Assistant Director of Retail Operations

Pinehurst Resort; Pinehurst (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Pinehurst Resort is seeking an Assistant Director of Retail Operations to lead daily operations across the Main Golf Shop, Hotel Retail outlets, and satellite shops. You will oversee frontline teams, set service standards, and drive accountability while delivering an exceptional guest experience.

Reporting to the Director of Retail, you will shape staffing, training, and merchandising initiatives, collaborate with Golf and Hotel operations, Finance, and HR, and help improve profitability and

Qualifications

• Bachelor's degree and 5+ years of progressive retail operations experience in a hospitality or luxury setting.
• Proven leadership of large front-line teams with coaching and development focus.
• Strong business sense with budgeting, forecasting and expense control.

Responsibilities

• Oversee daily operations of the Main Golf Shop, Hotel Retail outlets, and Satellite Shops.
• Lead a team with clear expectations, accountability and performance coaching.
• Champion Pinehurst's service standards through visible leadership and guest focus.
• Set sales goals, monitor KPIs, and drive training to improve service and selling.
• Schedule and allocate labor to meet demand while preserving service quality.
• Oversee inventory controls, POS systems, and consistent operating standards.
• Partner with Retail Director on budgeting and profitability opportunities.
• Collaborate with Golf, Hotel, Finance and HR to ensure seamless operations.
• Execute departmental initiatives to elevate retail performance.

Skills

Retail leadership

Hospitality operations

Team development

Budgeting & financial

Cross-functional collaboration

Education

Bachelor's degree

Tools

Retail POS systems

Inventory management software

Job description

Culture

Join a team that's been welcoming guests for more than a century. At Pinehurst our Culture is critical to delivering a consistent guest, member and employee experience. Our Purpose is, “As the Cradle of American Golf, we honor timeless traditions and inspire legendary stories, one smile, one round, one moment at a time.” Our Values are; Genuine Hospitality, Be Trustworthy, Good Stewards and Inspired Innovation. If you’re seeking a heartfelt workplace then Pinehurst is the place for you. Every role contributes to upholding our treasured culture, performs their job duties consistently and handles other job duties as assigned in our ever-changing environment.

Culture

Join a team that's been welcoming guests for more than a century. At Pinehurst our Culture is critical to delivering a consistent guest, member and employee experience. Our Purpose is, “As the Cradle of American Golf, we honor timeless traditions and inspire legendary stories, one smile, one round, one moment at a time.” Our Values are; Genuine Hospitality, Be Trustworthy, Good Stewards and Inspired Innovation. If you’re seeking a heartfelt workplace then Pinehurst is the place for you. Every role contributes to upholding our treasured culture, performs their job duties consistently and handles other job duties as assigned in our ever-changing environment.

About Pinehurst

For more than a century, Pinehurst Resort has stood as the Cradle of American Golf, defined by championship tradition, Southern hospitality, and timeless charm. Over the past two decades, Pinehurst has embraced both preservation and progress - restoring No. 2 to Donald Ross’s original vision, pioneering back-to‑back U.S. Open and U.S. Women’s Open Championships, and becoming the USGA’s first‑ever Anchor Site. Pinehurst continues to evolve through new golf experiences, expanded hospitality offerings, destination dining, retail, partnerships, and immersive guest experiences. Our vision is to become the most trusted and admired golf and hospitality destination.

Summary

Reporting to the Director of Retail, the Assistant Director of Retail Operations is responsible for leading the day‑to‑day operations of the Retail Department, with a primary focus on team leadership, operational excellence, and delivering an exceptional guest experience. This role provides hands‑on leadership to our frontline retail teams, establishing clear expectations, driving accountability, and developing talent through ongoing coaching and training. Working closely with Retail and Golf Operations leadership, this position will strengthen service standards, support merchandising and buying initiatives, and ensure consistent execution across all retail locations.

Who You Are

• You are a dynamic, hands‑on retail leader with a passion for hospitality, operational excellence, and developing people. You understand that a world‑class retail experience is built on a foundation of strong leadership, consistent execution, and an unwavering commitment to exceptional guest service.
• You thrive in a fast‑paced, high‑volume environment and know how to lead large teams with clear expectations, accountability, and a genuine commitment to their success. You are equally comfortable coaching a team member on the sales floor, analyzing operational performance, and developing strategies to improve the guest experience.
• You lead by example, take ownership of results, and believe that investing in people is the most effective way to elevate performance.

What You’ll Do

• Help lead Retail Operations: Oversee daily operations of the Main Golf Shop, Hotel Retail outlets, and all Satellite Shops, ensuring operational excellence, efficiency, and consistent execution of standards.
• Develop and Lead People building a culture of accountability, teamwork, and high performance.
• Champion Hospitality: Deliver Pinehurst's world‑class service standards through visible leadership, employee engagement, and an unwavering commitment to the guest experience.
• Drive Sales Performance: Establish sales goals, monitor key performance indicators, and lead training initiatives that strengthen service and selling effectiveness.
• Manage Staffing and Productivity: Align scheduling and labor resources with business demand while maintaining service standards and financial discipline.
• Ensure Operational Accountability: Oversee inventory procedures, point‑of‑sale systems, internal controls, and consistent execution of retail operating standards.
• Strengthen Financial Performance: Partner with the Director of Retail on budgeting, expense management, and opportunities to improve profitability.
• Collaborate Across Departments: Work closely with Golf Operations, Hotel Operations, Finance, and Human Resources to support seamless resort operations.
• Execute Strategic Priorities: Partner with the Director of Retail to implement departmental initiatives, improve processes, and elevate overall retail performance through employee engagement actions.

EDUCATION And/or EXPERIENCE

A bachelor's degree and a minimum of five years of progressive retail operations experience, preferably in a high‑volume retail, hospitality, resort, or luxury service environment. An equivalent combination of education and experience will be considered.

Supervisory Responsibilities

This position will manage up to 50 retail employees. Responsibilities may include interviewing, hiring, appraising performance, rewarding and disciplining employees. Also responsible for addressing complaints and resolving problems.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference and volume.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and talk or hear. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position includes working both inside and outside with varying weather conditions. The noise level in the work environment is usually quiet.

Pinehurst, LLC reserves the right to transfer any Employee from his/her current job assignment or location to another job assignment or location as needed, either on a temporary or regular basis.