Jamie Hensley
Retail Leadership
Tucson,AZ
Summary
Professional leader with strong background in retail management. Adept at driving sales, managing inventory, and overseeing daily operations to enhance store performance. Skilled in fostering team collaboration, ensuring customer satisfaction, and adapting to changing business needs. Known for effective communication, problem-solving abilities, and results-oriented approach.
Experienced in leading retail operations, sales, and profitability strategies. Expert in team development, merchandising, and inventory control, having managed and trained teams of associates and supervisors. Proven ability to implement operational best practices, drive sales growth, and exceed performance goals.
Overview
18
18
years of professional experience
1
1
Certification
1
1
Language
Work History
Operations Assistant Store Manager
DICK'S Sporting Goods
Tucson, AZ
11.2025 - Current
- Team Leadership & Talent Development
- Supervised Shift Captains and led department teammates, conducting performance appraisals and coaching to support career development.
- Partnered with Store Manager to source, recruit, interview, and onboard talent, ensuring alignment with local community representation.
- Training & Mentorship: Lead training initiatives across sales techniques, product knowledge, customer engagement, and operational compliance.
- Culture & Inclusion: Foster a positive, high-energy work environment where teammates feel supported, respected, and motivated.
- Workforce & Payroll Management: Oversee staffing schedules, track athlete traffic trends, and optimize labor hours within the store's payroll budget.
- Streamlined fulfillment programs including BOPIS, curbside pickup, and ship-from-store to enhance customer experience.
- Business Planning: Collaborate with the Store Manager on 30/60/90-day store forecasting, sales target alignment, and performance analytics.
- Oversaw store operations during shifts as leader on duty.: Serve as the primary decision-maker during assigned shifts in the absence of the Store Manager.
- Model and drive elevated customer service behaviors on the sales floor to meet or exceed Net Promoter Score (NPS) goals.
- Issue Resolution: Act as the escalation point for complex customer inquiries or service issues, ensuring a positive resolution.
- Merchandising & Visual Standards
- Floor Set Execution: Ensure floor plans, marketing signage, price changes, and visual merchandising guidelines align with corporate brand standards.
- Inventory Control: Monitor product replenishment, backroom organization, stock density, and seasonal transitions.
- Loss Prevention, Safety & Compliance
- Shrink Management: Lead loss prevention protocols, cash handling guidelines, and regular audits to minimize product loss ("shrink").
- Ensured strict adherence to federal and state firearm compliance regulations and background check procedures.
Operations Assistant Store Manager
Lowe's Home Improvement
Tucson, AZ
12.2022 - 12.2023
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals, resulting in consistent attainment of sales targets.
- Managed scheduling, training, and inventory control to enhance workforce efficiency and minimize stock discrepancies.
- Implemented policies and standard operating procedures and managed quality, customer service, and shrink mitigation to improve operational standards.
- Enforced federal, state, local, and company rules for safety and operations, ensuring compliance and reducing workplace incidents.
- Developed operations best practices based on audits and project management team feedback, streamlining process efficiency.
- Crafted operations best practices using audits and project management team feedback, enhancing process efficiency.
- Motivated and evaluated Department Supervisors for performance improvement and goal achievement, increasing team productivity.
- Analyzed and controlled materials, supplies, and equipment operational expenses, achieving cost savings and budget adherence.
- Facilitated Department Supervisor training and education to support associate development, improving retention and promotion rates.
Store Manager
The Home Depot
Tucson, AZ
03.2020 - 07.2022
- A Store Manager (SM) at The Home Depot serves as the general manager of the store location, holding full P&L (Profit & Loss) accountability. Drove overall profitability by leading a team of Assistant Store Managers (ASMs), Department Supervisors, and Associates, and executing the three core pillars of Home Depot's retail strategy: Customer Service, In-Stock Position, and Store Appearance.
- Enhanced leadership capabilities by implementing strategic initiatives for talent development.
- Financial Management: Accountable for top-line revenue, gross margin, labor expenses, and net profitability targets across all departments.
- Talent Development: Mentored high-potential ASMs and Department Supervisors, creating a succession pipeline for future promotions.
- Market & Trend Analysis: Monitor local market conditions, commercial contractor activity, and regional competitor strategies to adjust store execution.
- Oversaw business performance metrics to ensure P&L accountability across all departments.
- Pro Desk Alignment: Partner with the Pro Sales team and Account Authority managers to build long-term relationships with local trade professionals and volume contractors.
- Performance Analytics: Analyzed daily, weekly, and monthly financial metrics (P&L reports, sales-per-hour, transaction counts) to identify sales opportunities and address operational gaps.
