As a Senior Store Operations Manager you'll be responsible for developing and implementing process innovations that continuously improve the solutions and support provided to the retail store organization and drive operational excellence, increase profitability, quality, knowledge, and growth. This position requires the incumbent to influence business decisions and leadership through their expertise, market insight, and analysis. Evaluates the standards and quality measures by which we serve our customers and builds organizational capabilities and process innovations to successfully deliver on strategic business initiatives. Develops business requirements for various store initiatives and leads vendor RFP processes and assessment. Develops enterprise retail sales operating procedures and implements key initiatives by working closely with the store divisional/Market Area teams to bring consistency to the retail sales channel to support sales for all lines of business (Video, Internet, Voice and Mobile). Manages the coordination of continuous business process improvements to enhance the customer experience, increase sales and revenue, reduce cost, improve productivity, decrease errors, increase efficiency, and reduce business risk. Partners with business leadership and cross functional teams to establish key service standards and policies. Defines customer metrics resulting from various business and industry changes and other operating statistics to drive standardization throughout store organization. Ensures supporting tools and technologies are in place to enable frontline employees to meet and exceed performance standards. Partners with other organizations as needed on financial statistic, policy, process, compliance standards and quality control issues to gain alignment and ensure the impact of any changes/enhancements or issues are understood and communicated, business intelligence, training and development, and marketing and teams. Manages vendor relationships, partners with procurement on vendor RFP process, monitors and enforces adherence to master service agreements in alignment with store policy and company standards. Proactively and consistently evaluates standards and policies against business results, employee, and customer feedback; identifies and addresses transition needs and process implications. Establishes key stakeholder relationships and SME focus groups to ensure consistent communication and alignment with the business. Evaluates quality trends, identifies performance gaps, assesses root cause, and delivers continuous improvement efforts that rectify issues, simplify processes, and enhance business performance. Assists with management of project development and plans from beginning to end; defines project scope, goals, approvals, deliverables and change requests that support business goals in collaboration with senior management, other business units and project stakeholders. Effectively communicates project expectations, timelines, milestones, and deliverables in a timely and clear fashion using the appropriate tools. Partners to conduct project postmortems and creates a recommendations report to identify areas of opportunity for improvement in the future. Performs other duties as requested by leadership.