Manages the daily operations of the Exchange Retail Solutions Center (RSC), ensuring effective support for operational readiness and change management initiatives across local Exchanges and facilities. Serves as a liaison between headquarters and field operations to address and resolve operational issues. Provides leadership, guidance, and oversight to assigned associates to ensure operational effectiveness.

Additional Qualifications/Requirements

Work - Onsite (Exchange HQ-Texas)

• Remote/Telework not authorized per Presidential Memorandum "Return to In Person Work"

PCS authorized for eligible associates. Relocation entitlements/allowances may vary.

Some TDY Required

Job Qualifications

Six years of experience in retail operations/management, retail store execution and/or inventory management, with at least two years experience in Retail operations within the last five years. Demonstrated knowledge of retail systems, to include but not limited to Point of Sale (POS), Inventory and Pricing Management, or Merchandise accountability, is required.
One year of experience at the pay band 4-2/4-3 level or equivalent industry experience is required.

OR

Bachelor's degree in Business Administration, Retail/Operations Management and four years of experience in retail operations/management, retail store execution and/or inventory management, with at least two years experience in Retail operations within the last five years. Demonstrated knowledge of retail systems, to include but not limited to Point of Sale (POS), Inventory and Pricing Management, or Merchandise accountability, is required.
One year of experience at the pay band 4-2/4-3 level or equivalent industry experience is required.

Major Duties

Manages day-to-day activities of the Exchange Retail Solution Center (RSC). Ensures timely resolution of store support tickets, inquiries, and operational issues.
Analyze ticket trends, identify recurring operational challenges, and collaborate with cross-functional partners to implement sustainable solutions. Recommend process improvements that enhance efficiency, reduce support volume, and improve store execution.
Establishes and implements performance/services standards. Monitor and report on Key Performance Indicators (KPIs) including First Contact Resolution (FCR), Service Level Agreements (SLA) compliance, ticket aging, resolution times, and customer satisfaction. Coordinates support for new retail programs, system implementations, policy changes, and enterprise initiatives.
Oversees the development and maintenance of field support job aids, knowledge articles, training materials, and support resources to ensure consistent and accurate guidance across the enterprise.

Provides guidance and training to field operators.
Performs other duties as assigned.