Role Specific Information

Job Description

About the Role

This role is based at our Corporate Office in Menomonee Falls, WI. You’ll work onsite from Monday to Thursday, with the option to work remotely on Fridays.

As Manager, Store Operations Customer Experience, you will lead your store project initiatives to positively impact store productivity, profitability and associate and customer experience.

What You’ll Do

• Project manage a variety of in-store projects from inception to implementation

• Oversee communication within the project scope to all vested business partners

• Update leadership on project milestones and create action plans to avoid project delays

• Advocate for stores by being their voice for new initiatives and appropriately representing their needs

• Make recommendations to the Steering Team on projects that will benefit the stores, associates and customers

• Formulate and assist with technology enhancement strategies to provide best-in-class retail experiences

• Ensure stores meet or exceed current customer service initiatives

• Focus on delivering a Hospitality Mentality to associates by developing appropriate directives and training

• Assist with the development of key customer service strategies devoted to enhancing the Customer's in-store shopping experience

• Analyze emerging customer service trends by reviewing the customer service scorecard and partnering with corporate and store divisions to develop action plans to address

• Own the Customer Service scorecard vendor relationship, reporting, analysis and insights

• Collaborate with the Customer Pillar Committee to ensure the development and prioritization of customer service plans to support strategic growth, advance Kohl's position versus competitors and improve store productivity

• Support various initiatives through cross-functional partnerships to ensure a seamless and successful in-store Holiday experience

• Manage direct reports, systems and projects to achieve unit goals per Kohl’s policies and practices

• Prepare and analyze business plans and reports

• Provide leadership by exhibiting influence and expertise, driving results

• Create an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance and maintaining open communications

• Develop staff through coaching, providing performance feedback, providing effective performance assessments and establishing performance and development plans

• Additional tasks may be assigned

What Skills You Have

Required

• Bachelor’s degree

• 5+ years prior leadership experience

• Ability to interact effectively across all levels of the organization

• Strong innovative thought process, ability to think outside the box

• Superior communication and analytical skills

Preferred

• Retail experience

Essential Functions

The requirements listed below are representative of functions you will be required to perform, however you may be required to perform additional functions. Kohl’s may revise this job description at any time. To perform this job successfully, you must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, absent undue hardship.

• Ability to perform the accountabilities listed in the “What You’ll Do” Section

• Ability to comply with dress code requirements

• Basic math and reading skills, legible handwriting, and basic computer operation

• Ability to maintain prompt and regular attendance and meet scheduling requirements as set by the company

• Ability to learn and comply with all company policies, procedures, standards and guidelines

• Ability to give direction and to receive, understand and proactively respond to direction from leadership and other company personnel

• Ability to work as part of a team and interact effectively and appropriately with others

• Ability to maintain composure and work in a fast paced environment while accomplishing multiple tasks within established timeframes

• Ability to satisfactorily complete company training programs

• Ability to use a personal computer for tasks such as communicating, preparing reports, etc.

• Ability to plan, prioritize and monitor activities across business units

• Ability to complete or oversee the completion of assigned projects in a timely manner