Director Retail Operations

The Director, Retail Operations is responsible for managing the day-to-day relationship with the client’s operations team while ensuring strong alignment between client expectations and field execution. This role serves as a key liaison between the client and internal teams, translating operational needs into actionable plans that drive consistent, high-quality performance.

This leader brings a strong understanding of large-scale labor models, KPI management, and operational execution, while leveraging data, field insights, and client engagement to identify opportunities, solve challenges, and improve program outcomes.

• Client Relationship Management
  Build and strengthen trusted relationships with the client’s operations teams, serving as the primary point of contact for ongoing operational alignment.
• KPI Ownership & Performance Management
  Lead the ongoing management, communication, and performance tracking of KPIs; ensure clear visibility and accountability across both client and internal teams.
• Expectation Setting & Alignment
  Establish and manage client expectations by aligning operational capabilities with realistic, achievable outcomes while maintaining a high standard of execution.
• Insight Generation & Problem Solving
  Identify execution and delivery opportunities through data analysis, client discussions, and field observations; provide actionable recommendations to improve performance.
• Cross‑Functional Partnership
  Develop strong working relationships across internal teams including Operations, Analytics, Finance, HR, and Sales to drive positive business impact and ensure aligned execution.
• Operational Oversight & Continuous Improvement
  Support ongoing refinement of labor models and execution strategies to improve efficiency, consistency, and program effectiveness.
• Executive Communication & Reporting
  Provide regular updates to senior leadership on KPI performance, business health, risks, and opportunities through clear, data-driven communications and presentations.
• Issue Resolution & Escalation Management
  Proactively identify operational challenges and serve as a key escalation point to drive timely resolution and maintain client satisfaction.

• Bachelor’s degree required, or commensurate experience in business, operations, or a related field
• Proven experience managing client relationships within retail or field operations environments
• Strong understanding of large-scale labor models and workforce execution
• Demonstrated success managing KPIs and driving accountability across teams
• Strong cross-functional collaboration and relationship-building skills
• Excellent communication and presentation skills with the ability to influence stakeholders
• Data-driven mindset with the ability to translate insights into actionable plans
• Highly organized with strong problem-solving and decision-making capabilities

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