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Operations Standards Specialist (Retail Store Ops)
This position is hybrid working from our Legacy West Support Center located in Plano, Texas
About Sally Beauty Holdings, Inc.
At SBH, our purpose is to inspire a more colorful, confident, and welcoming world. We are the leader in professional hair color, selling and distributing professional beauty supplies across 11 countries through our Sally Beauty and Beauty Systems Group businesses. Sally Beauty offers products for hair color, hair care, nails, and skin care to retail customers looking for salon quality products at a value price. Beauty Systems Group, branded as Cosmo Prof or Armstrong McCall stores, along with its direct sales consultants, sell professionally branded products intended for use and resale by salons to retail consumers.
About the role
The Operations Standards & Knowledge Specialist is responsible for developing, maintaining, and optimizing operational standards and field-facing knowledge resources that support consistent execution across store operations.
This role ensures that store associates and field leaders have clear, accurate, and accessible guidance for operational processes, routines, and expectations. The position partners with cross-functional teams to translate operational requirements into practical, easy-to-use content that improves clarity and reduces complexity in the field.
- Opportunity to shape how operational knowledge is structured and delivered at scale
- Direct impact on reducing confusion and improving consistency across a large store network
- Focus on building a centralized, user-friendly knowledge system for field teams
Responsibilities
- Leverage digital platforms and AI-enabled tools to improve the accessibility, usability, and searchability of operational knowledge
- Develop and maintain operational standards that define consistent execution expectations across stores
- Create and manage field-facing knowledge resources, including SOPs, job aids, FAQs, and prompt-friendly content for AI search
- Translate complex operational requirements into clear, actionable guidance that stores and field leaders can easily apply
- Organize and optimize knowledge content using clear structure, tagging, and taxonomy to improve search results and self-service usage
- Partner with cross-functional teams to align operational guidance, eliminate conflicting direction, and support consistent execution
- Identify and remove outdated, redundant, or conflicting information to maintain a trusted source of truth
- Continuously improve clarity, consistency, and accessibility of operational content based on field needs, search trends, and recurring questions
Knowledge, skills & abilities requirements
Required: Prior experience in store operations, field leadership (SM/DM), or hands-on retail execution environment
Strong written communication skills with the ability to simplify complex information
Experience creating SOPs, job aids, or structured content for operational teams
Ability to work cross-functionally and manage multiple inputs simultaneously
Strong organizational and attention-to-detail skills
Experience with knowledge platforms, content systems, or digital tools preferred
Competencies & attributes
Operational Standards Management – Develop and maintain clear, consistent operational standards and procedures.
Knowledge Management – Build, organize, and govern searchable knowledge resources, SOPs, FAQs, and job aids.
Strategic Thinking – Anticipate business needs and create scalable standards that support field execution.
Problem Solving & Root Cause Analysis – Identify recurring issues and implement long-term solutions.
Decision Making & Judgment – Interpret conflicting or incomplete information and determine the best path forward.
Governance & Compliance – Ensure content is accurate, current, compliant, and aligned with business priorities.
Cross-Functional Collaboration – Partner effectively with multiple departments to drive consistency and alignment.
Influence Without Authority – Guide stakeholders and gain buy-in on standards, processes, and priorities.
Communication & Content Development – Translate complex business requirements into clear, actionable field guidance.
Change Management – Support successful adoption of operational changes through documentation and communication.
Risk Management – Identify execution risks, content gaps, and barriers to adoption before they impact the field.
Project & Priority Management – Balance competing demands and prioritize work based on business impact.
Continuous Improvement – Drive enhancements that improve self-service, execution consistency, and operational effectiveness.
Accountability & Ownership – Take end-to-end responsibility for standards governance and knowledge management outcomes.
Customer/Field Focus – Ensure resources and standards meet the needs of stores and field leaders.
Working conditions & physical requirements
The work environment generally involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, retail stores, and residences or commercial vehicles, e.g., use of safe work practices with office equipment, avoidance of trips and falls, observance of fire regulations and traffic signals, etc. The work area is adequately lighted, heated, and ventilated.
The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking, standing, bending, and occasionally requires carrying, moving and setting up of computers, for example desktops, monitors, printers, and other small hardware in the testing lab.
Benefits
We offer a competitive salary and outstanding benefits package that includes medical, dental, vision, life Insurance, paid vacation and sick days, paid holidays, tuition reimbursement and 401(k) with company match. In addition, associates of SBH may take advantage of our in-house salon with complementary services and a varied selection of food options at our corporate campus. Also, featured at our corporate campus, is both a Sally Beauty and CosmoProf Professional onsite store, where associates enjoy a great merchandise discount!
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