Welcome to the first episode in our special Stories from the River series spotlighting the evolution and impact of Retail Operations at Broad River Retail!

In this nostalgic kickoff episode, guest host Sam Blum, Director of Customer Experience, is joined in studio by a panel of incredible pioneers who helped lay the foundation for what we now know as Retail Ops:
Kellie Jones, Senior Manager of Retail Operations,
Molly Angelo-Teisch, Associate Manager of Retail Operations – North, and
Cathy Aleman, Senior Retail Experience Manager.

Together, they take a trip down memory lane—reflecting on what Guest Services looked like nearly a decade ago, from fielding countless store calls and manually uploading documents, to the early inefficiencies that sparked a need for change.

Listeners will hear how the team navigated a major transformation—moving from a support-heavy model to a system that empowered Home Furnishing Consultants to own the guest journey, supported by new technology, training, and structure. Through it all, these Memory Makers share how they supported stores, embraced change, and built a culture focused on service, innovation, and operational excellence.

The episode wraps with reflections, pride in the journey, and a fun twist: each guest shares the theme song they think best captures the spirit of Retail Ops.

Don’t miss this foundational episode—and be sure to tune in for Part Two coming soon!

This episode on YouTube: https://youtu.be/d9hMVBQ9gWU

Visit https://www.storiesfromtheriver.com for more episodes.

Broad River Retail brought this show to you. Visit https://BroadRiverRetail.com

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