The Field Operations Manager (FOM) provides operational leadership, field support, and management coverage across Rebel's Nevada retail locations.
The position serves as a critical support resource for the General Manager and Regional Area Managers (RAMs), primarily focusing on weekend operations, RAM vacation, and absence coverage, 5-Minute Rule incident response, and special projects.
The FOM works directly with Store Managers and field leadership to ensure operational continuity, timely resolution of business concerns, consistent execution of company standards, and a positive customer and employee experience.
This position requires mandatory on-call availability, including evenings, overnight hours, weekends, and holidays when assigned or required by business needs. The FOM must be prepared to respond by phone and physically report to a retail location when an operational emergency or critical business need requires on-site leadership.
Weekend Operational Leadership
- Serve as the primary field leadership contact during scheduled Saturday and Sunday coverage.
- Respond to operational escalations, staffing concerns, customer service issues, and urgent business needs.
- Provide guidance and direction to Store Managers and store employees.
- Coordinate with Maintenance, IT, Human Resources, Safety, and other departments, as necessary.
- Ensure timely resolution or appropriate escalation of significant operational issues.
RAM Support and PTO Coverage
- Provide temporary field leadership coverage for RAMs during approved PTO, vacations, absences, and other designated coverage periods.
- Assume assigned Acting RAM responsibilities within established authority.
- Assist with staffing challenges, operational decisions, customer concerns, and store performance issues.
- Maintain communication with the General Manager regarding significant incidents and unresolved concerns.
- Ensure effective transitions and follow-up when RAMs return.
5-Minute Rule and Incident Management
- Respond promptly to 5-Minute Rule notifications and other critical operational incidents.
- Coordinate responses to safety concerns, workplace injuries, security incidents, fuel-related issues, drive-offs, and business interruptions.
- Ensure incidents are documented and reported in accordance with company policies.
- Communicate significant events to designated leadership and support departments.
- Respond physically to store locations when required to assess, manage, or resolve critical incidents.
Field Operations and Store Support
- Conduct store visits based on operational priorities and business needs.
- Evaluate store conditions, customer service, cleanliness, merchandising, safety, and operational standards.
- Reinforce company procedures and operating expectations.
- Identify opportunities for improvement and coach Store Managers.
- Support Shell brand standards, loyalty initiatives, foodservice execution, and promotional compliance.
Special Projects and Operational Initiatives
- Support projects and initiatives assigned by the General Manager.
- Assist with new program launches, merchandising initiatives, store improvement projects, and operational changes.
- Coordinate field execution with RAMs, Store Managers, and cross-functional partners.
- Monitor project progress, identify obstacles, and ensure timely completion of assignments.
Requirements
- High school diploma or equivalent required; college degree in Business, Management, or a related field preferred.
- Minimum 3–5 years of progressive retail operations or store leadership experience preferred.
- Experience in convenience stores, fuel retailing, or multi-unit operations strongly preferred.
- Demonstrated ability to lead teams, resolve operational challenges, and make independent decisions.
- Strong organizational, communication, problem-solving, and customer service skills.
- Experience managing staffing concerns, operational incidents, and store performance.
- Ability to manage competing priorities across multiple retail locations.
- Proficiency with Microsoft Office and applicable retail operational systems.
- Valid driver's license and ability to travel regularly between retail locations.
- Ability to fulfill mandatory on-call, after-hours, overnight, weekend, and holiday availability requirements.
- Ability to respond in person to store locations when critical operational circumstances require on-site support.
Regular Work Schedule: Thursday through Monday, 8:00 AM–5:00 PM, with Tuesday and Wednesday as regular days off.
Mandatory Availability Requirements:
- Must be available for assigned after-hours and overnight on-call responsibilities, including weekends and holidays.
- Must respond promptly to urgent operational calls, emergencies, and 5-Minute Rule escalations in accordance with company policy.
- Must be willing and able to physically respond to assigned store locations outside regular working hours when critical business needs require immediate on-site leadership.
- Must maintain reliable communication and the ability to coordinate emergency responses.
- Must demonstrate flexibility in scheduling to accommodate RAM PTO coverage, operational emergencies, and special assignments.
- Must participate in established leadership escalation and backup procedures to maintain operational continuity.