Field Operations Manager

Why Mosaic?

Consistently voted one of the best places to work, Mosaic North America gives you the opportunity to work with the world's most beloved brands that you know and use every day. Every employee is given the keys to charter new ground as they collectively live in the moment of building experiences together. We are a cast of diverse, yet like-minded individuals, and we believe in taking risks, creating shared experiences not just for our clients, but for each other, to guarantee we're making the next chapter of everyone's story the most memorable one yet.

We offer great benefits: competitive pay, performance bonus, benefits including medical, dental, vision, life insurance, 401K, HSA/FSA, paid time off, and more.

Please note: We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs, to the extent required by law.

Mosaic does not extend formal offers of employment to candidates through social media or via text messages. Mosaic also does not require candidates to remit money to obtain employment. If you are interested in employment opportunities, we strongly encourage you to visit our careers homepage at www.mosaicjobs.com. 

Responsibilities

Field Team Leadership & Performance Management

• Lead, coach, and develop a dispersed field team, setting clear performance standards and holding associates accountable for sales, in-store execution, and behavioral expectations.
• Conduct in-store behavioral assessments and observational visits; deliver structured feedback to associates, the Client Solutions Manager, and client field leadership.
• Administer performance counseling and corrective action in partnership with HR, and maintain accurate personnel records covering sales performance, assessments, and documented performance conversations.
• Ensure associates have the tools, resources, product knowledge, and support needed to meet program and client goals.
• Act as a change agent, championing program initiatives and monitoring implementation through to sustained execution. 
   

Talent Acquisition, Onboarding & Training

• Partner with Talent Acquisition and Onboarding to interview, select, and onboard field personnel on schedule.
• Deliver and reinforce field training, including client product knowledge, in-store expectations, and Mosaic policies; monitor training completion and certification compliance.
• Drive retention through consistent onboarding, recognition, and development; track and address turnover.
• Manage the off-boarding process with HR and Payroll so that separations are timely, compliant, and documented. 
   

Field Operations & Process Management

• Execute the client-agreed field strategy through territory design, scheduling, and coverage management.
• Monitor scheduling daily, approve in-store time claims and expenses, and ensure accurate payroll inputs.
• Build, document, and continuously improve field processes and best practices, and contribute to the program playbooks and SOPs that allow Mosaic to spin programs up and down quickly.
• Monitor reporting and compliance against Mosaic and client standards, including audits of in-store execution.
• Balance priorities across assigned programs, adapting processes and staffing to each program's scale and stage. 
  
  Client & Stakeholder Collaboration
• Serve as the field-level contact for client field management teams in weekly, monthly, and quarterly reviews.
• Aggregate and deliver written and verbal field insights to the client and the Client Solutions Manager, covering staffing, turnover, retention, compliance, and development opportunities.

• Collaborate with Operations, Onboarding, HR, Payroll, Finance, and Reporting to deliver on client needs and requests, and escalate risks to field performance or the client experience to the Client Solutions Manager with recommended solutions.

  Reporting & Insights

• Track field KPIs (staffing, turnover, retention, training compliance, sales performance, in-store execution) and produce recurring reports for the client and internal leadership.
• Use scorecards and dashboards to surface trends, gaps, and coaching priorities, and recommend actions. 
  
  Fiscal Management
• Understand program profitability drivers; manage field labor hours, overtime, travel, and expenses within budget.
• Support the Client Solutions Manager on labor forecasting and staffing models balancing coverage and revenue.
• Other duties as assigned. 

Qualifications

• 4+ years of territory, district, regional, or field operations management experience in retail, field marketing, or outsourced sales, managing a team dispersed across a large geographic area.
• Demonstrated success leading, coaching, and developing direct reports, including remote or dispersed field teams.
• Experience managing multiple programs, clients, or competing priorities at the same time strongly preferred.
• Working knowledge of HR practices, including employee relations, performance management, and applicable employment laws.
• Experience developing and managing cross-functional processes; project management experience preferred.
• Strong analytical and observational skills; able to anticipate client, field, and internal needs and present solutions.
• Excellent relationship-building, verbal, written, and presentation skills, with a track record of working effectively with client and senior leadership.
• Superior organizational skills, attention to detail, and follow-through; self-motivated and able to work independently.
• Proficiency in Excel/Sheets, Word/Docs, PowerPoint/Slides, and field scheduling and reporting platforms.
• Ability to quickly build proficiency with client products; consumer electronics or technology experience preferred.
• Bachelor's degree in Business, Marketing, or a related field preferred, or equivalent experience.
• Must be available to work flexible hours, which may include evenings, weekends, and holidays.
• Ability to travel for in-store visits and program launches as needed; travel is typically less than 25%.
• Valid driver's license, acceptable driving record, and reliable personal vehicle. This position requires driving on behalf of Mosaic; any DUI/DWI conviction in the past 36 months is an immediate disqualifier.