Hundreds Graduate from RMA/ROMA Program, Help Strengthen the Exchange Bench
Jennifer Gilbert, who joined the Exchange four years ago a food service worker at the Fort Meade Arby’s, caught her manager’s attention with her can-do attitude and drive to learn. When the assistant manager position became vacant in April, Gilbert was temporarily promoted.
Jennifer Gilbert, an assistant manager at the Fort Meade Arby’s, is one of 118 graduates of the Restaurant Operations Academy (ROMA). Her graduation qualified her for a permanent promotion to her position.
She proved to be a natural candidate for Exchange’s Restaurant Operations Academy (ROMA) and continued to impress her coach and manager throughout the program. On July 15, Gilbert became one of more than 100 ROMA graduates, qualifying her for a permanent promotion, effective July 23. Gilbert, a military spouse, is already planning to go mobile when her husband retires in the next few years.
The Exchange’s Retail Management Academy (RMA) and ROMA are an important part of Human Resources’ focus on strengthening the bench — identifying and preparing associates who have leadership potential.
On July 15, Exchanges from all five regions recognized 294 RMA trainees, 118 ROMA trainees and 171 dedicated coaches in the eight-week program, which allows up-and-coming associates to feel confident while in an asynchronous learning environment. The graduating class was the largest in the program’s history.
“Investing time and resources into our leadership bench is a key legacy issue for the Exchange leadership team,” said Executive Vice President and Chief Human Resources Officer Dr. Patrick Oldenburgh Jr. “Congratulations to all participants and a special thank you to our coaches who are truly our bench-builders.”
Retail Management Academy graduates at the Travis Air Force Base Exchange, from left: Valery Villalobos, Cecil Baxter, Sarimar Vega, Russell Park and Katherine Rath.
The programs help with employee retention, working on multiple levels.
“The biggest issue that we’ve seen with retention is training,” said Samantha Davis, chief of corporate learning. “We’re building the entry-level bench with the RMA and ROMA program, but we’re also building the mid-level bench through the coaching program. The program is twofold now where it never was before.”
In 2021, the RMA/ROMA program became virtual, allowing associates to take courses as their schedules allowed. Regional Teams channels were created for mentoring, networking and weekly learning checkpoints for trainees and coaches.
“This is the first cycle that gives credit to coaches for coaching,” Davis said. “Whenever a coach successfully graduates a trainee, they get credit for their own curriculum in their management/executive profile.”
In RMA, associates study hardlines; loss prevention; inventory management; customer service; warehouse; workplace safety; and other subjects.
ROMA associates take courses in financial tools; building and equipment maintenance; food safety; environmental and energy management; and other aspects of restaurant operations.
“Taking the Retail Management Academy course was extremely beneficial,” said Kristy Demuth, a military spouse who was promoted from customer experience associate to shift manager at the Schofield Main Exchange in Hawaii. “It gave me the confidence I needed to grow. … I was promoted to shift manager after I graduated RMA. If it wasn’t for this program, I don’t believe I would have moved up to manager. It honestly helped me realize that I am ready.”
Jose Pangelinan of the Fort Meade Exchange, a graduate of the Retail Management Academy (RMA), will become the PX’s main computer operator.
Another success story is Gilbert’s Fort Meade teammate Jose Pangelinan, who joined the Exchange in April 2019 as a customer experience associate, then transferred to the Fort Meade main store’s e-com department and took on the lead role five months later. He was identified by the management team as a high-potential associate and applied for the RMA program.
Computers and technology are Pangelinan’s passion, so he was a natural choice for the main store’s computer operator position, also effective July 23. In his new role, he will serve as the subject matter expert on the Workforce Management Program (WFMP) and ensure that point-of-sale operations run smoothly.
From left, Fort Bragg General Manager Dale Killip with Retail Management Academy graduates Magdalene Wiggins, Brittany Batts,
Christopher Cuatt, Kasi Shoell and Wendy McMinn, and coach Natalia Meyer, Fort Bragg’s retail business manager.
The participating coaches were provided enhanced Percipio training on how to foster mentoring relationships and build partnerships for learning. Virtual meetings featured special guest appearances by Marla Smith Randolph, senior vice president for Europe/SWA/Africa Region; Randy Ramirez, HR’s vice president-talent; Stephanie Burns, West Central vice president; Rebecca Santee, Central East vice president; and Robert Rice, West Coast vice president. The second 2022 cycle of RMA/ROMA will begin Aug. 8 and run through Sept. 30. The enrollment period has closed.
“There is one change to the upcoming cycle,” Davis said. “We are now offering level one and level two coaching. If someone successfully completes the level one coaching curriculum, we’re building a level two.”
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