Assistant General Manager

WHSmith North America; Philadelphia (Philadelphia County); On-site; USD 85,000 - 125,000; Full time

Job summary

WHSmith North America is seeking an Operations Delivery Manager to lead field operations, drive performance, and develop teams across store networks in the United States. The role emphasizes coaching, compliance, and customer experience improvements.

You will analyze sales and inventory data, implement action plans, and partner with store leadership to sustain operational excellence, engage customers, and achieve business results.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Coaching

Leadership

Communication

Organization

Partnerships

Tools

Microsoft Office

Reporting tools

Business 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.