Experience Operations Manager

If you’re someone who has a genuine desire to help people live better and healthier lives, join us as we work to be a trusted resource in our communities, offering real people, real food at real affordable prices across the Midwest. If you are ready to immerse yourself in an environment, that helps shoppers naturally, intuitively, and enjoyably find real, honest, affordable goodness to meet them wherever they are on their wellness journey, we’d like to hear from you. Join us to begin YOUR journey and be a part of the Fresh Thyme Market Team!
Fresh Thyme Rewards

• Weekly pay
• Scheduling flexibility
• Paid parental leave
• Team member discount
• Career growth opportunities
  

Are you passionate about the retail grocery market and organic products? Are you a leader? Are you ready to join one of the fastest growing companies in the retail grocery market? If so, Fresh Thyme Farmers Market is the place for you! Our unique business model, fast paced and growing environment, promote from within culture and excellent benefits make Fresh Thyme the best employer in the grocery market. Careers have been growing at Fresh Thyme since our inception in 2012 - yours should be no different!
The Experience Operations Manager is responsible for oversight of the customer experience in Fresh Thyme stores. This position creates, develops and executes all store customer experience programs to ensure an exceptional shopping experience for all Fresh Thyme Market customers.
Position will follow a hybrid schedule: Monday-Wednesday in office, Thursday-Friday remote. Some occasional travel expected.
Essential Duties & Responsibilities

• Identifies and analyzes problems to determine root causes and solutions.
• Partners cross-functionally with all departments in a way that provides timely feedback and escalates problems or issues that could prevent execution of plans.
• Design, direct, and implement programs and strategies that monitor and analyze the customer experience across all channels.
• Provide direction from customer insights to determine customer experience opportunities, trends, and recommendations.
• Reviews and directs modifications to existing programs and plans to ensure relevance.
• Develops accountability tools and action plans to drive measurable customer service results in stores.
• Develops key indicators and continuous improvement; formulating, recommending, and implementing policies as needed.
• Design, directs and implements future front end/eCommerce initiatives and strategies to ensure Fresh Thyme leads the market in creating a positive customer experience.
• Provides direction and support to store leadership to ensure an accurate and rapid turnaround on all customer-related activities.
• Works with stores to ensure a timely and proper response to all customer concerns to ensure the highest level of satisfaction.
• Reviews performance against operating plans and standards.
• This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required.
  

Education And Experience

• Bachelor degree or equivalent work experience required
• 10+ years of experience in leadership role related to retail customer service.
• Highly developed organizational skills and demonstrated ability to manage multiple priorities concurrently while simultaneously demonstrating attention to detail.
• Strong interpersonal skills and ability to facilitate cross-functional teams.
• Demonstrated ability to lead through influence and resolve conflict.
• Demonstrated knowledge of change management.
• Demonstrated ability to communicate effectively both verbal and written to all organizational levels.
• Demonstrated success in solving complex issues across functions using fact-based data and analytics.
• Strong math skills, ability to analyze metrics, statistics, data and identify trends.
• Proficient in Microsoft Office Suite.
• Strong organizational agility and flexibility.
  

At Fresh Thyme, our team members Thrive . We offer competitive compensation, incentive programs, and recognition programs that allows our most successful team members to be rewarded for their passion, dedication, and the results they consistently drive. Therefore, we are committed to offering competitive pay that reflects market standards and ensures consistency within our organization.
The pay range for this position is listed below. The actual rate offered will meet or surpass the legal wage requirement for the job's location.
$72,500.00 - $114,500.00
This pay range represents the minimum and maximum base pay for the position, which is determined by factors such as market data, the qualifications required, the level of responsibilities associated with the role and other roles at this same level. Specific pay rates will be within this range and based on your experience, qualifications, and skills compared to the internal team of this role.
Compensation for this position also includes incentive bonus opportunities that may vary based on individual and company performance. Specific details will be discussed during the hiring process.
Our team members Thrive because we are committed to the whole person. Not only do we offer a comprehensive benefits package for our full-time team members that includes medical, dental, and life insurance, but we also offer a variety of programs designed to support our part-time members as well. ALL Fresh Thyme team members enjoy paid parental leave, our 24/7 Employee Assistance Program, and our 401(k) plan with an employer match. We are dedicated to creating a work environment that promotes work-life balance, long-term health and financial security, and continuous professional development. Come Thrive with us!

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Retail Groceries

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