The Senior Manager of Enablement, Store Experience plays a key role in designing, optimizing, and enabling the processes, programs, and tools that drive efficiency and consistent execution across EZCORP stores. This leader supports the creation of operational playbooks and manages change across markets, partnering with Operations, Product, Training, Compliance, and Field Leadership to simplify workflows and standardize execution. They establish KPIs to measure adoption and performance, ensuring every initiative delivers measurable improvements in efficiency, accuracy, and customer satisfaction.
Working in close partnership with Store Experience and Digital Products teams, this role ensures that process design, program execution, and product innovation move in lockstep—translating strategic vision into operational excellence & efficiencies across all store touchpoints. Drawing on deep field experience and operational knowledge of store-level realities, this role bridges the gap between corporate strategy and frontline execution. Together, they enable seamless, scalable, and customer-centric experiences through integrated technology, workflow, and field adoption that reflects real-world store conditions and team member needs.
In addition to process and program leadership, this role supports the planning and execution of EZCORP’s two primary annual business meetings—EZ Elite and Mid-Year—which celebrate achievements, align field and corporate teams, and reinforce the company’s strategic priorities. This person ensures these events deliver operational excellence, brand alignment, and a high-impact experience for attendees.
ESSENTIAL DUTIES & RESPONSIBILITIES
Process Strategy & Roadmap: Supports delivery and communication of EZCORP's multi-year process improvement and program roadmap aligned to Store Experience strategy and business goals (speed, accuracy, efficiency, consistency, NPS, customer/team member satisfaction).Product Partnership: Work in tandem with Digital Products and other Store Experience teams to ensure process design and product capabilities are jointly prioritized, developed, and deployed with clear ownership, accountability, functional benefits and feedback loops.Program Governance: Establishes intake, prioritization, and governance frameworks ensuring resources focus on highest-impact initiatives with clear ownership, accountability, and feedback loops.Operational Process Design & Efficiency: Support in optimizing key store workflows to remove friction, reduce variance, and standardize SOPs, terminology, and process documentation across geographies; embeds continuous improvement disciplines in store operations.Pilot-to-Scale Execution: Defines pilot structure, success metrics, and scaling frameworks for new processes, tools, and initiatives; manages phased rollout and adoption planning.Change Management & Field Enablement: Partners with Training and Field Operations to design enablement materials, readiness sessions, and feedback loops that ensure sustainability and continuous improvement.Event Planning & Execution – Support planning & execution of annual EZ Elite & Mid-Year meetings which celebrate achievements and reinforce the company’s strategic priorities.Analytics & Performance Management: Defines and tracks process KPIs (cycle time, error rate, adoption, compliance, efficiency, NPS impact); uses data to drive iteration, accountability and efficiency.Cross-Functional Alignment: Partners with Store Operations, Digital Products, IT, and Field Leadership to ensure initiatives are integrated, well-sequenced, and resourced for success.Risk, Compliance & Quality: Collaborates with Legal and Compliance to ensure new processes and programs meet regulatory and policy standards while optimizing customer experience.EDUCATION & EXPERIENCE
Bachelor’s degree in Business, Operations, Industrial Engineering, or related field required.Advanced degree or professional certifications (preferred.10+ years of experience in multi-unit retail, store operations, process excellence, or program management, with prior leadership experience.Demonstrated success leading process transformation or store experience programs with measurable improvements in speed, accuracy, or customer satisfaction.Proven ability to plan and execute large-scale corporate or field meetings with operational precision and executive alignment.Experience implementing governance structures, process standardization, and change management across distributed retail networks.Strong ability to translate strategy into actionable programs, deliver cross-functional alignment, and sustain adoption at scale.EZCORP is an equal opportunity employer