Senior Director, Retail Ops & Customer Experience

The J.Jill Group; Quincy (MA); On-site; USD 225,000 - 250,000; Full time

Benefits offered by this job

Bonus Eligible

401(k) retirement plan with match

Medical, dental, vision benefits

Paid time off

Employee discounts

Associate resource groups

Job summary

The J.Jill Group seeks a Senior Director of Retail Operations & Experience to shape strategy, structure, and operating model for store growth. You will lead the home office Store Operations function and partner with field leadership to translate priorities into scalable execution.

This role blends strategic leadership with hands-on ownership, using financial and operational insights to improve processes, reporting, and customer engagement across the store fleet.

Qualifications

• Significant leadership experience in Retail Operations.
• Experience building or evolving retail operating models, processes, SOPs.
• 12+ years of progressive retail and/or Store Operations experience.
• Travel required based on business needs.

Responsibilities

• Develop and lead a comprehensive Retail Operations strategy that supports growth and customer experience.
• Establish consistent operating standards across the store fleet with clear tools and processes.
• Lead the Store Operations team, defining ownership, priorities, and accountability.
• Translate strategic priorities into operating plans, roadmaps, and field execution strategies.
• Partner with SVP Retail and cross-functional leaders to align home office and field.
• Oversee field communications, reporting, and SOP documentation; drive training and workload planning.

Skills

Retail leadership

Store operations

P&L analysis

Change management

Communication

Strategic thinking

Executive presence

Education

Bachelor's Degree

Tools

Excel

Word

Job description

The J.Jill Group seeks a Senior Director of Retail Operations & Experience to shape strategy, structure, and operating model for store growth. You will lead the home office Store Operations function and partner with field leadership to translate priorities into scalable execution.

This role blends strategic leadership with hands-on ownership, using financial and operational insights to improve processes, reporting, and customer engagement across the store fleet.