Business Process Lead, Front End Store Operations

Position Purpose

The Business Process Lead – Front End supports the strategy, design, and rollout of complex ordering systems and processes that shape the workflows associates perform on the store floor; picking, staging, checkout, and fulfilling customer orders. This role sits at the intersection of customer order management, order fulfillment, and the interconnected ordering experience, prioritizing the customer and associate experience throughout.

The Business Process Lead owns this end-to-end: finding what gets in the way of serving customers, aligning stakeholders around a solution grounded in rigorous data analysis, building it, rolling it out, and change-managing it into the field. The successful candidate is the product owner of a key part of the in-store order flow, bringing a product mindset that highlights curiosity, systems thinking and problem-framing. They will do this alongside having strong analysis, project and process management, as well as stakeholder management skills.

Position Responsibilities

Strategy & Planning

Advocates for customers and associates by building a deep understanding of the store experience and using data to identify workflow and process opportunities within the ordering experience

Reframes ambiguous business needs into clearly defined problems, shaping and communicating a strategic point of view on the future of store ordering

Gains alignment with partners using an agile approach, informed by competitive and industry insight

Delivery & Execution

Tests and refines solutions through store feedback and proof of concept work, validating processes and systems with business stakeholders and IT

Identifies and communicates the benefits, issues, obstacles, and dependencies of features and enhancements, anticipating how change will land on the associate on the floor

Leads change management for stores and leadership by translating solutions into requirements and providing the why behind changes

Analyzes operational reporting and data to generate insight, support decisions, and recommend product and process improvements

People

Fosters collaboration across cross-functional partners (stores, business teams, IT, leadership) to drive business value and resolve frictions in the customer and associate experience

Advocates for customers and associates by bringing frontline workflow insight into every product and process decision

Communicates effectively across all levels, from store associates to senior leadership, translating between technical, operational, and business language

Builds subject-matter expertise in the interconnected ordering experience, sharing that expertise across project teams and in partner business teams

What We’re Looking For

2+ years in a role requiring structured problem-solving and stakeholder management — product analysis, business analysis, operations, consulting, field/store leadership, or a comparable path

A strategic, systems & processes-oriented thinker

Comfort ramping to functional speed quickly in a complex ordering/store-operations domain

Foundational familiarity with SQL and product tooling (JIRA, Pendo, or similar) is an asset, not a requirement

Product-lifecycle experience is a strong asset; a genuine feel for physical frontline processes is also valued