Retail Operations Leader: People, Performance & Compliance

WHSmith North America; Panama City (FL); On-site; USD 75,000 - 110,000; Full time

Job summary

WHSmith North America is seeking an Operations Manager to lead field operations, drive sales execution, and ensure compliance across high-volume stores. You will coach store leaders, analyze performance metrics, and implement action plans to improve customer experience and team effectiveness.

The role requires strong knowledge of KPIs, inventory control, and risk management, with the ability to collaborate across functions and adapt to promotions and product launches.

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

• Lead field operations and collaborate with store leadership to ensure consistent execution.
• Coach store leaders and teams on operations, customer service, sales behaviors, inventory, and compliance.
• Identify skill gaps and provide targeted coaching and development plus onboarding and succession planning.
• Partner with regional managers to strengthen team performance and readiness.
• Analyze sales, labor, inventory, shrink, audit, and compliance results to identify opportunities and risks.
• Execute action plans to improve performance and operational consistency.

Skills

Retail operations leadership

Coaching & development

KPI analysis

Inventory control

Expense management

Data-driven decision-making

Microsoft Office

Reporting tools

Business analytics platforms

Tools

Microsoft Office

Reporting tools

Business analytics platforms

Job description

WHSmith North America is seeking an Operations Manager to lead field operations, drive sales execution, and ensure compliance across high-volume stores. You will coach store leaders, analyze performance metrics, and implement action plans to improve customer experience and team effectiveness.

The role requires strong knowledge of KPIs, inventory control, and risk management, with the ability to collaborate across functions and adapt to promotions and product launches.