Retail Field Operations Leader & Team Coach

WHSmith North America; Arlington (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

WHSmith North America seeks an Operations Delivery Manager to lead field operations, drive performance, coach leaders, and ensure sales and customer experience excellence.

You will work closely with store leadership to improve execution, monitor compliance, and develop team capabilities across high-volume environments. This role demands strong data analysis and a commitment to continuous improvement.

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.

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 operations leadership

Coaching teams

Data-driven decision making

Communication

Organizational skills

Inventory control knowledge

MS Office proficiency

Analytics tools

Tools

Microsoft Office

Reporting tools

Business analytics platforms

Job description

WHSmith North America seeks an Operations Delivery Manager to lead field operations, drive performance, coach leaders, and ensure sales and customer experience excellence.

You will work closely with store leadership to improve execution, monitor compliance, and develop team capabilities across high-volume environments. This role demands strong data analysis and a commitment to continuous improvement.