Operations Delivery Manager: Retail Excellence & Coaching

WHSmith North America; Austin (TX); On-site; USD 70,000 - 110,000; Full time

Job summary

WHSmith North America seeks an Operations Delivery Manager to lead field operations, focusing on performance, people development, sales execution, and compliance. You will work closely with store leadership to drive consistent execution and improve business results, customer experience, and team performance.

Responsibilities include coaching, operational excellence, risk and compliance management, and data-driven decision making to elevate store operations in high-volume environments.

Qualifications

• 3+ years of retail, hospitality, airport, resort, or high-volume operations leadership experience.
• Proven ability to coach teams, support leaders, and drive accountability in a fast-paced environment.
• 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, reporting tools, and business analytics platforms.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• 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.
• Drive adoption of promotions, product launches, technology rollouts, and new initiatives.
• Monitor results, coach teams, and share insights to support continuous improvement.

Skills

Coaching

Customer service

Retail operations

KPIs

Analytics

Microsoft Office

Communication

Tools

Reporting tools

Business analytics platforms

Job description

WHSmith North America seeks an Operations Delivery Manager to lead field operations, focusing on performance, people development, sales execution, and compliance. You will work closely with store leadership to drive consistent execution and improve business results, customer experience, and team performance.

Responsibilities include coaching, operational excellence, risk and compliance management, and data-driven decision making to elevate store operations in high-volume environments.