DIVE IN TO A NEW CAREER WITH LESLIE'S:     

Leslie’s Pool Supplies is the “World’s Largest Retailer of Swimming Pool Supplies.” With over 1,000 retail stores in 39 states plus Pro, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie’s. With over 60 years of providing the best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our team members feel valued and are enthusiastic about the contributions they make to the success of Leslie’s.  

Note: This position is not open to agency submissions 

Note: This position is based at our corporate office in Phoenix, AZ, and follows a hybrid work schedule. Remote work is not available for this role. Candidates must reside within commuting distance, as relocation assistance is not provided. Additionally, applicants must be authorized to work in the United States without the need for current or future employer-sponsored visa support.

 

Job Overview:  

The Sr. Director, Service will be responsible for the strategic planning, process optimization, process scalability and team capability development for the Leslie’s Service program. The Sr. Director will collaborate with cross-functional teams to ensure alignment with Leslie’s business goals and will be responsible for setting and achieving key performance metrics, optimizing resource allocation, and maintaining a high standard of customer service. This position is based at Leslie’s Corporate office.

Responsibilities: 

Strategic Leadership and Vision:

Develop and implement a strategic roadmap for service aligned with Leslie’s vision, values, and goals. Drive business transformation through innovative initiatives, focusing on both customer-facing services and backend operations to enhance overall efficiency and profitability. Grow company sales through an innovative approach and industry trends.

Service Excellence:

Ensure the delivery of world-class customer service across all touchpoints Develop and refine customer service protocols and training programs to ensure an exceptional customer experience. Resolve complex customer service issues and establish programs to continuously improve customer satisfaction and retention.

Operational Efficiency:

Establish and manage key performance indicators (KPIs) to monitor the effectiveness and efficiency of operations across all service areas.

Team Leadership and Development:

Develop talent pipelines, coaching, and professional development programs to ensure employee growth and retention within the organization. Provide leadership in managing budgets, forecasting, and resource allocation.

Cross-Functional Collaboration:

Work closely with senior leaders to align business strategies, drive new initiatives, and ensure seamless integration across departments. Provide insights and recommendations to the executive team on ways to improve business processes, enhance customer experience, and increase operational effectiveness.

Qualifications:

Bachelor’s degree in Business, Retail Management, Operations, or related field or equivalent. 5+ years of experience in leadership roles within retail, service, operations management, with a proven track record of success. Extensive experience in multi-location and customer service environments. Demonstrated ability to lead large, cross-functional teams and drive complex operational projects to completion. Strong background in P&L management, budgeting, and resource allocation. Exceptional leadership and team-building skills with the ability to inspire and motivate diverse teams. Strong strategic thinking, problem-solving, and decision-making capabilities. Advanced knowledge of service best practices, and process optimization. Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across all levels of the organization. Data-driven mindset with proficiency in using analytics to inform decisions and measure success.

Leslie's provides a robust benefits package, including: 

Comprehensive medical, pharmacy, dental, & vision plan options. Health savings account (with enrollment in the high deductible health plan option). Health & dependent care flexible spending accounts. Company-paid basic life and AD&D insurance. Voluntary supplemental life insurance. Company-paid short-term disability and voluntary long-term disability insurance. Pre-tax and Roth 401(k) with company match. Paid vacation, sick, and bereavement leave. Paid holidays, including a floating personal day. Employee assistance and wellness programs. Earned Wage access is available, allowing early access to a portion of your earned wages before payday. Product discounts at Leslie’s Retail stores.

Leslie’s recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives.