Retail Operations Lead: People, Performance & Compliance

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

Job summary

WHSmith North America is seeking an Operations Manager to lead field operations, coordinate with store leadership, and drive performance across sales, customer experience, and compliance.

You will develop people, monitor KPIs, and implement processes to improve inventory accuracy, safety, and service quality. The role requires hands-on leadership in a fast-paced, high-volume retail environment.

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.
• 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.
• 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 teams

Data-driven decisions

Communication

Microsoft Office

Business analytics

Inventory control

Time management

Tools

Microsoft Office

Reporting tools

Business analytics platforms

Job description

WHSmith North America is seeking an Operations Manager to lead field operations, coordinate with store leadership, and drive performance across sales, customer experience, and compliance.

You will develop people, monitor KPIs, and implement processes to improve inventory accuracy, safety, and service quality. The role requires hands-on leadership in a fast-paced, high-volume retail environment.