Airport Operations Delivery Lead

WHSmith; Baltimore (MD); On-site; USD 85,000 - 110,000; Full time

Job summary

WHSmith seeks an Operations Delivery Manager at Baltimore/Washington International (BWI) to lead field operations, drive performance, and enable store teams to deliver consistent customer experiences. This role partners with the Multi-Unit Manager and frontline teams to embed company standards and drive results.

You will analyze performance data, coach leaders, and support onboarding and succession planning to strengthen leadership capability across the property.

Qualifications

• 3+ years of progressive retail, hospitality, airport, resort, or high-volume customer-facing operational leadership experience.
• Ability to analyze performance data and translate insights into clear action plans.
• Strong communication, organization, follow-up, and cross-functional partnership skills.

Responsibilities

• Lead day-to-day operational routines, coaching, and accountability at the property level.
• Identify capability gaps and deliver targeted coaching, training, and reinforcement.
• Support onboarding, leadership development, and succession planning for emerging leaders.
• Model clear communication and follow-through to strengthen leadership effectiveness.
• Partner with the Multi-Unit Manager to reinforce performance expectations and readiness.

Skills

Leadership

Coaching

Communication

Cross-functional teamwork

Data analysis

Tools

Microsoft Office

Operational reporting tools

Business analytics platforms

Job description

WHSmith seeks an Operations Delivery Manager at Baltimore/Washington International (BWI) to lead field operations, drive performance, and enable store teams to deliver consistent customer experiences. This role partners with the Multi-Unit Manager and frontline teams to embed company standards and drive results.

You will analyze performance data, coach leaders, and support onboarding and succession planning to strengthen leadership capability across the property.