Job Summary:
This position is responsible for understanding how today’s customers and members engage across physical retail, ecommerce, CRM-driven engagement, and in-store activation—and who can integrate those elements into a single, coherent operating system.
This role requires more than traditional retail or supply-chain expertise and will bring a contemporary omnichannel skillset combined with strong operational discipline.
Essential Functions:
Job Competencies:
Knowledge of: Deep understanding of how e-commerce, brick-and-mortar retail, and CRM systems intersect to create a single “unified commerce” experience. Proficiency in the EOS framework, including L10 meetings, Rocks, Scorecards, and the “Integrator” function. Advanced knowledge of SKU rationalization, GMROI (Gross Margin Return on Investment), working capital optimization, and inventory aging/liquidation strategies. Familiarity with POS (Point of Sale) replacement cycles, ERP integrations, and how a unified data model drives operational velocity. Knowledge of fulfillment modeling (3PL vs. In-house), “make vs. buy” manufacturing logic, and DC (Distribution Center) optimization.
Skill in: Turning raw analytics and CRM insights into immediate operational changes (e.g., adjusting assortments or service levels based on member behavior). Project management skills specifically geared toward rolling out new technology (POS/CRM) across a national footprint without service interruption. Leading a legacy organization through a digital and cultural transformation with a mix of empathy and firm accountability. Managing P&L levers, reducing “N & D” (Non-go-forward & discontinued) inventory, and improving capital efficiency.
Ability to: Translate high-level strategy into a 90-day cadence of actionable tasks. Make high-quality, decisive calls quickly, even when faced with imperfect or evolving information. Work effectively within a federated/mission-driven organization, balancing the needs of the National Service Center with local Scout Councils. Remain calm and “steady at the helm” during complex transitions and systems cutovers. Solve “unsolvable” operational bottlenecks through unconventional systems-thinking rather than aesthetic design. Maintain a relentless focus on the member/customer experience (NPS and fill rates) while simultaneously cutting costs.
Minimum Qualifications:
Education Level: Bachelor’s Degree in Business Administration, Operations Management, Supply Chain, or a related field.
Experience: Minimum of 10+ years in a senior leadership role (COO, GM, or equivalent) within retail, consumer goods, or e-commerce. Proven experience leading a multi-year organizational turnaround or “modernization” project. Proven success leading both commercial and operational functions in a retail, ecommerce, or consumer products environment. Direct experience integrating physical stores as “engagement hubs” linked to a digital backend. Experience in a non-profit, federated, or membership-based organization is a significant plus.
Certification/License: None.
Preferences: An MBA or advanced degree is preferred but may be substituted by significant executive-level “battlefield” experience.
Conditions of Employment: Must pass a background check. Must be able to travel at least 50% of time.
Physical Requirements:
This role requires travel within an assigned territory and will include indoor and outdoor work in varying conditions. Standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment; vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects weighing up to 25 pounds.
Work Environment:
Employees work in an office environment, retail stores, and other commercial buildings with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.
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