Retail Operations Senior Support Specialist

Here at Three, we’ve done things differently since day one.

We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better-connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it… When these things combine, phenomenal things happen. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a supercharged and rich learning environment. We want you to become the best version of yourself.

Join us as a Retail Operations Senior Support Specialist

Reporting to the Retail Operations Excellence Manager, the Retail Operations Senior Support Specialist acts as the Voice of Retail in Operations, ensuring that Retail needs, risks and insights are clearly represented across Agile squads and cross-functional teams. You will monitor and report on all launch success, helping to develop process improvements to improve success rates with a target or Right First Time, Every time.

As part of our Agile ways of working, you will work with squads to support the successful delivery of products, propositions and system enhancements. You will do this by providing guidance to squads on operational readiness, monitoring and reporting on Retail launch performance, identifying issues and escalating them to the relevant squad for resolution and driving continuous improvement across Retail Operations.

This role has two core pillars:

1. Channel Launch Specialist (Retail Focus)
Ensuring all launches land smoothly in Retail and supporting squads with insights, actions, and impact assessment.

2. Retail Operations Excellence
Delivering Retail operational excellence, driving operational improvements, process optimisation, and high-quality execution across Retail. Success in this role requires excellent communication, strong analytical capability, an ability to work within Agile methodologies, and a proactive, structured approach to managing multiple stakeholders.

Channel Launch Specialist (Retail Focus)

• Act as the Retail representative in Agile squads, ensuring Retail considerations are understood, risks are raised early, and launch impacts are clear.
• Monitor and report on launch performance, identifying patterns, issues and blockers, and escalating them to the appropriate Product Owner, Squad or Ops lead.
• Support Retail readiness forums and activities, providing clear launch status, impact updates, risks and action tracking.
• Support post-launch reviews, analysing issues, identifying root causes and helping to ensure corrective actions are owned by the relevant squad.
• Maintain and develop Right First Time reporting, to identify operational impact and ensuring actionable insights and clear categorisation of issues.

• Support pre-deployment validation and in-store readiness checks in partnership with Retail, System Leaders and Operations.

Retail Operations Excellence

• Support the ‘Business as Usual’ activities of the Retail Operations team to ensure Retail stores are supported on a day-to-day basis from an operational perspective.
• Collaborate with your colleagues in Retail Operations to drive process improvements, identify inefficiencies, pain points and opportunities for automation.
• Partner closely with Retail Ops, Consumer & Business squads, Facilities, Finance, Vendor Management, Communications, and Store Operations.
• Maintain high-quality operational documentation, stakeholder updates and support effective communications to the Retail estate.
• Support operational planning, communications, and readiness for company-wide initiatives affecting Retail.
• Champion continuous improvement, simplification and standardisation of tools and processes across Retail Ops.
• Support Retail Operations with cross-functional tasks such as policy updates, system support, vendor escalations and operational checks.

What else it involves

• Work closely with squads to ensure Retail needs are understood in sprint planning, refinement sessions and retrospectives.
• Provide Retail impact assessments for roadmap changes, identifying operational risks early and building mitigation plans.
• Track, report and communicate operational risks and opportunities across the Retail estate.
• Enhance in-store readiness through structured pre-launch preparation and collaboration with Retail field teams.
• Drive operational insights that support improved customer experience, efficiency and retail execution.
• Represent Retail in cross-functional Agile ceremonies, working collaboratively without formal authority.
• Identify opportunities for automation (e.g., Price Book processes), collaborating with Digital or relevant squads to reduce manual workload.
• Support the completion of structured handover processes that ensure smooth transitions from change to BAU.

Skills we're looking for

• Minimum 5 years’ experience in telecommunications, retail operations, consumer electronics or IT.
• Experience working within an Agile environment or strong readiness to adopt agile ways of working.
• Strong project/programme coordination skills, able to drive clarity and structure in fast-paced environments.
• Excellent communication skills — able to translate technical or complex information into clear, action-focused updates.
• Strong analytical thinker with proven ability to identify trends, issues, and opportunities for improvement.
• Effective stakeholder management across multiple levels and functions, able to influence without authority.

Benefits of Working at Three

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our Dublin Head office location (3 days per week office based)
• Competitive salary, annual performance bonus & pension contribution
• 25 days holidays plus 2.5 company days
• Annual Leave buy or sell (buy or sell up to 5 days AL each year)
• Healthcare Insurance through our flexible benefits programme
• Life assurance, phone & laptop, subsidized canteen
• Access to learning & development tools
• Free on-site parking

You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. Apply now at: https://www.three.ie/careers #Jobs

At Three, we are committed to diversity and inclusion. As Ireland’s largest mobile telecommunications provider, we provide a better connected life for our diverse customer base, and want our teams to reflect this. We welcome and celebrate all identities and strive to create a culture of belonging where employees can thrive as their authentic selves. If you do not ‘tick every box’ in this job description, you likely have other valuable skills that would make you a great fit for one of our teams. If you feel this role is for you, then please apply! #Jobs

If you require reasonable adjustments for your interview, please let us know when scheduling your interview, or alternatively, please email aoife.omeara@three.ie Apply now at Three, a Phenomenal career awaits!