Retail Sales Operations Manager

About the Role: We are seeking a results-driven Retail Sales Operations Manager to build, coach, and oversee a team of in-store lead generators across multiple home improvement retail locations and states. This is a critical leadership role that ensures consistent customer engagement, strong lead volume, and alignment with our retail and sales strategy. The manager will be based out of Harrisburg and report directly to the Head of Sales. 

Why You’ll Want to Work Here:  

• Core values that we live every day – not just words on a page: We Win Together, Today Not Tomorrow, Performance Not Politics 

• Performance pay directly tied to results – Get what you deserve 

• Benefits you will use – Full medical, dental, and vision packages including fully employer paid options 

• Secure your financial future – 401(k) with company match 

•  We invest in your future – ongoing training that directly results into bigger career opportunities combined with continuous education stipends 

• Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of institutional investors 

Retail Sales Operations Manager Key Responsibilities:  

• Recruit, onboard, and train retail lead generators 

• Provide ongoing sales coaching, shadowing, and performance feedback 

• Manage scheduling and coverage across all retail locations 

• Ensure consistent brand representation, customer approach, and professionalism 

• Track KPIs: leads generated, set appointments, show rates, conversions 

• Provide weekly updates and strategic recommendations to the Head of Sales 

• Visit stores regularly across the market to support staff and ensure performance 

• Serve as the primary point of contact between HL Bowman and retail store managers 

• Coordinate in-store events, seasonal campaigns, or product promotions with store teams 

• Create and refine training materials, playbooks, and SOPs for in-store lead generators 

• Conduct regular skills refreshers, role-playing exercises, and performance calibration sessions 

• Ensure all lead generators follow company guidelines, compliance requirements, and store protocols 

• Monitor professional appearance, script adherence, and ethical lead generation practices 

• Conduct regular 1:1s with team members to review metrics, address issues, and set individual goals 

Retail Sales Operations Manager Qualifications:  

• 4 years of experience in retail sales, lead generation, or customer engagement 

• Prior experience managing, coaching, or developing sales teams in a multi-site environment 

• Proven track record of meeting or exceeding lead generation or sales appointment goals – proactive bias for action 

• Strong understanding of retail KPIs and ability to analyze data to drive performance improvements (specifically leads generators, appointments set, average lead conversion, NPS, and contacts/conversation made) 

• Comfortable working in a fast-paced, customer-facing retail environment (e.g., Home Depot or big-box retail) 

• Excellent communication, interpersonal, and conflict resolution skills 

• Self-starter with strong time management and organizational abilities 

• Ability to motivate and engage hourly retail staff in high-traffic, results-oriented settings 

• Experience coordinating (and troubleshooting) between comfort advisors (corporate sales teams) and field lead generators or canvassers  

• Willingness to travel between stores in the Harrisburg region; valid driver’s license required and ability to pass retail partner background check  

• Proficient in Microsoft Excel or CRM tools (e.g., Salesforce, WinGen, or SalesRabbit) for basic reporting 

• Flexible schedule to support retail store hours, including weekends and occasional evenings 

• High school diploma or equivalent required; associate or bachelor’s degree in business, marketing, or related field preferred 

• Knowledge of HVAC, plumbing, or home services industry is a plus 

• Bilingual (English/Spanish) a plus but not required 

Retail Sales Operations Manager Interpersonal Qualifications:  

• Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships. 

• Exceptional problem-solving and conflict resolution abilities to improve things both big and small. 

• Highly organized, ability to act quickly while still having attention to detail. 

• Hold yourself to a higher standard and exhibit a high level of integrity. 

About The Company:

Since 1946, HL Bowman has remained a family-owned business. Our current Enders team of father-and-son owners, Dennis and Bryan Enders are the second and third generations at our helm. Back in 1946, Herb Bowman started the business with Dennis’s parents. After Herb stepped down due to illness, Dennis’s parents continued the business with the American business dream in their sights—growing it organically with just the two of them. At HL Bowman, we treat both our residential and commercial customers with respect. You are family to us. From our very beginning, we base how we treat you on how we want to be treated. This resonates throughout every aspect of our HL Bowman team—from our phone interactions to our home appointments to our billing. 

HL Bowman and Legacy Service Partners are an equal opportunity employer. We consider all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state or federal law.