Field Operations Leader: Coaching, Sales & Compliance

WHSmith North America; Nashville (TN); On-site; USD 60,000 - 100,000; Full time

Job summary

WHSmith North America is seeking an Operations Delivery Manager to lead field operations with a strong focus on performance, people development, and compliance. You will work closely with store leadership to drive sales execution, customer experience, and team effectiveness across high-volume environments.

You will coach, develop succession plans, and partner with leadership to ensure consistent execution and continuous improvement in operational standards, inventory controls, and audits.

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.
• 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.
• Must successfully complete required background checks, drug testing, TAM Card, airport badging, and security clearance requirements, where applicable.

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.
• 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.
• 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.

Skills

People development

Coaching

Operations leadership

Data-driven decisions

Communication

Microsoft Office

Analytics

Cross-functional partnerships

Tools

Microsoft Office

Reporting tools

Business analytics platforms

Job description

WHSmith North America is seeking an Operations Delivery Manager to lead field operations with a strong focus on performance, people development, and compliance. You will work closely with store leadership to drive sales execution, customer experience, and team effectiveness across high-volume environments.

You will coach, develop succession plans, and partner with leadership to ensure consistent execution and continuous improvement in operational standards, inventory controls, and audits.