Retail Operations Leader: People, Performance & Compliance

WHSmith North America; United States; On-site; USD 65,000 - 95,000; Full time

Job summary

WHSmith North America is seeking an Operations Manager to lead field operations, develop people, drive sales execution, and ensure compliance across a network of stores. You will partner with store leadership to improve customer experience, inventory accuracy, and team performance.

The role requires coaching expertise, strong knowledge of retail KPIs, and the ability to implement action plans that elevate performance and adherence to standards.

Qualifications

• 3+ years of leadership in high-volume operations (retail/hospitality/airport/resort).
• Proven ability to coach teams 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 to improve results.

Responsibilities

• Coach store leaders and teams on operations, customer service, sales behaviors, inventory, and compliance.
• 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.

Skills

Retail operations leadership

Coaching and development

Data-driven decision making

Communication and teamwork

Flexibility in schedule

Background checks & safety compliance

Tools

Microsoft Office

Reporting tools

Business analytics platforms

Job description

WHSmith North America is seeking an Operations Manager to lead field operations, develop people, drive sales execution, and ensure compliance across a network of stores. You will partner with store leadership to improve customer experience, inventory accuracy, and team performance.

The role requires coaching expertise, strong knowledge of retail KPIs, and the ability to implement action plans that elevate performance and adherence to standards.