IBS Support Director

Job Summary

The Director IBS Support is a key leader responsible for driving efficiency and financial outcomes through a team of IBS Support Specialists. This role is intended to make life easier for IBS sites and remove all field-based administration and financial reconciliation from the field into a central support team. This role will develop initiatives to drive financial, operational and customer metrics; that ultimately impact the P&L of all company-owned IBS sites. The IBS Specialist team, under the guidance of this role, will measure and report on key metrics, including operational compliance to key business requirements, together with customer and financial outcomes, while also working collaboratively with other leaders to improve supporting processes and policies and in turn, overseeing the roll out of such initiatives right across the business.

Responsibilities

• Lead, mentor, and develop a large team of IBS Support Specialists.
• Initiate IBS operations, customer and financial improvement projects to drive growth.
• Lead strategic, value, and efficiency projects cross-functionally at HQ, ensuring engagement with the most senior audiences.
• Monitor IBS P&L performance and work collaboratively to identify improvement opportunities.
• Influence senior field leaders towards the “one best way” principle.
• Act as the senior advisor to the field in regard to store operating practices and financial management.
• Act as the voice of the field, ensuring identified opportunities are addressed at their root cause.
• Monitor and ensure compliance with operational policies, procedures, and management tools.
• Identify implementation and compliance gaps at site, region, and division level and work closely with field leadership to remediate these gaps across all company-owned sites.
• Measure and report all key compliance metrics to field leadership.
• Support IBS network by identifying and removing administrative tasks from the field and centralizing into the Store Support function.
• Champion employee engagement initiatives to build a positive work environment and drive retention.
• Monitor store P&L performance and work collaboratively to identify improvement opportunities.
• Influence senior field leaders towards the “one best way” principle.
• Act as the senior advisor to the field in regards to store operating practices and financial management.
• Act as the voice of the field; ensuring identified opportunities are addressed at their root cause.

Qualifications

• Knowledge of core NAPA systems and processes, including store P&L inputs.
• Specialized knowledge in IBS essential.
• Bachelor’s degree in Business Administration, Finance, Operations Management, or related field.
• Operational Excellence:  Ensures consistent execution of operational standards to maximize store performance and efficiency.
• Talent Leadership Development: Cultivates a high-performing workforce through coaching, development, and effective team leadership.
• Customer Experience Focus:  Champions initiatives that enhance the in-store customer experience and drives satisfaction.
• Strong administration abilities ideally derived in a fast paced multi-unit operation.
• Proficiency in operational tools, inventory management systems, and reporting software.
• Minimum 7+ years of progressive leadership experience in retail store operations with multi-unit management experience (MUJST HAVE)

Leadership

• Embodies the following values: serve, perform, influence, respect, innovate, team.
• Effectively communicates by motivating and inspiring others through clear and proactive communication.
• Delivers results and drives customer success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.
• Develops high-performing teams by providing inclusive leadership, attracting and developing world-class talent, providing ongoing feedback, and building trust across

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