Operations Support Specialist

Summary: This position is responsible for driving company standards, ensuring consistent execution of Aaron’s programs, driving the right account behaviors, activities and accountability for the GenNext stores. This role requires weekly travel. 

The salary range for this position is $62,300 to $99,700

Duties and Responsibilities:

• Analyze & Improve Store Performance: Identify underperforming stores within an assigned region based on company goals and collaborate with Regional Managers (RMs) and General Managers (GMs) to drive performance improvements in sales, leasing, and collections.

• Eliminate Root Causes of Inefficiencies: Diagnose unsuccessful processes, implement corrective actions, and train staff on proper execution to ensure operational excellence and sustained success.

• Collections & Account Management: Focus on reducing charge-offs by actively monitoring and addressing high-risk accounts in assigned stores.

• Review Daily Call Activity (AM/PM) and coach store teams on behaviors that improve customer engagement and account resolution.

• Identify trends and discuss improvement opportunities with store teams and RMs.

• Sales & Revenue Growth: Drive initiatives to improve sales, repeat business, and revenue-generating activities.

• Coach teams on closing techniques, upselling strategies, and customer experience best practices.

• Performance Monitoring & Reporting: Utilize key reports to identify coaching and training opportunities.

• Training & Development: Ensure Customer Account Advisors (CAAs), Customer Account Managers (CAMs), and Sales Associates complete required training and compliance courses, reinforcing a deep understanding of best practices.

• Field Support for Underperforming Stores: Act as a key resource for RMs and leadership teams to assist with operational challenges, staffing needs, and turnaround efforts.

• Extensive Travel Required: Ability to travel up to 75% of the time to support assigned markets and execute improvement strategies.

Education and Experience:

• Bachelor’s Degree preferred

• Minimum of 5 years of related work experience to include, but not limited to, retail operations

• Deep understanding and proficiency of the Aaron’s renewal program normally acquired with at least 4 years of experience

• Deep understanding of the ABCDs of selling and demonstrated ability to translate to account behaviors in an effective manner normally acquired with at least 4 years of experience Required

Skills and Competencies:

• Strong knowledge of Aaron's operational standards and procedures

• Proficient with Microsoft Office Suite 

• Strong organizational skills and high sense of urgency for action

• Extremely flexible with the ability to easily shift priorities with a can-do attitude in a fast-paced, ever-changing environment

• Time management – Demonstrates efficiency and persistence, managing own time and ensuring engagement deadlines and objectives are met

• Communication – Understanding of effective communication concepts, tools and techniques

• Professional appearance with high level of engagement