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About the Role

The Director of Retail Operations is a strategic leader responsible for bridging corporate strategy and field execution. This role requires anticipating problems, aligning store teams, and translating corporate plans into actionable strategies for managers. The ideal candidate is a proactive problem-solver who builds trust across all levels of the organization to support Chip City's growth.

Responsibilities

• Act as the primary bridge between corporate functions and store-level execution for new programs, products, and initiatives.
• Translate company strategy and annual goals into clear, actionable operational plans for management.
• Anticipate and proactively design solutions for operational risks and change-management challenges.
• Represent the voice of the field in leadership discussions, ensuring operational realities are considered.
• Lead change management for new systems and processes, driving adoption and minimizing disruption.
• Partner with senior leadership on long-range planning for store growth and operational scalability.
• Oversee daily operations across all stores, focusing on consistency, efficiency, and execution.
• Ensure compliance with all SOPs, baking, beverage, merchandising, and packaging guidelines.
• Conduct regular store visits, operational audits, and quality checks.
• Maintain strict quality control and operational feedback.
• Ensure on-time, accurate execution of store activations, product launches, and promotional rollouts.
• Identify and implement operational efficiencies to enhance workflow, reduce waste, and optimize labor.
• Lead, mentor, and develop Regional and Multi-Unit Managers.
• Foster a culture of hospitality, accountability, team engagement, and brand pride.
• Coach managers through complex problems, modeling sound judgment and solutions-oriented thinking.
• Analyze store performance metrics and ensure strong execution against sales, labor, and COGS targets.
• Partner with managers to forecast labor, manage scheduling accuracy, and drive profitability.
• Review P&Ls, identify trends, and build action plans for underperforming stores.
• Communicate operational insights, risks, and opportunities to leadership.
• Uphold hospitality standards to deliver a consistent, guest-focused experience.
• Monitor guest feedback and support store teams in resolving service issues.
• Drive strong financial performance across all locations.
• Ensure consistent operational excellence through high audit scores and SOP compliance.
• Successfully roll out corporate initiatives to the field with high adoption.
• Elevate guest satisfaction by maintaining exceptional service standards.
• Develop and lead high-performing teams, improving retention and operational leadership.

Requirements

• Strong knowledge of foodservice workflows, production processes, and quality control standards.
• Expertise in operational auditing and brand-standard execution; ability to build and execute SOPs across operations.
• Proficiency in analyzing store performance metrics, including sales, labor, and COGS.
• Ability to interpret P&Ls and develop data-driven action plans based on financial trends.
• Workforce management skills, including labor forecasting and scheduling accuracy.
• Familiarity with POS systems, inventory management tools, and retail reporting platforms.
• Project management experience supporting new store openings, product launches, and cross-functional operational initiatives.
• Data-driven decision-making using guest feedback and operational KPIs.

Skills

• Strategic Leadership
• Operational Leadership
• Communication
• Cross-Functional Influence
• Data-Driven Decision Making
• Talent Development
• Team Development

Location

• Hybrid

Work Type

• Hybrid
• 2 days in office
• 3 days in stores

Experience Level

• Director

Salary/Compensations

• $110,000 – $130,000 annually