Person In Charge (PIC)

Person In Charge

The person in charge (PIC) is a designated keyholder responsible for leading store operations during assigned shifts when the store director and/or assistant store director are not present. The PIC ensures operational continuity, customer service standards, and policy compliance while providing direction and support to associates on the sales floor.

This role serves as the on-site decision maker for routine operational matters but does not replace store leadership or carry full management authority.

Key responsibilities store operations & shift leadership:

• Serve as manager on duty during assigned shifts
• Open and/or close the store following established procedures
• Ensure the store is staffed, organized, safe, and customer-ready
• Monitor store conditions including cleanliness, safety, equipment, and security
• Address operational issues and escalate concerns appropriately

Associate oversight & support:

• Provide direction and task assignment to associates during the shift
• Answer associate questions related to procedures, schedules, and basic operations
• Ensure breaks, attendance, and dress code standards are followed
• Model professional behavior and reinforce company expectations
• Communicate key information between associates and store leadership

Customer service:

• Act as the point of contact for customer concerns when leadership is unavailable
• Resolve routine customer service issues professionally and promptly
• Escalate significant customer incidents according to policy
• Maintain a visible leadership presence on the sales floor

Cash handling & asset protection:

• Support front-end operations and cash handling procedures
• Respond to register issues or discrepancies following company guidelines
• Ensure secure handling of keys, codes, and sensitive materials
• Reinforce loss prevention and asset protection practices

Safety & compliance:

• Enforce safety policies and safe work practices
• Respond to incidents or emergencies and notify store leadership as required
• Complete or assist with required documentation and reporting
• Ensure compliance with company procedures during the shift

Scope of authority:

• Acts as the on-site leader during assigned shifts
• May open and close the store
• May direct associates and assign tasks
• Does not independently conduct corrective action, performance evaluations, or terminations
• Escalates HR, payroll, and associate relations issues to store director or assistant store director