- Operations, In-Stock & Merchandising
- In-Stock Positioning: Ensure optimal product availability by partnering with Night Freight/Replenishment teams and monitoring inventory flow from distribution centers.
- Merchandising Execution: Collaborate with the Merchandising Execution Team (MET) to implement seasonal bay resets, endcap displays, promotional buys, and floor plans.
- Store Appearance & Standards: Maintain a clean, shoppable, and fully organized environment across indoor aisles, the Tool Rental Center, the Pro Drive-Thru, and the Garden Center.
- Service Resolution: Acted as final store-level escalation point for major customer issues and commercial contract disputes, ensuring prompt resolution.
- Strategic Leadership & Talent Bench
- Executive Leadership: Direct, coach, and evaluate the store's leadership team (Operations, Specialty, Merchandising, and Night Ops ASMs) to ensure operational consistency.
- Talent Development: Build a deep succession pipeline by mentoring high-potential ASMs and Department Supervisors for future promotion.
- Associate Engagement: Lead store Town Halls, conduct regular "Store Walks," and leverage the annual Voice of the Associate (VOA) survey feedback to drive morale and retention.
- Omnichannel Growth: Oversee operational execution of Buy Online Deliver From Store (BODFS), Buy Online Pick Up In Store (BOPIS), and Curbside Fulfillment.
- Safety, Compliance & Asset Protection
- Led the store's InFocus Safety Committee, enforced strict power equipment policies (forklifts, reach trucks), and maintained OSHA compliance to minimize workplace accidents.
- Shrink & Asset Protection: Oversee loss prevention strategies, high-value tool security, cash-handling controls, and annual physical inventory audits to reduce product shrink.
- Regulatory Compliance: Ensure total store adherence to local labor laws, hazardous material handling (HAZMAT), and corporate policy guidelines.
Operations Manager
THE HOME DEPOT INC
Tucson, AZ
03.2015 - 03.2020
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals, resulting in improved operational efficiency.
- Managed scheduling, training, and inventory control to optimize staff productivity and reduce inventory loss.
- Managed scheduling, training, and inventory control to maximize staff productivity and minimize inventory loss.
- Motivated and evaluated Department Supervisors for performance improvement and goal achievement, driving higher team engagement.
- Developed operations best practices from audits and project management team feedback, streamlining store processes.
- Analyzed and controlled materials, supplies, and equipment operational expenses, supporting budget management.
- Enforced federal, state, local, and company rules for safety and operations, maintaining a safe work environment.
- Implemented policies and standard operating procedures while overseeing quality, customer service, and shrink mitigation to improve store performance.
- Drove associate development through Department Supervisor training and education, fostering leadership growth.
Merchandising Manager
THE HOME DEPOT INC
Tucson, AZ
05.2008 - 03.2015
- Determined seasonal merchandise direction by researching and analyzing trends, ensuring product offerings aligned with market relevance.
- Determined direction for seasonal merchandise by researching and analyzing trends, increasing relevance of product offerings.
- Designed floor layouts, product displays, and shelving layouts to maximize sales and influence customer purchasing habits, improving conversion rates.
- Oversaw buying process by forecasting inventory demands and negotiating with suppliers, reducing stockouts and overstocks.
- Used historical and current business data to determine key buying trends and items, optimizing inventory selection.
- Coordinated multiple projects simultaneously, prioritizing tasks to meet deadlines and maintain operational flow.
- Drove sales through Department Supervisor development and education, enhancing team selling skills.
- Developed and educated Department Supervisors, enhancing team selling skills to drive sales growth.
- Conducted daily and weekly business walks to ensure proper store standards execution, maintaining high merchandising standards.
Education
High School Diploma -
Santa Rita High School
Tucson, AZ05-2007
High school diploma or GED - Business Administration and Management
Pima Community College
TucsonSkills
- Sales Management
- P&L Accountability
- Process/ Operations Improvement
- Mentorship Training & Development
- Cross-functional team management
- Problem-solving/ Strategic Planning
- Conflict Management
- Results-driven/ Execution excellence
- Customer Support/ Relations
- Multitasking and Organization
- Leadership
- Excellent Communication
- Attention to detail
Certification
- Driver's License April 2021 to April 2029
- Driver's License
- CPR Certification
Languages
English
Timeline
Operations Assistant Store Manager
DICK'S Sporting Goods
11.2025 - Current
Operations Assistant Store Manager
Lowe's Home Improvement
12.2022 - 12.2023
Store Manager
The Home Depot
03.2020 - 07.2022
Operations Manager
THE HOME DEPOT INC
03.2015 - 03.2020
Merchandising Manager
THE HOME DEPOT INC
05.2008 - 03.2015
High School Diploma -
Santa Rita High School
High school diploma or GED - Business Administration and Management
Pima Community College