Director of the Operations Office (42231)

SUMMARY 

The Director of Operations serves as a key operational support partner to the Chief Operating Officer (COO) by coordinating executive priorities, maintaining visibility into operational initiatives, and ensuring timely follow-through across cross-functional activities. This position focuses on operational excellence, safety and revenue optimization while ensuring consistency, efficiency and scalability across all locations.  The Director of Operations supports leadership effectiveness through executive scheduling, meeting coordination, reporting, communications, and operational administration that enable efficient decision-making and execution across Retail Operations. Success in this role is measured by effective executive time utilization, operational KPIs, and consistent follow-through across organizational priorities.

The Director of Operations Support will oversee project implementation, financial and administrative oversight, reporting and budgeting, as well as monitoring and evaluation of assigned projects. The Director of Operations Support will assist Regional Directors to increase revenue opportunities for Retail Operations. 

ESSENTIAL FUNCTIONS/DUTIES 

 

Primary Functions
 

1. Provide strategic leadership and technical, operational, financial, and managerial leadership for successful implementation of project activities.
2. Drive sales, profitability and gross margin growth for the organization. 
3. Communicate effectively, provide direction and support to other departments within the organization on projects assigned by the Chief Operating Officer.  
4. Oversee the selection of qualified vendors, assigning clear roles and responsibilities, providing effective supervision, and managing performance to ensure efficient operations.
5. Helps ensure retail operations produces the specified results and remains within budget.
6. Conduct periodic reviews to ensure accountability of all project activities as well as the accurate and timely reporting of financial deliverables and obligations.
7. Collaborate with regional retail directors on projects as needed.
8. Ensure that all projects progress in accordance with company obligations and complies with regulations and internal organizational policies.
9. Collect data and costs of projects to analysis success of project and Return on Investment (ROI) to present to management. 
10. Develop pricing strategies to maximize retail revenue.
11. Travel between sites as needed to perform tasks as assigned.
12. Perform and document routine inspections and maintenance activities.
13. Create project management charters as needed. Make changes to the project scope and schedule as need be. Involve all relevant stakeholders and ensure technical feasibility. Measure project performance using appropriate tools and techniques. 
14. Develop and implement training related to all aspects of assigned projects. 
15. Communicate effectively, provide direction and support to other departments within the organization on all assigned projects.  
16. Ability to work with limited supervision.
17. Follow all health and safety regulations.
18. Other job responsibilities may be assigned based on the overall business need.

ADDITIONAL FUNCTIONS/DUTIES 

 

1. Excellent client-facing and internal communication skills, both written and verbal
2. Proven working experience in project management 
3. Maintain a high level of technical operational skills and stay informed of the latest developments in the field 
4. Strong organizational skills including attention to detail and multitasking skills 
5. Create support in the development projects assigned in both retail and outlet operations.  
6. Research new technologies and trends and make recommendations around the implementation of programs and equipment to help the departments achieve objectives more efficiently
7. Demonstrated time management, organization and the ability to prioritize and multi-task, with focus to detail 
8. Outstanding leadership skills; inspiring interpersonal effectiveness to lead the team, train talent, and effect change; willing and able to be a “doer” and “influencer” 
9. Responsible to consistently and effectively communicate the company objectives to all store management teams through organized and scheduled conference calls and email communication as needed.  
10. Effectively collaborate with all departments/  
11.  Plan and document all aspects of assigned projects with use of project plan format 
12. Achieve training objectives by contributing appropriate information
13. Review and recommend outside vendors for projects.  
14. Perform other duties as assigned by the Chief Operating Officer

Qualifications

Key Responsibilities

Time

Leadership

25%

• Translate COO priorities into actionable business plans with clear timelines, ownership and measurable outcomes across all operational functions.
• Capture action items, assign ownership, and track progress against operational deadlines and executive commitments
• Assist in the development and implementation of store-level labor models based on sales trends, and productivity targets
• Maintain structured tracking systems and proactively follow up to support timely completion of priorities
• Escalate delays, risks, or dependencies to leadership with appropriate context and supporting information
• Lead and participate in special projects as assigned by the COO

Calendar & Time Management

20%

• Coordinate and manage the COO’s calendar, supporting alignment with established priorities and ensuring optimal use of executive time
• Support prioritization of meetings, requests, and commitments to maintain focus on high-value activities
• Prepare daily and weekly agendas and proactively identify and resolve scheduling conflicts
• Coordinate leadership travel arrangements and related logistics as needed

Meeting & Materials Preparation

20%

• Develop meeting agendas and coordinate materials, logistics, and stakeholder participation for leadership meetings and operational reviews
• Prepare structured reports, presentations, dashboards, and supporting materials
• Coordinate board, executive committee, and retail leadership meeting administration as assigned
• Document key decisions, action items, and follow-up commitments to support accountability and execution
• Ensure meetings and leadership events are organized, efficient, and focused on clear outcomes

Cross-Functional Coordination

15%

• Serve as a liaison between the COO and cross-functional teams to support timely communication and operational alignment
• Partner with Finance, IT and HR to integrate operational metrics into business intelligence.
• Facilitate communication and coordination across departments to support timely resolution of operational requests and dependencies.

Operational Support & Executive Communications

20%

• Support coordination of Retail Operations priorities, initiatives, and leadership communications
• Draft, format, and distribute executive communications, updates, reports, and presentation materials
• Maintain organized records of operational decisions, initiatives, and executive documentation
• Support expense reconciliation, budget tracking, invoice processing, and administrative reporting activities as assigned
• Monitor execution progress and elevate gaps, risks, or delays to support operational alignment and accountability

*Percentages reflect typical allocation of time and may shift based on business needs.

Scope and Impact

• Consults: COO, Retail Operations leadership, and cross-functional support teams (CEO, HR, Finance, IT)
• Partners: Administrative and operational teams supporting Retail Operations initiatives  
• Influence: Improves operational coordination, leadership responsiveness, and visibility into organizational priorities through structured communication and follow-through
• Decision Authority: Independently manages scheduling coordination, travel logistics, meeting administration, reporting workflows, and follow-up processes within established leadership priorities. Escalates conflicts, risks, and dependencies to leadership for guidance and resolution.

 

Qualifications – Education & Experience

• 5-8 years of experience in operations or related field
• Proven experience supporting senior leaders in a fast-paced environment
• Bachelor’s degree in Business, Operations, or related field preferred; equivalent experience may be substituted
• Experience coordinating across multiple departments or functions preferred

 

Qualifications – Knowledge, Skills, Abilities

• Advanced proficiency in Microsoft Excel and PowerPoint, with the ability to build structured reports, organize data, and develop executive-ready presentations
• Strong written and verbal communication skills, including drafting clear, professional communications
• High attention to detail with consistent follow-through and accountability
• Strong interpersonal skills with the ability to work effectively across teams
• Professional discretion and ability to handle confidential information
• Ability to exercise sound judgment, prioritize competing demands, and adapt in a fast-paced environment
• Professional presence and ability to interact effectively with senior leaders, external partners, and stakeholders
• General understanding of operational workflows and organizational priorities
• Strong organizational, prioritization, and time management skills with the ability to manage multiple priorities and present information in a structured, executive-ready format