Senior Retail Operations Manager

The Senior Director of Retail Operations I drives commercial success across large-scale retail operations generating $30M–$60M in annual revenue. This role is responsible for delivering sales growth, profitability, and operational excellence through strategic leadership, disciplined execution, and high employee engagement. The Senior Director ensures exceptional customer experience while maintaining strong relationships with landlords, unions, ACDBE/DBE partners, and brand stakeholders. 

Key Responsibilities 

• Provide strategic leadership for multi-unit retail operations with full P&L accountability for $30M–$60M in revenue. 

• Partner with SVP/VP of Retail Operations to set revenue, expense, and profit goals; analyze KPIs and implement corrective actions to achieve targets. 

• Lead weekly and monthly operations meetings to review performance by store, category, and brand; communicate strategies covering sales, promotions, and HR initiatives. 

• Make strategic decisions on hiring, promotions, and succession planning; build diverse, high-performing leadership teams. 

• Ensure consistent execution of operational standards, opening/closing procedures, and compliance across all locations; collaborate with ACDBE partners on reporting and certification. 

• Develop and maintain strategic relationships with landlords, brand partners, and DBE stakeholders; coordinate facility maintenance and improvement projects. 

• Champion employee engagement, recognition, and inclusion programs; coach leaders to drive culture and retention. 

• Collaborate with Supply Chain, Commercial, and Marketing teams to optimize assortments, inventory turns, and promotional strategies. 

• Oversee vendor management, receiving processes, and supply chain issue resolution; ensure leadership proficiency in retail systems (MIV, CrunchTime, Kronos/UKG). 

• Execute planograms, visual merchandising, and product placement strategies to maximize revenue. 

• Resolve escalated customer and associate issues; lead change management and technology adoption initiatives. 

• Monitor market trends, competitive landscape, and consumer behavior to inform strategic decisions; ensure compliance with category management and space optimization principles. 

• Partner with Operations Controller and SVP/VP on financial decisions, scenario planning, and long-range operational strategies. 

Qualifications 

Education & Experience: 

• Bachelor’s degree in a related field (preferred; counts for 2 of the 10-year requirement). 

• Minimum 10 years of progressive retail operations experience, including 5+ years in multi-unit leadership roles. 

• Proven success managing $30M–$60M revenue portfolios and leading large teams across multiple retail concepts. 

Technical Skills 

• Advanced financial acumen with expertise in P&L management, forecasting, and KPI analysis. 

• Proficiency in retail and workforce systems: MIV, CrunchTime, Kronos/UKG (or similar). 

• Expertise in inventory control, demand planning, and vendor management. 

• Strong knowledge of category management, planogram execution, and visual merchandising standards. 

• Proficiency in MS Excel and BI tools for data-driven decision-making. 

• Familiarity with union environments, CBAs, lease agreements, and ACDBE/DBE compliance requirements. 

Competencies 

• Strategic Leadership: Sets vision and drives execution across large-scale retail operations. 

• Financial Acumen: Interprets P&L and KPIs to deliver sustainable growth and profitability. 

• Operational Excellence: Builds process discipline and continuous improvement culture. 

• Stakeholder Influence: Engages landlords, brands, unions, and ACDBE partners with credibility and solutions orientation. 

• People & Culture Leadership: Develops leaders, drives engagement, and fosters inclusive environments. 

• Decision Quality: Solves complex challenges with data-driven, strategic judgment. 

• Communication: Influences at all levels; simplifies complexity for alignment and execution. 

• Change Leadership: Champions technology adoption and process innovation to enhance efficiency and customer experience. 

Schedule & Reporting 

• Reports directly to the Senior Vice President/Vice President of Retail Operations. 

• Works a varied, rotating schedule, including early mornings, peak periods, and closing shifts to ensure operational oversight. 

• Weekend and holiday availability required based on business needs. 

• Regular on-site presence across store locations to maintain standards and engage leadership teams. 

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