Area Manager - THE UPS STORE

Area Manager – Multi-Unit Operations (The UPS Store)Job Overview We are seeking a highly motivated and results-driven Area Manager to oversee the daily operations of three high-volume The UPS Store locations in Washington, DC. This individual will be responsible for ensuring each store operates efficiently while delivering outstanding customer service, driving revenue growth, developing employees, and maintaining operational excellence. The Area Manager will serve as the primary leader for all store managers and associates, providing coaching, accountability, and operational support. This role requires someone who thrives in a fast-paced retail environment and can effectively balance customer service, financial performance, and employee development. Key ResponsibilitiesStore Operations • Oversee the daily operations of three retail locations to ensure consistency, efficiency, and profitability. • Conduct regular store visits to monitor performance, cleanliness, merchandising, and compliance with The UPS Store standards. • Ensure all stores maintain excellent customer service scores and operational excellence. • Develop and enforce standard operating procedures and best practices. Customer Service & Claims • Resolve escalated customer complaints professionally and promptly. • Manage shipping claims, lost package investigations, insurance claims, and customer disputes. • Work directly with UPS and other vendors to resolve shipping-related issues. • Protect the company's reputation by ensuring exceptional customer experiences. Team Leadership • Recruit, hire, train, coach, and develop store managers and associates. • Conduct performance evaluations and provide ongoing coaching and accountability. • Create a positive culture focused on teamwork, customer service, and sales. • Handle employee relations, disciplinary actions, and conflict resolution. • Ensure stores remain properly staffed at all times. Revenue Growth & Sales • Drive sales growth across all three stores through coaching, accountability, and local marketing initiatives. • Increase revenue in key profit centers including: • Mailbox rentals • Printing services • Packing services • Shipping services • Freight services • Notary services • Retail product sales • Monitor daily, weekly, and monthly sales performance. • Identify opportunities to increase average transaction value and improve customer retention. Financial Management & Forecasting • Prepare weekly and monthly revenue forecasts. • Analyze sales trends and financial reports to identify opportunities for growth. • Monitor labor costs, payroll, expenses, and store profitability. • Manage store budgets and control operating expenses. • Develop action plans when stores fall below financial expectations. Scheduling & Workforce Management • Create and oversee employee schedules to ensure proper staffing levels. • Manage labor budgets while maintaining excellent customer service. • Approve timecards, PTO requests, and overtime. • Ensure compliance with company policies and labor regulations. Inventory & Vendor Management • Monitor inventory levels and ensure stores maintain appropriate stock. • Oversee ordering of retail products, packaging materials, office supplies, and printing supplies. • Build strong relationships with vendors and suppliers. • Reduce waste and control inventory costs. Operational Excellence • Ensure compliance with franchise standards and operating procedures. • Monitor key performance indicators (KPIs) across all stores. • Lead operational improvement initiatives to increase productivity and profitability. • Conduct regular audits to ensure quality and compliance. Reporting & Analytics • Review daily sales reports and operational metrics. • Analyze KPIs including: • Revenue • Gross profit • Average ticket • Labor percentage • Printing sales • Mailbox growth • Customer satisfaction • Present performance updates and recommendations to ownership. Qualifications • 5+ years of retail, franchise, or multi-unit management experience. • Proven experience leading multiple locations simultaneously. • Strong leadership and coaching skills. • Experience managing P&L statements and operating budgets. • Strong analytical and forecasting abilities. • Experience handling customer escalations and conflict resolution. • Excellent organizational and time management skills. • Ability to prioritize multiple responsibilities in a fast-paced environment. • Proficiency in Microsoft Excel and business reporting. • Excellent verbal and written communication skills. Preferred Experience • Multi-unit retail management. • The UPS Store, FedEx Office, shipping, printing, logistics, or franchise operations. • Sales management and business development. • Workforce scheduling and labor management. • KPI reporting and financial forecasting. Pay: $50,000.00 - $65,000.00 per year Benefits • Dental insurance • Employee assistance program • Employee discount • Flexible schedule • Flexible spending account • Health insurance • Paid time off • Parental leave • Referral program • Vision insurance Experience: • Retail management: 3 years (Preferred) Ability to Commute: • Washington, DC 20003 (Preferred) Work Location: In person