of whom may have disabilities or other circumstances that hinder their path to self-reliance. The role also involves implementing behavior management techniques to drive performance, managing the store associate training program, and ensuring that associates are equipped with the necessary skills for retail sales, merchandising, and complex warehouse operations. The Supervisor will provide ongoing assessments and feedback to associates, driving improvements in behavior and productivity based on observed data. Additionally, the Supervisor will oversee retail store operations, manage point-of-sale operations, and ensure compliance with safety protocols and store standards. This position requires a strong commitment to associate stewardship, as the Supervisor will regularly supervise the work of store associates and provide recommendations regarding their employment status. The ideal candidate will possess a blend of educational qualifications and relevant experience, demonstrating a strong ability to lead and mentor individuals facing employment barriers.
Responsibilities
- Lead and supervise 12-25 store associates who may have a wide range of disabilities or other circumstances that are a barrier to achieving self-reliance.
- Schedule and coordinate store associate plan of care with Development Counseling Services.
- Implement behavior management techniques with associates to drive performance including de-escalation strategies.
- Manage store associate training program including schedule, time management and soft skills.
- Lead store associate team in areas including retail sales and merchandising, complex warehouse operations, and the logistics of a donation center.
- Schedule and manage the balance of advanced skills training and operations for store associates.
- Manage and coordinate vocational plan for each associate in concert with Development Counseling Services.
- Maintain confidential database of current work and productivity behaviors for assigned associates.
- Instruct, monitor, and provide frequent feedback to store associates related to critical work standards including time and attendance, communication and leadership skills, honesty, reliability, and following instructions.
- Provide weekly assessments of work behaviors and quarterly evaluations.
- Drive improvements in behavior and productivity using data from observations.
- Give crucial input to individual development plans for each associate.
- Model all Ready for Work program work behaviors, i.e., attendance, punctuality, staying on task, work quality, work pace, etc.
- Supervise retail store operations in various departments including merchandising, inventory, and donation processing.
- Provide expertise with complex customer needs regarding policies, pricing, and donations.
- Supervise logistics of the donation center including supplies, product flow, staffing, heavy equipment, and customer service.
- Make immediate judgments regarding hazardous donations according to OSHA guidelines and store policies.
- Oversee safety protocols and respond to incidents.
- Manage point-of-sale (POS) operations including cash handling, Welfare vouchers, and processing deposits.
- Supervise teams of cashiers in cash management to ensure internal controls compliance.
- Partner with management to ensure compliance to store standards.
Requirements
- Bachelor's degree in business, education, social work, or related field, or an equivalent level of education and experience.
- Three years' experience in training, education, or business settings including retail, warehouse, or customer service operations, or an equivalent level of education and experience.
- Demonstrated experience in teaching, training, and/or supervision.
- Ability to regularly lift 50 pounds, walk, and stand for long periods of time. Able to bend, twist, and climb as needed.
- Strong customer service experience and ability to interface successfully with diverse demographics of people.
- Strong written and oral communication ability.
- Ability to give clear and concise direction and follow through with delegated assignments.
- Hold direct reports accountable.
- See and implement solutions to challenges.
- Ability to lead and supervise team(s) of store associates who may have barriers to employment.
- Implement data-driven decisions and solutions.
- Interface with technology including computers, MS Software, and PCS/Inventory systems.
