Retail Operations Manager: People Development & Performance

WHSmith North America; Arlington (VA); On-site; USD 80,000 - 110,000; Full time

Job summary

WHSmith North America is seeking an Operations Manager to lead field operations across our retail portfolio. You will drive performance, develop store teams, ensure sales execution, and uphold compliance while partnering with store leadership.

You will analyze a range of KPIs, coach leaders, implement action plans, and oversee risk controls, training, and new initiatives. The role requires flexible scheduling including evenings and weekends, and background checks where applicable.

Qualifications

• 3+ years of retail, hospitality, airport, resort, or high-volume operations leadership experience.
• 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 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 standards.
• Must successfully complete required background checks, TAM Card, airport badging, and security clearance requirements, where applicable.

Responsibilities

• Coach store leaders 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 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.
• Drive adoption of promotions, product launches, technology rollouts, and new initiatives.
• Monitor results and coach teams for continuous improvement.

Skills

Retail leadership

Coaching teams

Data analysis

Communication skills

MS Office

Tools

MS Office

Reporting tools

Analytics platforms

Job description

WHSmith North America is seeking an Operations Manager to lead field operations across our retail portfolio. You will drive performance, develop store teams, ensure sales execution, and uphold compliance while partnering with store leadership.

You will analyze a range of KPIs, coach leaders, implement action plans, and oversee risk controls, training, and new initiatives. The role requires flexible scheduling including evenings and weekends, and background checks where applicable.