Operations Delivery Lead

WHSmith North America; Las Vegas (NV); On-site; USD 65,000 - 85,000; Full time

Job summary

WHSmith North America in Las Vegas, NV, seeks an Operations Delivery Lead, Sales, to drive excellent customer experiences while guiding store teams and daily operations across locations.

The role supports Multi-Site Managers, implements sales initiatives, trains CSAs, and ensures standards in merchandising, security, cash handling, and inventory. A fast-paced airport retail environment requires leadership, strong communication, and the ability to travel between sites as needed.

Qualifications

• 1+ year of experience in a fast-paced retail environment.
• Ability to use retail technology and operational systems including Microsoft Office, Outlook, Word and Excel.
• Ability to travel between assigned store locations as needed.
• Strong customer service, problem solving, organizational, interpersonal, and written and verbal English communication skills.
• Basic math skills and accuracy when processing transactions.
• Ability to work independently and lead effectively in a fast-paced airport retail environment.
• Ability to work assigned shifts including early mornings, evenings, weekends and holidays.
• Able to perform physical retail activities including standing, walking, bending, reaching, handling merchandise and lifting up to 50 pounds.
• Must meet credentialing, screening, certification and security requirements for the location.

Responsibilities

• Support Multi-Site Managers and store leaders to align priorities and drive consistent execution.
• Greet and assist customers while supporting sales through recommendations and upselling.
• Train and support CSAs to drive sales, customer engagement, merchandising, and daily operations.
• Promote accountability and performance by resolving workplace concerns and escalating issues.
• Identify operational gaps and lead process improvements enhancing sales and customer experience.
• Support receiving, merchandising, stocking, replenishment, inventory, markdowns and displays.
• Maintain clean, safe and customer-ready store environment.
• Roll out sales initiatives, promotions, merchandising programs and operational changes.
• Communicate customer complaints, inventory concerns and feedback to management to aid improvements.
• Execute opening/closing procedures including cash handling and documentation.
• Perform other duties as assigned.

Skills

Customer service

Problem solving

Organizational skills

Interpersonal skills

Written and verbal English

Leadership

Education

High school diploma or equivalent

Tools

Microsoft Office

Outlook

Word

Excel

Job description

The Operations Delivery Lead, Sales provides an exceptional customer experience by encouraging the team to achieve sales goals and by leading and supporting store teams and daily store operations. The role supports Multi-Site Managers and store leaders in executing Company sales and operational strategies into clear, actionable direction for store teams. The Operations Delivery Lead, Sales promotes consistent execution of sales, merchandising, customer-service, and operational standards while providing hands‑on support within assigned store locations.

Core Responsibilities

• Support Multi‑Site Managers and store leaders to align priorities, communicate expectations, and drive consistent execution.
• Greet and assist customers while supporting sales through product recommendations and upselling.
• Train and support CSAs to drive sales, customer engagement, merchandising, and daily operational execution.
• Promote employee accountability and performance by resolving workplace concerns, supporting timely conflict resolution, and escalating issues to upper management when appropriate.
• Identify operational gaps and lead process improvements that enhance sales performance and customer experience.
• Support merchandise receiving, merchandising, stocking, replenishment, inventory activities, markdowns, and maintaining organized, customer‑ready displays.
• Maintains the cleanliness and upkeep of the store by ensuring an organized, safe, and customer‑ready environment.
• Support the rollout of sales initiatives, promotions, merchandising programs, and operational changes.
• Communicates customer complaints, inventory concerns, and field feedback to management to support process, training, and operational improvements.
• Performs and oversees opening and closing procedures, including store security, cash‑register reconciliation, deposit preparation, and required documentation.
• Perform other duties as assigned.

Job Requirements

• 1+ year of experience in a fast‑paced retail environment
• Ability to use retail technology and operational systems including Microsoft Office, Outlook, Word, and Excel.
• Ability to travel between assigned store locations as needed.
• Strong customer service, problem solving, organizational, interpersonal, and written and verbal English communication skills.
• Basic math skills and accuracy when processing transactions.
• Ability to work independently, collaboratively as part of a team and lead effectively in a fast‑paced airport retail environment while managing multiple priorities.
• Ability to work assigned shifts, which may include early mornings, evenings, weekends, and holidays, consistent with operational needs.
• Ability to perform physical retail activities, including standing, walking, bending, reaching, handling merchandise, and lifting to 50 pounds.
• Ability to accurately review product pricing, and transaction information and communicate effectively with customers and coworkers.
• Must meet and maintain all job‑related credentialing, screening, certification and security requirements applicable to the assigned location.
• Ability to follow Company policies, cash‑handling procedures, safety requirements, and airport security protocols.
• Must be able to perform the essential functions of the position, with or without reasonable accommodation

Preferred Qualifications

• High school diploma or equivalent combination of education and relevant work experience.
• Two or more years of retail leadership, operations, or supervisory experience.
• Previous experience supporting multiple retail locations or business units.

Additional Location and Role‑Specific Requirements

• Successfully complete and maintain applicable food safety (Servsafe), food‑handler, alcohol‑awareness (TAM), or similar certifications.
• Successfully complete required concept‑specific, brand‑specific, operational, or safety training.
• Additional security clearances, satisfactory criminal background checks and drug testing, and the ability to obtain and maintain required airport security credentials may be required.