Director of Auxiliary Operations and Retail

Director of Auxiliary Operations and Retail Reporting to the Associate Vice President (AVP) for Auxiliary Services, the Director of Auxiliary Operations and Retail provides direct operational leadership for the University's auxiliary retail portfolio, including Dining Services, Bookstore Operations, Campus Retail, and leased athletic facility operations (Ice Arena). The Director is responsible for driving execution, performance, and innovation across retail and service operations, ensuring a seamless, high-quality experience for students, faculty, staff, and visitors. This position assists the AVP by providing information to inform strategic decisions with retail management and to explore opportunities for new revenue streams. In addition, the Director leads the daily management, vendor coordination, financial monitoring, and retail experience for auxiliary enterprises.

The Director ensures operational consistency, retail modernization, and strong customer engagement across all service points. Principal Duties and Responsibilities: Lead daily retail and operational performance across Dining Services, the Bookstore, Campus Retail, and Card Services, ensuring consistent service standards, visual presentation, and customer satisfaction. Serve as the primary operational liaison with major vendors (e.g., dining, bookstore, and card services), ensuring contract compliance, service quality, and effective issue resolution in coordination with the AVP. Advance retail strategy and customer engagement initiatives, including merchandising standards, sales promotions, loyalty programs, and service enhancements that drive campus participation and revenue.

Monitor and evaluate financial performance of retail operations; track key performance indicators (KPIs), sales trends, and expense controls to support fiscal goals. Coordinate operational projects and process improvements, ensuring timely implementation, follow-up, and alignment with university policies. Collaborate with Facilities Management to ensure all auxiliary venues are well-maintained, safe, and operating efficiently, including scheduling repairs, preventive maintenance, and capital improvements. Supervise operational and front-line staff, including the Auxiliary Technology Coordinator, providing direction, development, and accountability to ensure smooth daily execution and technology integration.

Support the AVP with data-driven information related to procurement activities for retail operations, such as RFP input, vendor evaluations, and contract renewals, in coordination with Procurement and under AVP oversight. Develop operational and customer experience training programs for auxiliary and vendor staff to ensure excellence in service delivery and brand consistency. Prepare and present operational reports and analytics to inform decision-making and performance reviews. Partner with campus departments and student organizations to support events, retail promotions, and community engagement opportunities tied to auxiliary services.

Represent Auxiliary Services at campus events and meetings as needed, serving as a visible leader for retail operations. Performs other duties as assigned. Management retains the right to add or change job duties at any time.

Qualifications

Required: Bachelor's degree from an accredited college or university in Business Administration, Hospitality Management, Retail Management, Finance, or a related field. A minimum of five years of progressively responsible experience in operations, third-party contracts, and facilities oversight, preferably in higher education, corporate campus services, or hospitality settings. Demonstrated expertise in retail operations, merchandising, or customer experience leadership. Strong organizational, interpersonal, and analytical skills with the ability to manage multiple priorities.

Experience

supervising staff and managing vendor or franchise relationships. Proficiency in financial reporting and operational technology. Ability to work evenings, weekends, and holidays as needed. Preferred: Master's degree in Business Administration, Hospitality Management, Higher Education Administration, or related field.

Experience

in auxiliary or retail operations within a higher education setting. Knowledge of campus card systems, facilities coordination, and retail marketing. Familiarity with branding, digital engagement, or omni-channel retail strategies. Procedure for Candidacy: Applicants should include a resume and cover letter describing how their background, skills, and education match the needs of the University.

When applying, please take a moment to carefully read and follow the steps in the application instructions.

Salary

Range $110,000.00-$125,000.00 Annually. The position may also be eligible for comprehensive benefits, including health insurance, retirement plans, and tuition assistance. Montclair State University considers factors such as, but not limited to, scope and responsibilities of the position, candidate's relevant work experience, education, skills, and internal equity, when extending an offer.

Salary

offers for internal employees who are part of a collective bargaining unit (CBU) and are applying to a position that is within a CBU will be determined in accordance with contractual provisions. Department: AVP of Auxiliary Services Position Type: Administrative Inclusion Statement: Montclair State University values access and educational excellence. We are committed to an environment of diverse perspectives which ensures that graduates will be civically engaged, committed to democracy, and prepared to thrive as global citizens. We foster a community that promotes varied experiences and voices.

We seek applicants who will contribute diverse ideas and perspectives and who value an environment that promotes educational growth and advancement for all. EEO/AA Statement: Montclair State University is an Equal Opportunity/Affirmative Action Action institution with a strong commitment to diversity. Additional information can be found on the website at www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/. Title IX and 34 C.

F. R. 106 Policy: Montclair State is required by Title IX and 34 C. F. R. 106 not to discriminate on the basis of sex or gender, and does not discriminate on the basis of sex or gender in the operation of education programs and activities.

The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details, please visit: https://www.montclair.edu/human-resources/job-seekers/.