Senior Director, Store Ops & Customer Experience

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

Benefits offered by this job

Bonus Eligible

401(k) retirement plan with match and

Medical, dental, vision

Generous paid time off

Associate discounts

Discount Marketplace

Associate resource groups

Job summary

J.Jill is seeking a Senior Director, Retail Operations & Experience to lead the Store Operations function at the home office, shaping strategy, structure, and operating model to support growth and transformation across the store fleet.

The role partners with senior leadership to improve processes, reporting, training, and workload planning, building scalable SOPs and aligning field and home office while driving customer and associate experiences and financial performance.

Qualifications

• Significant leadership experience in Retail Operations or Store Operations.
• Experience building and evolving retail operating models, processes, and SOPs.
• Broad expertise spanning field execution, communications, training, and labor planning.
• Strong P&L and business acumen with the ability to translate data into actions.
• Experience leading transformational change in a fast-paced environment.
• Excellent written and verbal communication with senior stakeholders.

Responsibilities

• Develop and lead a comprehensive Retail Operations strategy to support growth and customer experience.
• Establish consistent operating standards across the store fleet with clear tools and processes.
• Lead the Store Operations team with defined ownership, priorities, and accountability.
• Translate strategic priorities into operating plans, roadmaps, and field execution strategies.
• Partner with SVP Retail and regional leaders to align home office and field.
• Develop clear field communications, calendars, policies, and promotional directives.
• Create reporting, scorecards, and analytics to improve performance.
• Apply strong P&L and workforce analytics to staffing and operations.
• Lead change management and build a high-performing Store Operations team.

Skills

Store Operations leadership

P&L accountability

Change management

Executive communication

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree or equivalent

Tools

Excel

Word

Business reporting tools

Job description

J.Jill is seeking a Senior Director, Retail Operations & Experience to lead the Store Operations function at the home office, shaping strategy, structure, and operating model to support growth and transformation across the store fleet.

The role partners with senior leadership to improve processes, reporting, training, and workload planning, building scalable SOPs and aligning field and home office while driving customer and associate experiences and financial performance.