Operations Delivery Lead

WHSmith; Washington (District of Columbia); On-site; USD 95,000 - 125,000; Full time

Job summary

WHSmith in Washington, D.C. is seeking an Operations Delivery Lead to drive standardized retail execution across our portfolio.

You will translate enterprise priorities into clear routines, practical tools, and in-store behaviors to strengthen efficiency and consistency across locations. The role partners with field and central operations, requires 5+ years in retail operations, and a Bachelor's degree in business or related field.

Qualifications

• Bachelor's degree in business, Retail Management, Operations, or related field preferred (or equivalent experience).
• 5+ years of experience in retail operations, multi-unit leadership, or field support roles.
• Strong problem-solving, organizational, and communication skills.
• Experience leading initiatives and influencing cross-functional partners without direct authority.
• Strong understanding of store operations and retail execution drivers.

Responsibilities

• Translate company strategy into clear, actionable guidance for Multi-Site Managers and store teams.
• Drive consistency in operational standards, routines, and ways of working across locations.
• Identify process gaps, inefficiencies, or friction points that impact store execution and lead solutions.
• Develop and implement tools, playbooks, and structured routines that simplify operations.
• Support the rollout of business-critical initiatives and ensure successful field adoption.
• Partner with Field and Central Operations to align priorities and strengthen execution.
• Gather field feedback and provide insights to improve processes and decision-making.

Skills

Leadership

Retail operations

Problem solving

Organizational skills

Communication

Cross-functional collaboration

Execution planning

Store operations knowledge

Education

Bachelor's degree in business/Retail Management/Operations

Job description

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Job Title

Operations Delivery Lead

Location

Washington D.C. - US (Primary)

Job Type

Full-time

Category

Customer Service

Education

Job Description

The Retail Operations Lead enables Multi-Site Managers and field leaders to deliver consistent, high-quality retail execution across the portfolio. This role drives operational standardization, simplifies workflows, and solves execution challenges, translating enterprise priorities into clear routines, practical tools, and in-store behaviors. While not accountable for store performance, it strengthens outcomes by improving efficiency, consistency, and execution capability across locations.

Location: DCA Airport

Key Responsibilities

• Translate company strategy into clear, actionable guidance for Multi-Site Managers and store teams.
• Drive consistency in operational standards, routines, and ways of working across locations.
• Identify process gaps, inefficiencies, or friction points that impact store execution and lead solutions.
• Develop and implement tools, playbooks, and structured routines that simplify operations.
• Support the rollout of business-critical initiatives and ensure successful field adoption.
• Partner with Field and Central Operations to align priorities and strengthen execution.
• Gather field feedback and provide insights to improve processes and decision-making.

Job Requirements

• Bachelor's degree in business, Retail Management, Operations, or related field preferred (or equivalent experience).
• 5+ years of experience in retail operations, multi-unit leadership, or field support roles.
• Strong understanding of store operations and retail execution drivers.
• Proven ability to turn strategy into clear, practical execution plans.
• Experience leading initiatives and influencing cross-functional partners without direct authority.
• Strong problem-solving, organizational, and communication skills.

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.