Support Center - Irving

The Director – Store Operations is responsible for the systems, structures, and support mechanisms that enable stores to run efficiently and consistently at scale. The primary focus of this role is process design and improvement, labor and scheduling and store support. This position partners closely with Technology to develop key enablers to optimize store performance ensuring the right processes, staffing models, and tools are in place to drive daily store execution.

Major Activities

Store Processes & Continuous Improvement

• Own the design and ongoing improvement of core store operational processes — including opening and closing procedures, inventory and receiving workflows, cash handling, and store audit preparation.
• Develop process standards that are scalable across store formats and measurable through clearly defined performance indicators.
• Lead cross-functional process improvement initiatives using data, field observation, and structured methodologies (e.g., Lean, Six Sigma) to eliminate waste and reduce variability.
• Establish a regular store process audit cadence, using field visits and operational data to assess compliance and drive corrective action.
• Define and own store standard processes — Operations is the authority on how work is performed and what the standard is. Partner with the Director, Team Experience by providing finalized process standards and subject matter expertise; Team Experience converts those standards into SOP documentation and maintains all material

Labor Management & Scheduling

• Own the company's labor management strategy, including labor model design, productivity standards, and budget alignment across all store formats and volumes.
• Develop labor allocation frameworks that translate business plans and sales forecasts into actionable, store-level staffing targets.
• Partner with Finance, HR, and Store Operations to build and validate labor budgets that reflect operational requirements without sacrificing service standards.
• Maintain labor performance data — hours worked, productivity metrics, overtime trends, and compliance indicators.
• Own the store workforce management (WFM) platform — including system configuration, scheduling rule governance, forecasting accuracy, and user administration.
• Drive adoption of WFM tools across all locations, partnering with field leaders to resolve barriers and identify capability gaps.
• Lead continuous improvement of forecasting methodologies, incorporating traffic data, historical trends, and seasonal patterns to improve schedule accuracy.

Store Support

• Lead the store support function as the operational hub that field teams rely on for issue resolution, systems guidance, and day-to-day operational assistance.
• Design and manage store support intake and escalation processes in ensuring requests are triaged, routed, and resolved with defined service level targets.
• Implement feedback loops between store support and operational leadership to surface recurring pain points and inform prioritization.

Store Technology Governance

• Serve as the primary operational liaison to the Technology group for all in-store technology
• Own the store technology roadmap in partnership with Technology group driving project prioritization based on store impact, operational risk, and ROI.
• Lead operational readiness with Director of Team Experience for all new technology rollouts — including pilot design, field testing, training handoffs, and go-live support planning.
• Technology Enhancements, Predictive Analytics & Omni-Channel Fulfillment
• Partner with Technology and teams to evaluate and deploy technology enhancements that reduce manual workload, eliminate redundancy, and improve store efficiency.
• Champion analytics tools that enable proactive decision-making — including task load distribution, and staffing need projections.
• Own the operational process strategy for in-store omni-channel fulfillment — including BOPIS, ship-from-store, curbside pickup, and same-day delivery — ensuring fulfillment standards, staffing models, and tools are aligned and scalable.

Other duties as assigned

Preferred Education

• Bachelor's degree in Operations Management, Business Administration, or a related field.

Minimum Type of Experience Required

• 10+ years of progressive retail operations experience, with at least 3 years in a senior or multi-unit leadership role.
• Strong expertise in labor management, workforce scheduling, and WFM platform administration (e.g., UKG, Kronos, Reflexis, Legion, or similar).
• Demonstrated experience designing and improving store-level processes across a distributed retail environment.
• Experience leading store support or field operations support functions with defined SLAs.
• Solid understanding of wage and hour compliance, predictive scheduling laws, and labor regulation.
• Strong analytical skills with the ability to translate data into clear operational decisions.
• Effective collaborator with Field Operations, Technology, Finance, HR, and other key business partners able to drive alignment

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

At The Michaels Companies Inc., our purpose is to fuel the joy of creativity and celebration. As the leading destination for creating and celebrating in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit www.michaels.com.

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. For more information, visit www.michaels.com.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

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