Junior Chief Operations Officer

The Junior Chief Operating Officer (COO) is a high-impact, hands-on leadership role designed for an emerging executive ready to step into the C-suite within a fast-growing, entrepreneurial retail organization. This role partners closely with the CEO to translate strategy into execution across a large, multi-state Metro by T-Mobile retail footprint.

This is not a traditional corporate COO role — it’s ideal for a driven, operations-minded leader with strong retail instincts, analytical skills, and a startup mentality. You’ll help build structure where needed, scale processes, and ensure consistent execution across hundreds of locations while learning and growing into full COO responsibilities.

Key Responsibilities

Operational Execution & Oversight

• Support and oversee daily operations across ~400+ Metro by T-Mobile retail locations in 18 states
• Ensure stores are executing Metro standards, policies, promotions, and KPIs consistently
• Identify operational inefficiencies and partner with leadership to implement scalable solutions
• Act as an extension of the CEO to drive follow-through, accountability, and execution

Performance Management & Analytics

• Monitor and analyze key wireless retail KPIs, including:
  • Activations, upgrades, accessories, insurance, and add-on sales
  • Labor efficiency, staffing levels, and attendance trends
  • Compliance scores, chargebacks, audits, and shrink/fraud indicators
• Build and review daily, weekly, and monthly dashboards and reports
• Proactively flag risks, performance gaps, and opportunities for improvement

Field Leadership & Store Support

• Serve as a connector between corporate leadership and field teams (District & Store Managers)
• Support rollouts of new initiatives, pricing changes, and promotional strategies
• Assist with store openings, closures, relocations, and operational transitions
• Help ensure a consistent customer experience and sales culture across all markets

Cross-Functional Partnership

• Partner with HR on workforce planning, onboarding, performance management, and corrective actions
• Collaborate with Finance & Accounting on payroll accuracy, commissions, budgets, and expense control
• Support Real Estate & Facilities with lease compliance, maintenance oversight, and utilities management
• Work with Training & Sales Enablement to identify skill gaps and improve frontline performance

Process, Compliance & Risk

• Help enforce Metro by T-Mobile operational and compliance standards
• Monitor chargebacks, fraud, and policy violations; support corrective action plans
• Assist in documenting SOPs, workflows, and playbooks to support scale
• Participate in internal audits, compliance reviews, and risk mitigation efforts

Executive & Strategic Support

• Prepare executive summaries, meeting materials, and performance briefings
• Track and manage action items from leadership meetings
• Support high-priority initiatives and special projects on behalf of the CEO
• Contribute to long-term operational strategy and growth planning

Qualifications

• 4–7 years of experience in retail operations, wireless retail, or multi-unit management
• Experience working in fast-paced, high-growth, or startup-style environments
• Strong understanding of retail KPIs, performance reporting, and operational execution
• Ability to manage multiple priorities across teams, markets, and time zones
• Data-driven, highly organized, and execution-focused
• Strong communication skills with the ability to influence without authority

Preferred Experience

• Wireless retail or Metro by T-Mobile experience
• Exposure to multi-state or 100+ location retail operations
• Experience partnering closely with executive leadership or founders
• Background in chargebacks, audits, compliance, or loss prevention