Advertised Compensation: $109,557Purpose The Director of Retail Operations IV at the Pittsburgh International Airport location leads a large, multi-unit retail portfolio generating $20M-$30M in annual revenue across 20+ stores. This role owns sales growth, profitability, and operational excellence through strategic leadership, disciplined execution, and high employee engagement. The Director ensures a best-in-class customer experience while building strong relationships with landlords, unions, ACDBE/DBE partners, and brand stakeholders in a complex, multi-brand travel retail environment.
Key Responsibilities - Oversee daily operations across a large multi-store footprint with full accountability for brand, service, and operational standards.
- Drive revenue and profit growth: analyze KPIs (sales, margin, labor %, conversion, AOV, UPT, shrink, NPS), manage budgets/forecasts, and implement corrective actions.
- Lead monthly/quarterly business reviews and operations meetings covering sales, promotions, category performance, pricing, and HR initiatives.
- Make strategic decisions on hiring, promotions, and succession; build diverse, high-performing leadership benches and execute performance management.
- Ensure consistent execution of opening/closing, cash handling, safety, and compliance procedures; collaborate with ACDBE partners on reporting and certification.
- Cultivate relationships with landlords, brand partners, and DBE stakeholders; negotiate resolutions and coordinate facility maintenance/improvement projects.
- