Operations Delivery Manager: People & Performance

WHSmith North America; Houston (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

WHSmith North America seeks an Operations Delivery Manager to lead field operations across high-volume stores. You will partner with store leadership to drive sales execution, customer experience, and compliance while developing talent and standardizing processes.

Responsibilities include coaching leaders, analyzing performance data, implementing improvements, and ensuring adherence to merchandising, loss prevention, and safety policies, with a focus on measurable results and cross-functional

Qualifications

• 3+ years of leadership in high-volume retail or similar environments.
• Proven ability to coach teams and drive accountability.
• Strong knowledge of retail KPIs, sales, labor, inventory, compliance.
• Ability to analyze performance data and create action plans.
• Experience with merchandising, operational execution, training, and customer engagement.
• Strong communication and organizational skills.
• Proficiency with MS Office, reporting tools, and analytics platforms.
• Ability to work evenings, weekends, and holidays.
• Must complete background checks and security 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.
• 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.

Skills

Retail leadership

Coaching & People

Performance analytics

Inventory control

Compliance & risk

Operational standards

Sales execution

Cross-functional partnership

Microsoft Office

Flexible schedule

Background checks

Tools

Microsoft Office

Reporting tools

Analytics platforms

Job description

WHSmith North America seeks an Operations Delivery Manager to lead field operations across high-volume stores. You will partner with store leadership to drive sales execution, customer experience, and compliance while developing talent and standardizing processes.

Responsibilities include coaching leaders, analyzing performance data, implementing improvements, and ensuring adherence to merchandising, loss prevention, and safety policies, with a focus on measurable results and cross-functional