Chief Operations Officer FT – 6840

Coast Guard Exchange•Chesapeake, VA

1d•Onsite

About The Position

Serves as the senior executive responsible for the operational performance, strategic execution, growth initiatives, and financial results of the Coast Guard Exchange System (CGX). Oversees 63 CGX stores, 12 gas stations, 25 micromarts, and all associated retail, service, concessionaire, and ecommerce operations with annual sales exceeding $250M. Provides executive leadership for retail operations, merchandising, services, supply chain, facilities, store planning, advertising, digital commerce, social media, and customer experience functions to achieve organizational objectives and support the Coast Guard mission. Reports directly to the Executive Director/Executive Officer and serves as a key member of the Coast Guard Community Services Command (CSC) Executive Leadership Team. Provides strategic leadership, operational oversight, and enterprise-wide decision support. Independently plans business objectives, strategies, and organizational responsibilities to achieve CGX and CSC mission objectives. Advises the Commanding Officer of CSC on significant operational plans, programs, opportunities, risks, and emerging issues. Leads development and execution of the CGX strategic plan and long-range business roadmap. Directs the organization’s omnichannel retail strategy, integrating physical stores, ecommerce, fulfillment, customer engagement, digital marketing, and social media to enhance customer experience and drive profitable growth. Ensures alignment of all operational and strategic initiatives with CSC objectives and future organizational requirements. Directs and coordinates system-wide operations of merchandising, store operations, facilities, distribution, and service business groups. Oversees direct-run and contracted service businesses including barber shops, vending, concessions, and other revenue-generating operations. Establishes required levels of patron service; sets sales, expense, profit, and customer experience goals; and ensures compliance with CGX and higher authority policies. Reviews operational performance, identifies deficiencies, and initiates corrective actions as necessary. Develops short and long-term business goals, strategies, and objectives. Establishes operating budgets, financial targets, and performance standards. Utilizes data analytics, business intelligence, and performance metrics to drive decision-making, improve operational effectiveness, and maximize financial performance. Conducts economic analysis of new and ongoing programs to ensure alignment with CGX financial objectives. Plans and establishes systems to monitor and control inventory levels, supply chain performance, and operating expenses. Monitors CGX inventories and initiates actions to optimize inventory productivity and supply chain management. Ensures effective coordination between headquarters functions and field operations to achieve organizational goals. Leads the development and execution of enterprise-wide retail operations strategies that support organizational growth, financial performance, customer satisfaction, and operational excellence. Provides oversight and direction through the Director of Stores, ensuring alignment of policies, processes, performance expectations, talent development, and succession planning with the organization's strategic objectives. Develops and implements store-level customer service policies and programs. Establishes and champions a customer-centric culture that delivers exceptional experiences across all physical and digital touchpoints. Ensures customer service excellence at all organizational levels, both internally and externally. Monitors and benchmarks commercial retail and service industry practices, trends, technologies, and competitive conditions. Evaluates local demographic changes, command realignments, base closures, and other factors impacting CGX operations. Identifies and initiates timely actions to maximize business opportunities, including new direct-run or contracted businesses, revised operating policies, organizational changes, and alternative revenue streams. Initiates and coordinates store construction, renovation, and store planning projects. Develops and implements retail and service management information systems in coordination with appropriate CGX divisions. Ensures merchandising, marketing, visual presentation, signing, and fixture programs align with organizational objectives and customer expectations. Ensures programmed fixture and equipment upgrade programs are developed and executed. Develops and maintains extensive professional relationships with senior corporate executives in the commercial retail and service industries, as well as with military resale agencies. Represents CGX in external engagements to enhance the system’s image and strengthen relationships with elected officials, higher authority, patrons, associates, vendors, and the public. Travels to field activities to assess operations, monitor performance, and provide guidance and assistance. Establishes a climate of customer service, satisfaction, and operational excellence throughout the organization. Provides leadership in the development and implementation of policies designed to foster equal employment opportunity across CGX. Performs other related duties as assigned.

Requirements

Bachelor's degree, in a related field, from an accredited university or college or equivalent combination of education and experience or work experience which includes performing most or all the duties described above may be substituted for college degree.
15 years of progressively responsible retail leadership experience including at least five years in a senior executive role with direct accountability for multi-unit operations, merchandising, supply chain, financial performance, and organizational leadership.
Demonstrated expertise in retail operations, merchandising, inventory and supply chain management, financial performance management, omnichannel retailing, and customer experience strategies with strong understanding of supporting business functions including technology, finance, human resources, and marketing.

