Director of Retail Operations

Position Summary:

The Director of Retail Operations is responsible for leading the end-to-end operations of a growing fleet of retail stores, ensuring operational excellence, team development, and business growth. This role oversees all aspects of store performance, budget management, inventory control, customer experience, and new store development and expansion. The ideal candidate is an experienced leader with a strong background in retail operations, strategic planning, budget management and forecasting, and people management, capable of driving consistency and innovation across multiple store locations. Role is based in our NYC corporate office (3 days in office), and travel is required. 

Key Responsibilities:

Store Operations & Performance

• Lead daily operations across all store locations, ensuring operational excellence and a consistently exceptional customer experience.
• Develop, implement, and continuously improve Standard Operating Procedures (SOPs) to drive consistency, efficiency, compliance, and employee accountability.
• Analyze and act on key performance indicators (KPIs)—including sales, conversion, and operating costs—to identify and execute opportunities for improvement.
• Partner with store managers to optimize staffing levels; oversee payroll planning and budget.
• Partner with store managers to ensure beautiful upkeep of stores through strong vendor relationships, timely maintenance and repairs, and preventive schedules to avoid service disruptions.
• Maintain operational budgets in collaboration with store leadership; ensure timely and accurate invoice processing in partnership with Finance.
• Uphold brand standards across all locations, ensuring visual presentation, service levels, and operational execution reflect our brand ethos.
• Collaborate with Marketing and store teams to drive traffic and community engagement through in-store activations, events, and partnership opportunities.
• Evaluate and implement new technologies, systems, and tools that streamline store operations, improve team productivity, and elevate the customer journey.
• Stay ahead of retail trends and innovations to identify scalable solutions that enhance performance and prepare the business for future growth.
  
  

New Store Openings & Expansion:

• Serve as the strategic lead for all new store openings, overseeing end-to-end execution - from market analysis and site selection to construction, staffing, and post-launch performance.
• Collaborate closely with the Executive team to model future store build out costs, operating expenses, revenue forecasts, and profitability scenarios; provide data-driven recommendations for new market entry and expansion.
• Manage multiple simultaneous store buildouts, ensuring all projects are completed on time, within budget, and meet brand, operational, and customer experience standards.
• Partner cross-functionally with Merchandising, Design, Operations, and Finance to align store layout, back-of-house functionality, inventory planning, and staffing with brand and commercial goals.
• Own and manage the new store opening calendar and critical path, reporting progress and risks regularly to senior leadership and key stakeholders.
• Lead the hiring, onboarding, and training of new store teams to ensure readiness at launch.
• Continuously refine and document SOPs for new store openings; facilitate weekly cross-functional meetings to drive accountability, resolve blockers, and promote alignment across departments.
  
  

Team Leadership & People Management:

• Lead, train, and develop a high-performing team of store managers and corporate retail staff, fostering a culture of accountability, collaboration, and excellence.
• Oversee end-to-end people processes across the retail organization, including recruiting, onboarding, training, goal setting, and performance management.
• Partner with HR to ensure effective communication and administration of employee benefits and company policies; serve as a key resource for field teams navigating programs and procedures.
• Design and implement scalable training programs that enhance operational execution, deepen product knowledge, and elevate customer service across all store locations.
• Foster a continuous learning environment to keep store teams informed and engaged.
• Act as a culture carrier and brand ambassador, ensuring store teams embody the values and voice of the company in every customer interaction.

Inventory & Supply Chain Oversight:

• Partner with Operations, Planning, and Store teams to ensure seamless and timely execution of all inventory-related processes, including markdowns, transfers, ecommerce returns, and POS transactions.
• Drive inventory accuracy and accountability through regular cycle counts, store audits, and real-time discrepancy resolution in collaboration with cross-functional partners.
• Oversee allocation processes to ensure the right product is in the right place at the right time, based on sales performance, store capacity, and seasonal strategies.
• Lead and continuously improve physical inventory processes, ensuring efficient execution, minimized disruption to store operations, and compliance with internal controls.
• Partner closely with Planning and Merchandising to share insights on inventory flow, product performance, and replenishment opportunities that support topline and margin goals.
• Implement and enforce best practices across locations to safeguard inventory, reduce shrink, and optimize stock accuracy for both retail and omnichannel fulfillment
  
  

Qualifications:

• 10+ years of experience in retail operations management, including multi-store leadership and new store openings.
• Proven success in driving sales, improving processes, managing budgets, and leading teams.
• Strong background in inventory management, supply chain coordination, and vendor relations.
• Exceptional leadership, communication, and organizational skills.
• Comfortable working in a fast-paced, high-growth or startup environment.
• Proficiency with retail systems such as Shopify
• Experience in fashion, beauty, and/or luxury retail industries preferred.

Compensation for the role will be determined based candidate’s qualifications, skills, and experience.