Job Description

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Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself or teams, there are roles ready to cultivate your skills and take you to the next level.

Job Description:

Job Description

The UPS Store (TUPSS) Operations Manager is responsible for achieving the region's goals and successful rollout of new initiatives or pilots. He/She is responsible for a team of Franchise Consultants (FC’s) that are the face of the organization to the franchisees. This position is responsible for center operations, marketing, technology, sales, training, and many other roles. The TUPSS Operations Manager must make sure the FC’s are capable of performing these functions and providing coaching and training to develop their people. The TUPSS Operations Manager conducts weekly conference calls to give Franchise Consultants (FC’s) direction and review results of goals and initiatives. He/She oversees the creation and implementation of Quarterly Network Meetings to educate and inform franchisees of new initiatives. This position organizes and conducts training for new FC’s to perform at the expected level of competency and to position for success. The TUPSS Operations Manager oversees weekly activity of FC’s to ensure implementation assignments are effective. He/She performs additional responsibilities (e.g., QPR Expense Reports, Career Development, etc.) to track results and effectiveness of FC’s.

Additional Information About This Role:

This is not a door-to-door sales role, it is an operations role where most of the Franchise Operations Manager’s credibility comes from being involved in the operation in driving Compliance to standards/corporative initiatives, working alongside a team of Franchise Consultants and providing support.

Typically, the Franchise Operations Manager will be managing/supporting 8-9 Franchise Consultants

The UPS Store Franchise Consultant is a field position where the FC is typically located inside of the geography of stores they support. Typically, they supervise 30-40 The UPS Stores

The Franchise Consultant spends each day in the stores with The UPS Store owner helping them solve their most complex problems and guide them toward operating more effectively. This comes from monitoring and validating that they are following The UPS Store (TUPSS) standard operating procedures.

Majority of your time will be spent inside of each of Franchise Consultant’s geography completing:

Coaching / Counseling

Completing “ride along” visits to monitor their performance.

Training and Development

Knowledge and execution support

Conducting Training seminars

Strong Analytical Skills, Process Improvement, HR/Team Leadership, Financial Literacy & Budget Management, Problem Solving, Compliance Management, Simplified and Effective Communication Style, Incident Response and Customer Satisfaction, Agility/Flexibility/ Adaptability

Exceeds key metrics through disciplined and purposeful plans.

Cultivates a culture and mindset of excellence with their franchisees and peers.

Deeply understands the needs of their franchisees and customers. Leverages that knowledge to deliver an exceptional experience and sustainable business growth across the market.

Identifies market-specific opportunities for growth.  Mobilizes resources and collaborates with business partners to creatively solve problems/drive market priorities.

Regularly offers context to dispel misinformation and ensures franchisees are focused on achieving our vision and key priorities.

Builds inclusive environments though intentional actions.

Influences and has impact on performance outside of their assigned dispatch.

Leads/executes with a growth mindset, learns from and challenges others to think differently.

Innovative thinker that creates solutions that impact results across multiple markets and/or across the enterprise.

Recognizes the importance of and prioritizes timely correspondence and follow-up with internal and external customers.

Responsibilities and Duties

Observes franchisees, center employees and customers to provide learned practices for better business development needs

Monitors low plan deficiency elements (e.g., same store sales growth, new store sales, compliance, etc.) to create a plan to increase future success

Creates action plans for the FC’s to implement and motivate growth for the region

Monitors center compliance and ensure the FC’s take proper steps to protect the brand and assure consistency throughout the network

Analyzes financial performance and determines deficiencies to coach and train FC’s to become knowledgeable to create plans and adjustments.

Knowledge and Skills

Business, Financial, and Industry Knowledge: Considers industry and financial trends when making account decisions; understands critical aspects of business models and operating structures to provide input into decisions

Franchise Knowledge: Demonstrates a broad understanding of franchise/e agreements and policies; able to understand and use tools provided by corporate office; coaches and communicates with franchisees through training and support functions

Project Management: Develops project management plans and leads the implementation for basic projects of short duration requiring limited coordination and resources; supports initiatives with well-defined project needs and cross-functional roles/responsibilities throughout the project life cycle; employs project management tools and technology (e.g., Microsoft Project, Program Management Group website, etc.)

Solicits and Gathers Information: Uses in-depth techniques to uncover new information or details that are not readily available; selects techniques and strategies that are appropriate for the audience; chooses techniques that result in more accurate and thorough information; implements strategies that minimize biases and preconceived ideas

Solves Customer Problems: Identifies business areas and stakeholders impacted by customer issues; engages appropriate resources to resolve customer issues; identifies root causes to ensure problems do not recur; stays motivated despite difficult circumstances or setbacks

Technology Knowledge: Demonstrates a general understanding of technology used by the company; communicates basic technological concepts and terminology; applies standard technology in daily work

Work Methods, Processes, Flows Analysis: Describes the general impact of requirements, problems, or inefficiencies on other parts of the operation or processes; conducts basic analyses and identifies issues impacting the accuracy of data analysis

Master’s Degree (or internationally comparable degree) - Preferred

Certified Franchise Executive (CFE) – Preferred

BASIC QUALIFICATIONS:

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

Employer will not sponsor a visa for this or future positions

Must have a Bachelor’s Degree (or internationally comparable degree) or be a current UPS employee with three years of UPS experience

Employee Type:

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications:

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.

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