Assistant General Manager

WHSmith North America; Kansas City (MO); On-site; USD 95,000 - 120,000; Full time

Job summary

WHSmith North America seeks an Operations Delivery Manager to lead field operations, drive performance, and coach store leadership for superior customer experience. You will collaborate with store teams to ensure execution, inventory accuracy, and compliance across sites.

The role emphasizes data-driven decision making, strong communication, and the ability to manage schedules, onboarding, and cross-functional priorities in a fast-paced retail environment.

Qualifications

• 3+ years of retail leadership experience in high-volume operations.
• Proven ability to coach teams and drive accountability.
• Strong knowledge of KPIs, inventory control, and compliance.
• Ability to analyze performance data and develop action plans.

Responsibilities

• Lead coaching and development for store leaders and teams.
• Analyse sales, labor, inventory, shrink, audit, and compliance results to identify opportunities and risks.
• Execute action plans to improve performance and operational consistency.
• Strengthen standards, controls, merchandising, and store routines.
• Provide performance insights and recommendations to leadership.
• Drive adoption of promotions, product launches, and new initiatives.

Skills

People coaching

Operations leadership

KPI analysis

Data-driven decisions

Retail standards

Team development

Tools

MS Excel

Analytics platforms

Job description

The Operations Delivery Manager is a property-based Field Operations leader responsible for operational performance, people development, sales execution, and compliance. Working closely with store leadership, this role drives consistent execution and improves business results, customer experience, and team performance.

Core Responsibilities

People Development & Coaching

• Coach store leaders and teams on operations, customer service, sales behaviors, inventory, and compliance.
• Identify skill gaps and provide targeted coaching and development.
• Support onboarding, succession planning, and leadership growth.
• Partner with the Multi-Unit Manager to strengthen team performance and readiness.

Operational Excellence & Performance

• Analyze sales, labor, inventory, shrink, audit, and compliance results to identify opportunities and risks.
• Execute action plans that improve performance and operational consistency.
• Strengthen operational standards, controls, merchandising, and store routines.
• Provide performance insights and recommendations to leadership.

Risk, Compliance & Controls

• Support compliance, audits, loss prevention, health and safety, and operational controls.
• Identify risks, drive corrective actions, and resolve recurring issues through cross-functional partnerships.
• Support execution of sales, merchandising, service, and operational priorities.
• Drive adoption of promotions, product launches, technology rollouts, and new initiatives.
• Monitor results, coach teams, and share insights to support continuous improvement.

Leadership Expectations & Success Measures

• Lead through coaching, accountability, collaboration, and operational discipline.
• Demonstrate expertise in retail operations, talent development, compliance, inventory control, customer experience, and data-driven decision-making.
• Drive measurable improvement in sales, shrink, inventory accuracy, audit performance, labor productivity, and team capability.

Qualifications & Experience

• 3+ years of retail, hospitality, airport, resort, or high-volume operations leadership experience.
• Proven ability to coach teams, support leaders, and drive accountability in a fast-paced environment.
• Strong knowledge of retail KPIs, sales performance, labor management, inventory control, shrink reduction, compliance, and expense management.
• Ability to analyze performance data and develop action plans that improve results.
• Experience with merchandising, operational execution, training, and customer engagement.
• Strong communication, organization, follow-up, and partnership skills.
• Proficiency with Microsoft Office, reporting tools, and business analytics platforms.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Ability to maintain product knowledge and uphold operational, merchandising, compliance, and customer service standards.
• Must successfully complete required background checks, drug testing, TAM Card, airport badging, and security clearance requirements, where applicable.