About the Team: The Grocery Outlet Store Support team is here to enable our Independent Operators and Aspiring Operators in Training (AOTs) to be successful Operators. We do this by providing world-class Project Management, Training, Communication, Issue Resolution and Operational Support Services so our Independent Operators can focus on what matters: their families, business, customers, and communities. We build strong relationships with our Operators by being transparent and collaborative in all that we do and by looking for ways to improve the operator experience continuously.
About the Role: As the Vice President, Operator Support you will lead the team that provides support to the Independent Operators (IOs) and Aspiring Operators in Training (AOTs) by leading the following functions: Operational Strategy, Operator Initiatives, Field Communications, and Learning & Development Content Creation for IOs and AOTs. This role expands the scope of Operator Support from responsive service delivery to a proactive, programmatic function that strengthens store execution across the system. The VP will identify operational enhancements, build scalable standard operating procedures for stores, improve support processes, and partner closely with the AOT Training team to develop best-in-class training programs for Independent Operators in Training and Aspiring Operators in Training (AOTs). The ideal candidate is an enterprise leader who can translate operational needs into durable programs, lead teams through growth and change, and build strong relationships with Operators, field leaders, and cross-functional partners. The Vice President, Operator Support will have 3 direct reports and will report to the EVP, Chief Stores Operations Officer.
Responsibilities Include: - Strategic Leadership: Set the long-term vision, priorities, and roadmap for Operator Support, ensuring the function advances company goals, improves the Operator experience, and supports profitable store growth.
- Operational Enhancements & Programmatic Improvements: Lead the identification, prioritization, and execution of operational improvement programs that simplify store execution, reduce friction for Operators, and improve consistency across the system.
- Store Standard Operating Procedures: Develop and continuously refine best-in-class standard operating procedures for stores, partnering with field leaders, Operators, merchandising, operations, and training partners to ensure procedures are practical, scalable, and easy to adopt.
- AOT Training Partnership: Partner with the AOT Training team to design and improve training programs, tools, and content for Independent Operators in Training and Aspiring Operators in Training, ensuring programs prepare future Operators for operational excellence and business ownership.
- Operator Initiatives: Oversee the design and execution of initiatives that empower Independent Operators to maximize store potential, strengthen profitability, and deliver a consistent customer experience.
- Field Communications: Own the strategy and governance for clear, timely, and actionable communication between corporate teams, field leaders, Independent Operators, and AOTs.
- Operator Contact Center: Continue to mature the Operator Contact Center into a responsive, insight-driven support capability that resolves inquiries, identifies recurring issues, and informs process improvements.
- Team Leadership: Build, lead, and develop a high-performing team of functional leaders, creating a collaborative, accountable, and results-oriented culture.
- Performance Management & Continuous Improvement: Establish measures of success, service levels, reporting rhythms, and feedback loops to monitor program effectiveness and drive ongoing improvement.
- Cross-functional Collaboration: Partner closely with Operations, Training, Marketing, Merchandising, Finance, Legal, Technology, and other teams to align support programs with enterprise priorities and store needs.
- Relationship Management: Cultivate trusted relationships with Independent Operators, AOTs, field leaders, and senior stakeholders; listen deeply to business needs and translate insights into practical support solutions.
- Compliance & Quality Assurance: Ensure support programs, communications, SOPs, and training content align with company standards, policies, and applicable regulatory requirements.
- Change Leadership: Lead adoption of new programs, processes, and tools with clear communication, thoughtful sequencing, and strong field engagement.
About The Pay: - Base Salary Range: $200,000 - $240,000 Annually
- Annual Bonus Program
- Equity
- 401(k) Profit Sharing
- Medical, Dental, Vision & More!
- Final compensation will be determined based upon experience and skills and may vary based on location.
About You: - Bachelor's degree strongly preferred.
- 10+ years of experience in store operations, strategy, or other support functions within a retail, grocery and/or franchise setting.
- Ability to thrive in a fast-paced, start-up-like environment.
- Passion for working with our Independent Operators to help them improve and grow their businesses.
- A champion at developing strategic development programs.
- Strong project management, planning, and analytical skills.
- Innovative in terms of rethinking processes and approaches to improve results.
- Knowledge of adult learning and training concepts, theories, and best practices.
- Hands-on experience in soft skills training in addition to some background with technical training.
- Excellent interpersonal skills with highly developed public speaking abilities.
- Ability to influence and mentor at all levels of the organization.
- Ability to travel as needed.
- Proven and effective approach for assessing talent.
- Passion for collaboration and driving for results.
- Extraordinary listening and organizational skills.
- Detail-oriented; able to effectively manage time.
- Experience in performance assessment and coaching.
- Excellent communication skills both vertically and cross-functionally to break down barriers for the team.
- Experience managing remote teams.
- Experience managing a team budget.
- Experience with Salesforce is strongly preferred.
