Operations Delivery Manager — People, Performance & Compliance

WHSmith North America; Morrisville (NC); On-site; USD 70,000 - 100,000; Full time

Job summary

WHSmith North America is seeking an Operations Delivery Manager in Morrisville, NC. This property-based Field Operations leader drives performance, people development, sales execution, and compliance by partnering with store leadership to ensure consistent execution and strong customer experience.

The role focuses on coaching, analyzing KPIs, and implementing action plans to improve sales, inventory accuracy, and team capability while adapting to promotions and new initiatives.

Qualifications

• 3+ years of retail or high-volume operations leadership.
• Proven ability to coach teams and drive accountability.
• 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 and reporting tools.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Ability to maintain product knowledge and uphold operational, merchandising, compliance, and customer service standards.
• 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.
• 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

People development

Coaching

Retail operations

Data-driven decisions

Communication

Microsoft Office

Tools

Microsoft Office

Reporting tools

Analytics platforms

Job description

WHSmith North America is seeking an Operations Delivery Manager in Morrisville, NC. This property-based Field Operations leader drives performance, people development, sales execution, and compliance by partnering with store leadership to ensure consistent execution and strong customer experience.

The role focuses on coaching, analyzing KPIs, and implementing action plans to improve sales, inventory accuracy, and team capability while adapting to promotions and new initiatives.