Senior Director, Retail Operations & Customer Experience

J.Jill; Quincy (MA); Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Bonus Eligible

401(k) retirement plan with match

Medical, dental, vision coverage

Generous paid time off

Employee discount

Job summary

J.Jill seeks a Senior Director, Retail Operations & Experience to shape strategy and operating models for the store fleet. You will lead the home office Store Operations function, partner with field leadership, and drive scalable execution focused on the customer and associates.

You will improve processes, reporting, training, and workload planning while applying strong P&L acumen to staffing, labor, inventory, and KPIs to deliver business results.

Qualifications

• Significant leadership experience in Retail Operations or Store Operations.
• Experience building and evolving retail operating models, processes, and SOPs.
• Broad expertise across field execution, communications, training, labor, and inventory.

Responsibilities

• Lead the development of a comprehensive Retail Operations strategy for growth and customer experience.
• Establish consistent standards across the store fleet and drive execution.
• Oversee field communications, reporting, and workforce planning.
• Translate priorities into operating plans, roadmaps, and field strategies.
• Partner with senior leaders to align home office and field initiatives.

Skills

Retail Operations leadership

Store Operations

P&L management

Change management

Executive presence

Data-driven reporting

Excel/Word

Education

Bachelor's Degree or equivalent

12+ years retail leadership

Tools

Excel

Word

Business reporting tools

Job description

J.Jill seeks a Senior Director, Retail Operations & Experience to shape strategy and operating models for the store fleet. You will lead the home office Store Operations function, partner with field leadership, and drive scalable execution focused on the customer and associates.

You will improve processes, reporting, training, and workload planning while applying strong P&L acumen to staffing, labor, inventory, and KPIs to deliver business results.