Job Description

Benefits:

• 401(k) matching
• Bonus based on performance
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off
• Vision insurance
• Wellness resources

As a Product Operations Manager, this role's mission is to drive the success of technology changes and improvements throughout our network of retail stores and support the product management team in introducing these changes. Working directly with product management teams driving our mobile app and point-of-sale software, the Product Operations Manager will collaborate with internal stakeholders to plan operational change initiatives, develop training and communication resources and documentation to support a variety of users, coordinate and execute roll out projects for individual features or new software products, and aid in ongoing configuration and experimentation with the administration of these technology tools. 

Scope:

Reporting to product management leadership overseeing technology serving Sport Clips team members and Clients, the Product Operations Manager will build an understanding of the unique needs of the Sport Clips franchise organization to ensure software implementations and changes are supported with the necessary training, documentation, and ongoing administration. This role will support product teams driving development in the point-of-sale system in use by in-store team members, the client-facing applications that serve our customers, and will help in similar operational change needs for the implementation of a business-critical scheduling tool to serve our Stylists. They will serve as an administrative owner for this scheduling tool with aid from other operational leaders.

This role will be the ongoing owner for the operational requirements to support changes to the software systems described above. They will liaison between product development teams, nationwide training resources, creative teams, and operators in the franchise network at large to ensure the smooth and effective introduction of changes to these business-critical technology tools.

This person will also aid in managing and implementing product-support systems for improving change communication with users, user feedback systems, and ongoing tools and processes supporting product management functions at Sport Clips. 

Stakeholder Collaboration

• Work with product management and development teams to proactively ideate and execute on operational change needs
• Work with internal operations and training leadership to develop and execute operational changes as required from technology changes
• Work with internal and third-party resources to define and coordinate virtual and in-person training as required from technology changes
• Work with product management team to aid in ongoing client research, user feedback management, and facilitating experiments.
• Test and iterate on implementation methodologies and workflows for continual process improvements.
• Inform and help prioritize ongoing development decisions as a subject matter expert in operational change requirements.

Technology Management

• Own administration of scheduling software system for key operational needs.
• Execute, document and analyze system changes to optimize business outcomes.
• Participate in regular administrative reviews with external SaaS teams and internal stakeholders to make system improvements to optimize business outcomes.
• Share administrative ownership over product management support systems like feedback management systems, change communication tools, and collaborative software.

Performance Monitoring & Improvement

• With support from data analysis teams, define and monitor key performance indicators (KPIs) to assess the training and operational success and identify areas for improvement.
• Gather and incorporate feedback from end users to continuously iterate and improve the release process.
• Organize internal showcases of support initiatives at relevant points.

Key Criteria:

Balanced Skill Set

• Experience in software implementation, product management, scheduling management or operational leadership are desirable backgrounds
• Ability to define success in ambiguity and proactively assess and engage initiatives.
• Empathetic, customer-driven approach to problem solving and support.
• Ability to balance stakeholder interests with organizational goals.
• Proactively anticipate and act in pursuit of organizational needs.
• Iterative approach to process improvement for self and organization.
• Ability to build and maintain a network of external relationships with vendors, customers, and others.

Personal Attributes

• Self-starter with project management skills and the ability to manage multiple tasks effectively.
• Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive collaboration and alignment.
• High degree of organization, individual initiative, and personal accountability.
• Respect for the expertise and experience of others but willing to ask “why?”
• “Operator's” mentality with a knack for understanding how changes will impact business operations and real-world workflows.

Physical Requirements

• Must be able to lift up to 15 pounds at times.
• Prolonged periods of sitting at a desk and working on a computer.

Role Specifics

• This is a hybrid role, with periodic travel to the Support Center (Georgetown, TX location), national or regional events (varied locations), and occasional in-person training support or observation.
• Some preference for people in the Austin/Georgetown area for in-person collaboration, but remote US candidates welcome.

Compensation: $120,000.00 - $135,000.00 per year

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Sport Clips is one of the most respected and fastest-growing hair care franchises in the United States.  Recognized by Entrepreneur as one of the Top 10 ”Fastest-Growing Franchises” and FORBES as a “Top Ten Best Franchise” to buy for its investment category, Sport Clips continues to experience success through our belief that our Team Members are our greatest asset. Founded by Gordon Logan in 1993, Sport Clips now operates a franchise system of nearly 1,900 stores in the United States and Canada – and counting!

At Sport Clips, it is our mission to create a championship haircut experience for men and boys in an exciting sports environment! When you become a member of the Sport Clips Team, you will be joining people who live by three simple values, which were inspired by the same core values famed football coach, Lou Holtz, used to build championship football teams: "Do Your Best. Do What's Right. Treat Others the Way They Want to Be Treated.” Whether it’s through the many important causes Sport Clips stores support, or our program established to help team members in need, there are many ways you’ll see values in action at Sport Clips! Join us to see why, at Sport Clips… It’s Good to be a Team Member!

If you’re looking to build your career, Sport Clips is the place for you. Discover more about our company and see what our Team Members are saying on Facebook.

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