Director, Store Operations Support

JOB SUMMARY

The Director of Store Operations Support, reporting to the SVP of Store Operations & Optimization, provides strategic and operational leadership to align corporate and field teams.  Key responsibilities include field communications and training, customer care, and store support.  The Director fosters a culture of efficiency, accountability, and innovation through strategic planning and cross-functional collaboration.

ESSENTIAL FUNCTIONS

• Strategic Leadership: Partner with leadership to develop and execute strategic priorities, ensuring alignment between organizational goals and functional initiatives. Drive long-term planning, setting objectives, identifying key deliverables, and anticipating future needs.  Monitor progress and outcomes, leveraging data and analytics to provide actionable insights and support reporting to leadership and stakeholders.
• Operational Excellence: Provide leadership for the execution of strategic initiatives and projects, ensuring on-time and within-scope delivery. Lead the Field Training team in developing and executing a strategic roadmap aligned with key priorities, focusing on measurable training effectiveness and impact. Manage the departmental budget, ensuring cost-effectiveness and efficient resource allocation. Identify and implement process improvements to address operational inefficiencies.
• Communication & Collaboration: Build and maintain strong cross-functional relationships to promote collaboration and alignment. This includes developing and maintaining a comprehensive communication roadmap to ensure timely and effective information sharing. Serve as liaison for hosting conferences for District Managers (DMs) and Store Directors (SDs), supporting all logistical and content-related aspects. Establish feedback mechanisms to gather input from stores and leadership regarding operational challenges, communication effectiveness, and other relevant issues, communicating these concerns to relevant departments. Manage the preparation and follow-up for critical meetings, including agendas, presentations, and action tracking.
• Customer Focus: Provide leadership to the Customer Care and Store Support teams, driving all aspects of support and escalation resolution. This encompasses setting performance goals and key metrics with SLAs, implementing process improvements, and fostering team growth through cross-training.
• Team Leadership & Development: Lead and manage teams, including hiring, developing, motivating, and directing. Lead cross-functional teams and facilitate process improvement initiatives.
• Other Responsibilities: Serve as a thought partner to leaders, providing insights and recommendations.  Manage special projects and initiatives across various functions Lead or facilitate leadership team meetings, workshops, and strategy sessions. Champion the organization’s culture and values, promoting an environment of inclusion, innovation, and accountability.

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QUALIFICATIONS

• Bachelor’s degree in Business Administration, Retail Management, or a related field preferred. Equivalent experience is considered. 
• 7 years progressive experience in multi-unit retail store operations, including customer service and store support.
• 7 years of demonstrated success in people management, including hiring, developing, motivating, and directing high-performing teams.
• Proven ability to design and deliver engaging training programs to large audiences.
• Demonstrated ability to handle complex customer escalations and confidential information with discretion and professionalism.
• Experience leading cross-functional teams and driving process improvements that enhance operational efficiency and customer satisfaction.
• Proven track record of managing complex projects and driving organizational priorities. 
• Exceptional interpersonal, communication, and relationship-building skills, with a demonstrated ability to build strong partnerships with stakeholders at all levels.
• Strong strategic thinking, problem-solving, and decision-making skills with a focus on execution and measurable results. 
• Ability to thrive in a fast-paced, dynamic retail environment and effectively manage multiple competing priorities.
• Proficient in data analysis, metrics-driven reporting, and using data to inform strategic decision-making. 
• Experience establishing and implementing effective administrative programs and procedures. 
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint). 
• Willingness to travel.