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Store Retail Operations Manager

Las Vegas, NV

The UPS Store, Inc., a wholly owned subsidiary of UPS is the world's largest franchisor of retail shipping, postal, printing and business service centers. The UPS Store has over 5,000 independently owned locations in the U.S. and Canada. If you're looking for an exciting and dynamic career opportunity, we want to hear from you!

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 

If you have the following skills and experience, we would like to hear from you:

  • 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


  • 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 be currently located in the same geographic location as the job (Jacksonville, FL) or willing to self relocate.
  • Must have a Bachelor’s Degree (or internationally comparable degree) or be a current UPS employee with three years of UPS experience

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Other Criteria: 

  • Employer will sponsor visas for specific positions.
  • UPS is an equal opportunity employer.
  • UPS does not discriminate on the basis of race/color/religion/sex/nationalorigin/veteran/disability/age/sexualorientation/gender identity or any other characteristic protected by law.
  • Pay Grade 30C

Employee Type:


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

Other Criteria: 

Employer will sponsor visas for specific positions. 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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