Director of Operations

The Merc Co op

OPERATIONS DIRECTOR 

OPERATIONS DIRECTOR

Reports To: General Manager

ESSENTIAL FUNCTIONS

Leadership & Operational Performance

• Build and develop a high-performing operational leadership team through clear expectations, delegation, coaching, mentoring, recognition, and accountability.
 • Hire, train, evaluate, and develop direct reports while ensuring consistent training, performance management, and adherence to co-op policies and procedures.
 • Ensure adequate coverage at all locations, departments, and sub-departments.
 • Partner with the Finance Director to develop and manage budgets for sales, margin, labor, supplies, repairs, and maintenance; monitor financial and operational performance, identify variances and opportunities, and implement action plans to improve results.
 • Collaborate with the HR Director to ensure effective staffing, training, performance management, and employee relations practices that support operational excellence and a positive workplace culture.
 • Collaborate with the Marketing Director on external messaging, promotions, and initiatives that drive customer count while ensuring operational execution supports average basket size through product availability, merchandising, and an exceptional shopping experience.
 • Monitor and analyze operational KPIs, including labor, inventory, shrink, sales, margin, and customer experience, to identify trends, address root causes, and drive continuous improvement.
 • Lead initiatives to reduce shrink, improve inventory accuracy, and control operating costs through effective processes, controls, and staff accountability.
 • Identify opportunities to improve operational efficiency and productivity; implement and sustain programs, systems, and processes that reduce costs, simplify work, and improve store performance.
 • Collaborate with Co op Support on promotions, category management, and pricing; take responsibility for execution of agreed-upon plans.
 • Support a diverse and inclusive workplace culture by collaborating with HR to ensure managers are adequately trained and uphold the co-op's expectations. Hold managers and employees accountable in a way that addresses harm and supports continuous growth.
 • Maintain awareness and engagement with National Co op Grocers (NCG) programs, staff, and peers.
 • Actively participate in required and relevant training, initiatives, and meetings.
 • Travel for required training, meetings, and conferences as directed by the General Manager.
 • Serve as a point person during disruptive situations and emergencies, including on-call situations, and work with direct reports and key staff to address issues as they arise.
 • Maintain the security of customers, staff, facility, and inventory.

Store Operations & Customer Experience

• Oversee store facilities, equipment maintenance, pest control, repairs, and replacement, ensuring safe, functional, and efficient operations.
 • Ensure consistent standards for cleanliness, organization, merchandising, and store condition.
 • Respond to customer feedback in person and through established digital systems.
 • Maintain a high level of product knowledge throughout the store.
 • Maintain compliance with health and safety regulations; coordinate with government inspectors and follow up accordingly.
 • Act as a first response to mechanical failure of store equipment.
 • Ensure effective execution of operational programs, policies, and procedures across departments and locations.

ESSENTIAL SKILLS AND EXPERIENCE

• Excellent verbal and written communication skills and the ability to communicate effectively with individuals and groups.
 • Proven ability to lead, develop, and hold accountable a team of managers and employees.
 • Intermediate skill interpreting and analyzing financial and operational data and budgets.
 • Proven ability to follow through on commitments, prioritize and reprioritize multiple initiatives and tasks as necessary.
 • Ability to craft, edit, and implement Standard Operating Procedures related to retail operations and exceptional customer service in an accessible way.
 • Ability to provide and follow verbal and written instructions precisely and in a timely fashion.
 • Ability to effectively lead group processes for planning, implementing, and evaluating team plans and strategies.
 • Ability to serve as the co-op's point of contact while supporting a positive public image.
 • Flexibility of schedule to adapt and respond to the needs of the team.
 • At least three years of supervisory experience in a retail environment.

PREFERRED SKILLS AND EXPERIENCE

• Industrial or commercial receiving and inventory control.
 • Previous experience with crowd control and safety in emergency situations.
 • Previous background and/or familiarity with natural foods.

DIRECT REPORTS

• Grocery Manager
 • Produce Manager
 • Deli Manager
 • Bakery Manager
 • Meat & Seafood Manager
 • Retail Systems Manager
 • Facilities & Maintenance Specialist
 • Promotions Specialist
 • Fresh Support Specialist

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Must be able to stand for long periods of time.
 • Must be able to endure cold and hot conditions.
 • Must be able to lift 50 pounds on a regular basis to waist-high level.
 • Demonstrated commitment to the Supervisor Code of Conduct.

Job Description Disclaimer

This job description is intended to describe the general nature and level of work performed in this role. It is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. Responsibilities may change based on business needs and at the discretion of The Merc Co op.

Employment Statement

The Merc Co op is an Equal Opportunity Employer and is committed to fostering a workplace that values diversity, inclusion, and respect. Employment is at-will and may be terminated by either the employee or The Merc Co op at any time, with or without notice, and with or without cause, subject to applicable law.