Jennifer Gilman
Retail Sales Operations is my superpower, building high-performing teams & systems that scale.
- Role
- Director Sales Operations at Cox Communications
- Location
- Chesapeake, VA, US
- LinkedIn followers
- 500 followers
About Jennifer Gilman
I am an experienced Sales Operations and Retail Strategy Leader with a proven track record of driving operational excellence and delivering innovative solutions that enhance both customer and employee experiences across a nationwide retail footprint.Currently, I lead the retail operations strategy for Cox Communications, accountable for the strategic roadmap of tools and processes that power our retail stores. My scope spans customer-facing applications (queuing and payment kiosk), sales enablement tools (point-of-sale), and back-office systems for cash reconciliation and inventory management.I oversee a high-performing team responsible for:• Retail policy and process development to safeguard assets and optimize performance• Product ownership for our suite of retail tools, including writing business requirements and partnering with technology teams to design, test, and deploy enhancements• Operational performance management, implementing controls and compliance measures in collaboration with our parent companyPassionate about transforming retail operations, I thrive at the intersection of technology, process, and customer experience, ensuring scalable solutions that drive efficiency, profitability, and customer satisfaction.
Experience
Director Sales Operations
Feb 2022 — Present · VA, US
I am accountable for the delivery of the comprehensive strategic roadmap for tools that enable the customer and employee experience in Cox Communication’s retail stores. My team oversees a full suite of retail tools including the point-of-sale system, payment kiosks, queuing, digital media, and other systems in both Cox owned and exclusive dealer locations. I am responsible for overseeing business requirements, implementation, production validation, user acceptance testing and day-to-day business support of these tools. In addition, I am responsible for a team of regional operations managers who oversee the operational performance of all Cox owned and exclusive dealer locations. We develop and deliver operational strategies, policies, and procedures to safeguard company assets including cash and inventory as well as provide store operational support for company initiatives. We audit and work closely with our parent company to certify good internal controls are maintained in our retail locations.
Education
Old Dominion University
Bachelor's of science in business administration x2, Accounting and Finance
2000 — 2003
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