Assistant Manager - Retail Program

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This is a Stanford Health Care job.

A Brief Overview
The Assistant Manager - Retail Program is responsible for overseeing all inventory operations and assisting in the operations and buying of the retail stores within 300P/500P, Cancer Center and the warehouse locations. Assistant Manager - Retail Program is accountable for ensuring the Retail Program team members maintain excellent service values, responds efficiently to patients, families, and staff members and maintains high C-I-CARE standards while creating an aesthetic environment for customers, and most importantly enhancing the Patient Experience for patients and families while in the hospital. This position also has responsibilities for some of the buying/merchandising for the Retail Program.

The Assistant Manager - Retail Program reports to the Manage r-Retail Manager.

Locations
Stanford Health Care

What you will do

• Operations:
• Directs the day-to-day management and coordination of the retail program to accomplish goals in an efficient and timely manner.
• Ensures that standard work is followed; provides leadership on rounding, Gemba, Lean management to direct reports.
• Develops, implements, and revises standard work, policies, procedures, and processes for retail program.
• Manages Security, Facilities and Site Support Services relationships for ongoing shop/building management and maintenance.
• Work with security and engineering and maintenance to ensure shops provide a safe and clean environment.
• Human Resources:
• Positively influences and inspires team members to reach their maximum potential.
• Provides coaching, training, and mentoring to encourage professional development.
• Directs hiring, orientation and training of team members.
• Manages Customer Care Specialists.
• Evaluates employee performance; approves/denies requests for time off; may initiate disciplinary action or hear grievances.
• Provides performance evaluations for staff and input on other retail team members.
• Responsible for weekly/monthly team member and volunteer schedules.
• Finance:
• Monitors and verifies expenditures to ensure they remain within budgetary limits and guidelines.
• Manages resource allocation and provides feedback on needs based on utilization standards and metrics.
• Responsible for procurement processes and works directly with Operations Manager to ensure vendor payments.
• Compliance:
• Maintains standards for retail program to ensure PCI compliance and hospital cash handling compliance.
• Ensures Point Of Sale systems performance and manages contracts for systems.
• Works with IT and Treasury to ensure audits are successful.
• Program Efficiency:
• Recommends and develops strategy on purchasing plan with Buyer/Planning Analyst and Manager.
• Understands inventory depletion by customer demand and ensures buying plan is aligned with voice of customer.
• In partnership with Retail Coordinator, coordinates the strategies to improve product placement and appearance.
• Understand major trends in retail shopping in specific environment.
• Make product recommendations based on those trends.
• Performs consistent surveys to understand voice of customer to align product to their recommendations.
• Participates in physical inventories; prepare and maintain inventory records; assist in receiving stock.
• Marketing:
• Monitor advertising and appearance to support promotions. Ensure that products are properly displayed and ordered in a manner to maintain in-stock conditions.
• Merchandising/Inventory:
• Partners to procure inventory with Buyer/Planning Analyst and Manager to ensure quality merchandise and inventory.
• Partners with Buyer/Planning Analyst in management of relationship with vendors, negotiates contracts and pricing as well as terms.
• Maintains product quality levels in conformity with the institutional image and audience served.
• Assists in preparing story lines for merchandising and ensures staff is aware of inventory levels.
• Recommends inventory turn over needs based on inventory numbers and merchandise turn over.
• Communicates sales goals, department performance and sales opportunities with team members to ensure positive results.
• Leadership:
• Passionate about people. You love developing relationships, delighting others with your positive attitude and outstanding customer support skills.
• Excellent listening and communication skills. Proficient in verbal and written English language.
• Exceptional communication skills with customers and team members; friendly and pleasant demeanor in person and over phone.
• Expert in sales principles and customer service practices.

Education Qualifications

• Bachelor’s degree from an accredited college or university and/or equivalent work experience

Experience Qualifications

• Three (3) or more years of experience with increased responsibility in retail management or hospitality

Required Knowledge, Skills and Abilities

• Ability to adapt to and deal with change and ambiguity
• Ability to plan, organize, prioritize, work independently and meet deadlines
• Ability to solve problems and identify solutions
• Ability to work in a fast-paced work environment
• Ability to read, write and effectively communicate with all types of individuals, including patients, family members, colleagues, dignitaries and executive leaders
• Ability to multi-task, prioritize, and manage time effectively, while being attentive to customers and remaining flexible to the needs of the business
• Ability to adjust communications to fit the needs and level of understanding of the receiver and the ability to adapt/respond to different types of personalities, situations and emotions
• Demonstrated customer service skills in interactions with patients, families and staff
• Ability to analyze operational and procedural problems and develop, recommend and evaluate proposed solutions
• Ability to foster effective working relationships and build consensus with other departments and external vendors
• Ability to manage, coach, and develop employees
• Ability to work a variety of hours, including early mornings, evenings, weekends and holidays
• Knowledge of computer systems and Point of Sale software used in functional area
• Knowledge of local, state and federal regulatory requirements related to areas of functional responsibility
• Knowledge of healthcare systems
• Knowledge of retail management
• Knowledge of customer service principles
• Knowledge of procurement processes
• Knowledge of human resources: coaching and performance roles

Licenses and Certifications

• None

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience


Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.



You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.