Director of Retail Operations III

Purpose 

The Director of Retail Operations III at San Jose Mineta International Airport oversees multi-unit retail operations generating $10M–$20M in annual revenue. This role is responsible for driving sales growth, profitability, and operational excellence through strategic leadership and high employee engagement. The Director ensures exceptional customer service while building strong relationships with landlords, unions, DBE/Joint Venture partners, and brand representatives. 

Key Responsibilities:

• Oversee daily operations across multiple retail locations with full accountability for operational standards and performance. 

• Drive revenue growth and profitability by analyzing KPIs, managing budgets, and implementing corrective actions. 

• Lead operations meetings and review sales performance by store, category, and brand against budget. 

• Make strategic hiring, promotion, and performance decisions while supporting diversity and inclusion initiatives. 

• Ensure execution of opening/closing procedures and collaborate with ACDBE partners on reporting and certification. 

• Develop and maintain relationships with landlords, brand partners, and DBE stakeholders. 

• Coordinate facility maintenance and improvements to uphold brand and operational standards. 

• Champion employee engagement and recognition programs aligned with company values. 

• Collaborate with Operations Controller and SVP/VP on financial decisions and strategic initiatives. 

• Optimize inventory levels and assortments in coordination with Supply Chain, Commercial, and Marketing teams. 

• Manage vendor communications, receiving processes, and supply chain issue resolution. 

• Ensure leadership proficiency in systems such as MIV, Crunch Time, and Kronos. 

• Implement planograms, visual merchandising, and product placement strategies. 

• Resolve complex customer and associate issues while driving technology adoption. 

• Monitor market trends and consumer behavior to inform operational strategies. 

Qualifications 

Education & Experience: 

• Bachelor’s degree in a related field (preferred; counts for 2 of the 8-year requirement). 

• Minimum 8 years of experience in retail operations, including 3 years in a multi-unit leadership role. 

• Proven success managing P&L, driving revenue, and leading high-performing teams in operations exceeding $10M in revenue. 

Technical Skills: 

• Expertise in retail operations, merchandising, and customer service standards. 

• Strong financial acumen with ability to analyze P&L and drive KPI results. 

• Proficiency in retail systems including MIV, Crunch Time, and Kronos. 

• Experience with inventory management, vendor relations, and supply chain coordination. 

Competencies:

• Retail Industry Knowledge – Deep understanding of travel retail concepts and multi-brand environments. 

• Financial Acumen – Ability to interpret P&L statements, analyze key metrics, and drive profitability. 

• Quality & Compliance Leadership – Proven ability to coach teams on brand standards and ensure operational compliance. 

• Stakeholder Engagement – Strong interpersonal skills to collaborate with unions, landlords, brand partners, and diverse teams. 

• Strategic Thinking – Ability to manage multiple priorities and solve complex operational challenges. 

• Communication Excellence – Skilled in interpreting and conveying complex policies and standards across all levels. 

• Business Insight – Understands long-term implications of operational planning and aligns with organizational goals. 

• Team Development – Builds positive work environments through coaching, mentoring, and leadership. 

Schedule & Reporting:

• Reports directly to the Vice President of Retail Operations. 

• Expected to work a varied and rotating schedule including early mornings, peak hours, and late-night closings. 

• Weekend and holiday availability required based on business needs. 

• On-site presence across store locations to ensure leadership visibility and operational standards.