Operations Experience Specialist

Valvoline•Frankfort, KY

About The Position

The Operations Experience Lead plays a critical role within the Operations Experience (OX) team by owning clear, consistent, and timely communications that support store operations and enable successful execution of field-facing initiatives. This role partners closely with OX, Store Enablement/Training, Help Desk/Support, Corporate Communications, and other business partners to align messaging, learning content, and change readiness so teams receive the right information at the right time. A core part of the scope is writing, maintaining, and governing OX standard operating procedures (SOPs), FAQs, and supporting documentation to ensure processes are clear, current, and easy to follow. In addition, the Specialist leverages OX analytics and reporting to identify trends, track performance, and recommend improvements that enhance operational effectiveness and the store experience. The role will have regular interaction with internal teams including Operations Experience, Training, Store Enablement, Help Desk, Support, and Corporate Communications. They will also maintain communication with senior leadership to support alignment on strategic initiatives. External interactions include franchise partners, third-party vendors, and other key stakeholders involved in the planning, execution, and communication of OX-led projects.

Requirements

Minimum 3–5 years of experience in operations, communications, training/store enablement, process documentation, project coordination, or a related business support role.
Experience writing or maintaining SOPs, FAQs, job aids, process documentation, or field-facing communications.
Experience partnering cross-functionally with operations, training, support/help desk, communications, or field leadership teams.
Strong written communication skills with the ability to create clear, concise, actionable content for field teams.
Knowledge of operations processes, SOP governance, communication planning, and change readiness practices.
Ability to translate complex operational updates into practical, easy-to-follow guidance.
Strong attention to detail, editing, proofreading, and document management skills.
Ability to manage multiple priorities, deadlines, initiatives, and stakeholder requests.
Strong cross-functional collaboration and relationship-building skills.
Analytical skills with the ability to review reporting, identify trends, and summarize insights into recommendations.
Problem-solving ability, and comfort working in a fast-paced, changing environment.
Proficiency with Microsoft Office tools

Nice To Haves

Retail, quick-service, automotive service, franchise, or multi-unit operations experience preferred.
Experience using data, reporting, or trend analysis to identify opportunities and recommend improvements preferred.
experience with SharePoint, Teams, Word, PowerPoint, PowerBI, PowerApps, reporting dashboards, or project tracking tools preferred.

Responsibilities

Write, maintain, and govern OX SOPs and supporting documentation, ensuring content is accurate, current, easy to follow, and aligned with Training and business owners for change readiness
Serve as a liaison across OX, Store Enablement, Training, Help Desk/Support, and Corporate Communications to ensure consistent alignment on initiative intent, field readiness, and the content delivered to stores.
Own OX communications governance and planning by maintaining a forward-looking communications and initiative pipeline, aligning timing and dependencies with Training and key business partners, and ensuring field-facing messages are accurate, consistent, and delivered through the right channels.
Lead communications drafting and execution for OX initiatives (e.g., launch updates, change notices, FAQs, and stakeholder recaps), ensuring messages are clear, actionable, and aligned with operational standards and brand voice.
Perform OX analytics and reporting (e.g., initiative performance, support trends, adoption and pain points), synthesizing insights into recommendations and content that improve execution and the store experience.
Other duties and responsibilities as determined by Valvoline from time to time in its sole discretion.