Nice To Haves

Master’s Degree in Business Administration, Retail Management, Supply Chain Management, Finance, or related discipline.

Responsibilities

Serves as the senior executive responsible for the operational performance, strategic execution, growth initiatives, and financial results of the Coast Guard Exchange System (CGX).
Oversees 63 CGX stores, 12 gas stations, 25 micromarts, and all associated retail, service, concessionaire, and ecommerce operations with annual sales exceeding $250M.
Provides executive leadership for retail operations, merchandising, services, supply chain, facilities, store planning, advertising, digital commerce, social media, and customer experience functions to achieve organizational objectives and support the Coast Guard mission.
Reports directly to the Executive Director/Executive Officer and serves as a key member of the Coast Guard Community Services Command (CSC) Executive Leadership Team.
Provides strategic leadership, operational oversight, and enterprise-wide decision support.
Independently plans business objectives, strategies, and organizational responsibilities to achieve CGX and CSC mission objectives.
Advises the Commanding Officer of CSC on significant operational plans, programs, opportunities, risks, and emerging issues.
Leads development and execution of the CGX strategic plan and long-range business roadmap.
Directs the organization’s omnichannel retail strategy, integrating physical stores, ecommerce, fulfillment, customer engagement, digital marketing, and social media to enhance customer experience and drive profitable growth.
Ensures alignment of all operational and strategic initiatives with CSC objectives and future organizational requirements.
Directs and coordinates system-wide operations of merchandising, store operations, facilities, distribution, and service business groups.
Oversees direct-run and contracted service businesses including barber shops, vending, concessions, and other revenue-generating operations.
Establishes required levels of patron service; sets sales, expense, profit, and customer experience goals; and ensures compliance with CGX and higher authority policies.
Reviews operational performance, identifies deficiencies, and initiates corrective actions as necessary.
Develops short and long-term business goals, strategies, and objectives.
Establishes operating budgets, financial targets, and performance standards.
Utilizes data analytics, business intelligence, and performance metrics to drive decision-making, improve operational effectiveness, and maximize financial performance.
Conducts economic analysis of new and ongoing programs to ensure alignment with CGX financial objectives.
Plans and establishes systems to monitor and control inventory levels, supply chain performance, and operating expenses.
Monitors CGX inventories and initiates actions to optimize inventory productivity and supply chain management.
Ensures effective coordination between headquarters functions and field operations to achieve organizational goals.
Leads the development and execution of enterprise-wide retail operations strategies that support organizational growth, financial performance, customer satisfaction, and operational excellence.
Provides oversight and direction through the Director of Stores, ensuring alignment of policies, processes, performance expectations, talent development, and succession planning with the organization's strategic objectives.
Develops and implements store-level customer service policies and programs.
Establishes and champions a customer-centric culture that delivers exceptional experiences across all physical and digital touchpoints.
Ensures customer service excellence at all organizational levels, both internally and externally.
Monitors and benchmarks commercial retail and service industry practices, trends, technologies, and competitive conditions.
Evaluates local demographic changes, command realignments, base closures, and other factors impacting CGX operations.
Identifies and initiates timely actions to maximize business opportunities, including new direct-run or contracted businesses, revised operating policies, organizational changes, and alternative revenue streams.
Initiates and coordinates store construction, renovation, and store planning projects.
Develops and implements retail and service management information systems in coordination with appropriate CGX divisions.
Ensures merchandising, marketing, visual presentation, signing, and fixture programs align with organizational objectives and customer expectations.
Ensures programmed fixture and equipment upgrade programs are developed and executed.
Develops and maintains extensive professional relationships with senior corporate executives in the commercial retail and service industries, as well as with military resale agencies.
Represents CGX in external engagements to enhance the system’s image and strengthen relationships with elected officials, higher authority, patrons, associates, vendors, and the public.
Travels to field activities to assess operations, monitor performance, and provide guidance and assistance.
Establishes a climate of customer service, satisfaction, and operational excellence throughout the organization.
Provides leadership in the development and implementation of policies designed to foster equal employment opportunity across CGX.
Performs other related duties as assigned.