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Director Retail Experience & Operations more...
Location:Agoura Hills (Calabasas Hills), CA
Company:Harbor Freight
First posted:April 17, 2021

Job Description:
The Retail Operations team at Harbor Freight Tools is responsible for delivering a best-in-class experience for our 20,000+ associates and customers across 1150+ stores.
The Director of Retail Experience & Operations leads the functional strategies and execution for the Store Experience, Store Implementation, and Customer Experience teams for retail stores. In partnership with leaders across multiple corporate business functions and the field, this role will shape and optimize our store operations, equipping associates with the tools, resources, and education needed to deliver excellence in operational execution and customer engagement.

Essential Duties and Responsibilities

  • Develop a deep understanding of our business model, customers, and operations to enable effective management of our store operations and customer experience.
  • Coach and develop a team of strong leaders and high performers. Create, model, and support a culture of excellence in execution, continuous improvement, and collaboration.
  • Lead the Store Experience team in optimizing cross-functional workflows that equip our associates to execute daily operations effectively and efficiently.
  • Oversee planning and execution of concurrent multi-store rollouts of new or updated processes, technology, and store infrastructure.
  • Oversee store and field leadership events, including National Retail Meeting, and Store Manager/Field Leadership meetings.
  • Lead the creation of a new Customer Experience team focused on development and optimization of a holistic customer engagement strategy in stores.
  • Oversee pilot strategy, approach, execution, and analysis of customer engagement models leading to deployment of desired solution.
  • Partner with Labor Planning & Scheduling to ensure that required workload is adequately accounted for and allocated.
  • Ensure project success through championing robust project management practices.
  • Build influential relationships with leadership across other departments, including Operations, IT, Transportation, Store Environment, Merchandising, Marketing, and Inventory Control.
  • Regularly present strategic topics and tactical updates to senior leadership.


  • Supervises Staff - Yes
  • Organizational Scope - Corporate
  • Decision Making -  Yes
  • Travel - Up to 25%

Job Qualifications - Education and Experience Required 

  • Vision and Purpose- Communicates a compelling and inspired vision or sense of core purpose with the ability to make the vision sharable by everyone.
  • Strategic Agility - Strong strategic thinking skills with the ability to develop creative approaches to communications and problem solving, anticipating future impact and issues.
  • Customer Focus - Is dedicated to meeting the needs of internal and external customers.  Gets first-hand internal customer information and feedback, establishes a strong understanding of the store experience and uses data to improve processes and deliverables.
  • Drive for Results - ability to develop and lead strategic and operational plans through a team.
  • Deal with Ambiguity - The flexibility to deal with shifts in priority and ambiguity.  Able to think outside the box and provide a continuous flow of new ideas and process improvements.
  • Organizational Agility - Knowledgeable about how the organization works and how to drive results for Stores cross-functionally.

Education & Experience

  • Bachelor's Degree with business, marketing, or operations management; MBA preferred
  • 7+ years of operations experience required; retail industry preferred
  • Experience developing and implementing customer service models
  • Strong project management and planning skills
  • Strong knowledge of Microsoft Office Suite

Physical Requirements
General office environment requiring ability to:

  • stand, walk, sit for extended periods of time
  • speak and listen to others in person and over the phone
  • use keyboard and read from computer screen and reports
  • lift up to 15 lbs.

About Harbor Freight Tools:
In 1977, Harbor Freight Tools was started as a small family-owned business. We made a commitment to provide working people with great quality tools at the lowest prices. And for over 43 years, Harbor Freight Tools has done just that. From hand tools and generators, to air and power tools, from shop equipment to automotive tools, Harbor Freight offers more than 5,000 tools and accessories at quality levels that match or exceed competing brands, but at prices that are up to 80% less. All while developing and launching over 1,000 new tools each year.

We're not your typical retailer. We're a team of high-achievers, who have a passion for excellence and continuous improvement and obsess about getting things done. We're also equally committed to doing the right thing and giving back to our community. And for us, collaboration is the golden rule. We're a 43 year-old, $5 billion company with over 1,100 stores, opening 2-3 new stores a week with over 40 million loyal customers and growing. If you are looking for a not so ordinary and highly rewarding career opportunity, we would love to talk with you.

Delivering Value to the Hardworking Since 1977.

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