OPERATIONS STANDARDS SPECIALIST

Operations Standards Specialist (Retail Store Ops)

This position is hybrid working from our Legacy West Support Center located in Plano, Texas.

At Sally Beauty Holdings, Inc., 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.

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

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Identify and remove outdated, redundant, or conflicting information to maintain a trusted source of truth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

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

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.

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.

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!