Director of Operations

4 weeks ago

Boston, United States Leap Brands Full time

The Director of Operations will play a pivotal role in overseeing the operational efficiency and performance of our retail services across various locations. This strategic leadership position requires a seasoned professional with a strong background in multi-unit operations management, a keen eye for detail, and a passion for delivering top-notch customer service.

Responsibilities:

  1. Operational Leadership:
    • Lead and manage a team of district managers and store managers, providing guidance, support, and mentorship to ensure consistent operational standards and best practices.
    • Develop and implement operational strategies that align with the company's goals and drive enhanced customer experiences.
  2. Performance Management:
    • Monitor and analyze key performance indicators (KPIs) across all locations, identifying trends, opportunities, and areas for improvement.
    • Set performance goals and provide regular feedback to the operations team to optimize productivity, sales, and customer satisfaction.
  3. Process Improvement:
    • Evaluate current operational processes and workflows, identifying areas for streamlining and efficiency enhancement.
    • Collaborate with cross-functional teams to implement process improvements that increase productivity and reduce costs.
  4. Quality Assurance:
    • Ensure consistent adherence to company standards, policies, and procedures across all locations.
    • Implement quality control measures to maintain the highest level of service quality and customer satisfaction.
  5. Training and Development:
    • Oversee the development and delivery of training programs for store managers and staff to enhance product knowledge, customer service skills, and operational proficiency.
  6. Budget Management:
    • Work closely with the finance department to develop and manage operational budgets for each location, monitoring expenses and identifying opportunities for cost savings.
  7. Market Expansion:
    • Collaborate with the executive team to assess potential new locations and provide operational insights for successful market entry and expansion.
  8. Communication and Collaboration:
    • Foster effective communication channels between different departments, ensuring alignment on goals and objectives.
    • Collaborate with marketing and sales teams to develop strategies that drive customer engagement and loyalty.
  9. Crisis Management:
    • Develop and implement contingency plans and protocols to address unexpected operational challenges and ensure business continuity.

Qualifications:
  • Bachelor's degree in Business Administration, Retail Management, or a related field. Master's degree is a plus.
  • Minimum of 7-10 years of progressive experience in multi-unit operations management within the retail or service industry.
  • Proven track record of successfully leading and managing teams to achieve operational excellence and meet performance targets.
  • Strong analytical skills with the ability to analyze data, identify trends, and make informed decisions.
  • Excellent interpersonal and communication skills, with the ability to collaborate effectively across various teams and levels of the organization.
  • Exceptional problem-solving abilities and a customer-centric mindset.
  • Demonstrated ability to implement process improvements and drive operational efficiency.
  • Budget management and financial acumen.
  • Flexibility to travel to various locations as required.
  • Prior experience in retail services, franchise operations, or a similar industry is highly desirable.

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