Operations Delivery Lead

WHSmith; San Diego (CA); On-site; USD 21,000 - 30,000; Full time

Job summary

WHSmith is seeking an Operations Delivery Lead in San Diego to drive an exceptional customer experience by guiding store teams to achieve sales goals and uphold merchandising, service, and operational standards.

You will support Multi-Site Managers and store leaders, coordinate daily operations, train staff to engage customers, lead process improvements, and oversee opening/closing procedures, cash handling, and inventory activities across locations.

Qualifications

• 1+ year of experience in a fast-paced retail environment.
• Ability to travel between assigned store locations as needed.
• Strong customer service and English communication skills.
• Basic math skills and accuracy when processing transactions.
• Ability to work independently and as part of a team in a fast-paced airport retail environment.

Responsibilities

• Support Multi-Site Managers and store leaders to align priorities and drive execution.
• Greet customers and assist with product recommendations and upselling.
• Train and support staff to drive sales and customer engagement.
• Promote accountability and resolve workplace concerns with timely escalation.
• Identify operational gaps and lead process improvements to boost sales and experience.
• Support receiving, merchandising, inventory, and displays.
• Maintain clean, organized, and customer-ready store environment.
• Communicate customer feedback and inventory concerns to management.
• Handle opening and closing procedures including cash handling and security.
• Perform other duties as assigned.

Skills

Customer service

Problem solving

Team leadership

English communication

Education

High school diploma or equivalent

Tools

Microsoft Office

Outlook

Word

Excel

Job description

Share this job as a link in your status update to LinkedIn.

Job Title

Operations Delivery Lead

Location

Job Type

Full-time

Category

Operations

Education

Job Description

Job Summary

The Operations Delivery Lead 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 inexecutingCompany sales and operational strategies into clear, actionable direction for store teams. The Operations Delivery Lead promotes consistent execution of sales, merchandising,customer-service, and operational standards while providing hands‑on support within assigned store locations.

CoreResponsibilities

• SupportMulti-Site Managers and store leaders to align priorities, communicate expectations, and drive consistent execution.
• Greet andassistcustomers while supporting sales through product recommendations and upselling.
• Trainand supportCSAstodrive sales, customer engagement, merchandising,and dailyoperational execution.
• Promote employee accountability and performance byresolvingworkplace concerns, supportingtimelyconflict resolution, and escalating issues to upper management whenappropriate.
• Identifyoperational gaps and lead process improvements that enhance sales performance andcustomerexperience.
• Support merchandise receiving, merchandising, stocking, replenishment, inventory activities, markdowns, andmaintainingorganized, 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.

Pay - $18.75 per hour

Job Requirements

JobRequirements

• 1+ year ofexperience in a fast‑paced retail environment
• Ability to use retail technology and operational systemsincludingMicrosoft 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.
• Abilityto workindependently,collaboratively as part of a teamand leadeffectively 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 andmaintainall 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 securityprotocols.
• 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.
• Previousexperience supporting multiple retail locations or business units.

Additional Location and Role‑Specific Requirements

• Successfully complete andmaintainapplicable food safety (Servsafe), food‑handler, alcohol‑awareness (TAM), or similar certifications.
• Successfully completerequiredconcept‑specific, brand‑specific, operational, or safety training.
• Additionalsecurity clearances, satisfactory criminal background checks and drug testing, and the ability to obtain andmaintainrequired airport security credentials may berequired.

About Us

WHSmith is a leading global travel retailer with over 1,700 stores across 30 countries worldwide. WHSmith North America, incorporating Marshall Retail Group (MRG) and InMotion, represents over half of the Company’s international store estate, with a collection of attractive, successful specialty retail stores located in airports and resorts across North America.

EEO/ADA/DFWP

WHSmith North America is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin/ancestry, age, gender identity, gender expression, military/veteran status, marital status, disability status or any other basis prohibited by law.