Sr. Director, Store Services & Omnichannel

Five Below; Philadelphia (Philadelphia County); On-site; USD 180,000 - 260,000; Full time

Job summary

Five Below seeks a Senior Director of Store Services and Omnichannel Operations to architect and scale capabilities spanning Balloon Services, Helium Procurement, and Omnichannel Services across 2,000+ stores.

The role leads a cross-functional team and partners with Merchandising, Digital, Procurement, IT, Stores, and Finance to deliver end-to-end service delivery and exceptional customer experience while driving growth.

Qualifications

• 10–12 years of experience in multi-unit retail operations, omnichannel services, supply chain, or enterprise program management.
• 5+ years of leadership experience overseeing cross-functional teams and complex operational transformations.
• Proven success managing multimillion-dollar procurement portfolios and negotiating complex vendor agreements.

Responsibilities

• Develop and communicate a multi-year enterprise strategy for Store Operations that aligns capability roadmaps with growth priorities.
• Own operational P&L levers and financial performance across a multimillion-dollar service portfolio, including helium procurement and vendor management.
• Lead operational hindsighting to extract insights and inform future roadmap design.
• Identify trends to build a forward-looking 3–5-year enterprise roadmap for Store Services & Omnichannel.
• Design and operationalize new capabilities including Same Day Delivery, omnichannel substitutions, appointment scheduling, Balloon BOPIS and delivery enablement.
• Lead operations for BOPIS, SFS, delivery partners, and helium balloon program lifecycle.

Skills

Retail operations

Omnichannel experience

P&L management

Cross-functional leadership

Strategic planning

Stakeholder collaboration

Change management

Vendor management

Education

Bachelor’s degree

MBA or advanced degree preferred

Job description

At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 27,000 associates who work at Five Below and they’ll tell you there’s no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in.

It’s all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace!

Candidate located within 30 miles from Philadelphia, Pennsylvania

POSITION SUMMARY:

The Senior Director of Store Services and Omnichannel Operations is a key enterprise leader responsible for architecting, incubating, and scaling the operational capabilities that power Five Below’s most strategic growth initiatives—including Balloon Services, Helium Supply, and Omnichannel Services. This role oversees a $10M+ helium procurement and vendor ecosystem, drives shrink mitigation and enables end-to-end service delivery across more than 2,000 stores.

A critical component of this role is leading the balloon services program as it scales 8× over the 3-year strategy horizon, as well as enabling the omnichannel operations portfolio—BOPIS, Same Day Delivery & Scheduling, and future capabilities—as it expands 5× to meet enterprise digital growth targets. You will lead the development and execution of new operating models that connect digital and physical retail, including local delivery platforms, omnichannel substitutions, appointment scheduling, and Balloon BOPIS/Delivery enablement.

You will manage a multidisciplinary team—including a project manager, omnichannel operations manager, balloon operations manager, and helium analyst—and serve as a primary thought partner to senior executives across Merchandising, Digital, Procurement, IT, Stores, and Finance. By translating enterprise priorities into operational strategies, tools, and training, you ensure our WOW Crew can execute with clarity and confidence while delivering exceptional customer experience.

JOB RESPONSIBILITIES:

Enterprise Strategy, Operational Leadership & Financial Accountability

• Develop and communicate a multi-year enterprise strategy for Store Operations that aligns capability roadmaps (Balloons, Helium, Omnichannel) with LRP priorities, including readiness for 8× balloon program expansion and 5× growth in omnichannel fulfillment volume.
• Own operational P&L levers and financial performance across a multimillion-dollar service portfolio, including accountability for $10M+ annual helium procurement, vendor management, and shrink mitigation strategies.
• Translate enterprise priorities into clear, executable operational plans that enable scalable service delivery across 2,000+ stores.
• Lead operational hindsighting to extract insights, drive continuous improvement, and inform future roadmap design.
• Identify consumer, operational, and industry trends to build a forward-looking 3–5-year enterprise roadmap for Store Services & Omnichannel.

Capability Incubation, Innovation & Enterprise Simplification

Design and operationalize new customer-facing and efficiency-driving capabilities, including:

• Same Day Delivery integrations
• Omnichannel substitutions
• Appointment scheduling
• Balloon BOPIS and delivery enablement

Omnichannel & Store Services Operations Exce llence

• Lead operations for BOPIS, SFS, third-party delivery partners (Instacart, DoorDash, Uber Eats), and future fulfillment capabilities.
• Oversee full lifecycle operations for the helium balloon program, including procurement, forecasting, shrink performance, and in-store execution.
• Develop KPI frameworks, learning plans, test designs, and scale-up playbooks to support rapid capability expansion.
• Build tools, SOPs, training, and communication frameworks that empower the WOW Crew to execute consistently and efficiently across 2,000+ stores.

Procurement, Vendor Management & Strategic Partnerships

• Lead end-to-end procurement and contract negotiations for helium and store services, securing favorable terms and ensuring operational continuity across a high-growth service portfolio.
• Manage strategic vendor partnerships, driving innovation, cost performance, simplification, and reliability through scalable frameworks and service-level accountability.
• Develop vendor scorecards, performance review cadences, and standardized operating agreements that support enterprise growth objectives.

Leadership, Team Development & Organizational Influence

• Lead and develop a high-performing team of four across project management, omnichannel operations, balloon operations, and helium analytics.
• Champion a culture of innovation, accountability, and continuous learning within the Store Strategy & Services organization.
• Drive enterprise change management, equipping field and store teams with the tools, clarity, training, and support needed to adopt new capabilities successfully.
• Influence and align executives and cross-functional partners, serving as a trusted strategic operator and thought leader.

CANDIDATE PROFILE & QUALIFICATIONS

• 10–12 years of experience in multi-unit retail operations, omnichannel services, supply chain, or enterprise program management.
• 5+ years of leadership experience overseeing cross-functional teams and complex operational transformations.
• Proven success managing multimillion-dollar procurement portfolios and negotiating complex vendor agreements.
• Deep expertise in omnichannel operations (BOPIS, Same Day Delivery, 3rd party delivery platforms) and capability incubation.
• Demonstrated success designing and scaling enterprise-wide service models, especially during periods of intensive growth (5×+).
• Strong financial and P&L management skills with ability to deliver top- and bottom-line impact.
• Strategic visionary with exceptional execution capability—able to translate opportunities into operational realities.
• Exceptional communicator, influencer, and partner to executives, field leadership, and cross-functional teams.
• Strong analytical acumen and ability to leverage data and market trends to drive innovation and performance.
• Inspiring, empathetic leader committed to developing talent and cultivating a high-performing team culture.
• Bachelor’s degree required; MBA or advanced degree preferred

Explore our benefits site to discover all the perks and support we offer! From health coverage to financial and personal wellness, we’ve got you covered—check it out today! benefits.fivebelow.com/public/welcome

Five Below is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

Five Below is committed to working with and providing reasonable accommodations for individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please submit a request and let us know the nature of your request and your contact information. crewservices.zendesk.com/hc/en-us/requests/new