Director Operations Support

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Category/Area of Expertise: Store Operations Support

Job Requisition: 474343

Address: USA-MA-Quincy-1385 Hancock Street

Store Code: Store Support - Brands (5148989)

Here at Stop & Shop, we've been serving our customers and neighborhoods for more than a century. A lot has changed in that time, but one thing hasn't:
Stop & Shop is a place where everyone can thrive and feel like they're part of family. Our more than 50,000 associates enjoy competitive salaries, comprehensive benefits and discounts to support professional and personal journeys and flexibility that fits their lives.

We invite you to pull up a seat and discover the ways you can make an impact. There's always room at our table!

The purpose of this role is to create and lead the strategy, execution, and support for Omnichannel Operations Stop & Shop store operations. This role oversees omnichannel operating expenses, vendor services, contracts, and operational excellence while aligning with brand strategy and culture to deliver customer value. It creates and leads the execution of the customer centric strategy to drive customer value proposition (CVP).

This position is the primary owner responsible for leading the Operations Support functions including business continuity, crisis response and coordination, and holiday and model store planning and execution. This role also analyzes and balances store implementation capacity with new initiative tracking across all channels for store and support functions, working cross functionally across the brand and ADUSA functions.

• Lead omnichannel operational support, ensuring alignment with brand strategy and customer‑centric goals.
• Oversee operating expenses (OPEX) of $1B and $6M in capital investments.
• Own strategy and execution of all retail support functions including holiday planning, store capacity, and initiative tracking.
• Lead all aspects of business continuity, emergency response, and crisis management coordination and response including maintaining store emergency procedures, contacts, and coordinating cross‑functional responsibilities and updates to BIA's and BCP's.
• Lead e‑commerce fulfillment, customer experience, and last‑mile logistics.
• Lead adoption and execution of best practices and continuous improvement in digital fulfillment and support operations.

• Serve as brand lead working with ADUSA Business Continuity teams and supporting and communicating processes and updates.
• Serve as liaison between ADUSA and the Brand, specifically in the Store Support Service area, Digital and Retail and Indirect Center of Expertise (COE) teams.
• Lead omnichannel operational strategy and service strategy for Brand planning through Enterprise Business Review (E ) and Internal Business Review (I ) cycles.
• Collaborate with digital teams (ADUSA) to align new business solutions and optimize e‑commerce execution.
• Collaborate with customer experience team to drive key initiatives and metrics related to e‑commerce at store level.

• Vet and prioritize business changes against store‑level capacity constraints by maintaining brand calendar of events and pilots.
• Lead demand modeling and capacity planning to ensure successful initiative execution without disrupting store operations.
• Lead the planning for major store initiatives, launches, and annual campaigns.
• Lead and support implementation for new initiatives, formats, offerings and coordinate across Operations and Brand teams to support training, execution, standards and process documentation and overall store execution.
• Partner with respective support area owners to ensure store impact is fully identified and planned (i.e. who will be impacted, how much time, store labor impact, etc.).
• Partner with Brand leadership and respective support area owners to establish alignment on implementation, resources, budget, approach, and timing.

• Ensure operational policies and procedures are standardized, updated, and compliant across all channels.
• Lead integration of operations support functions and…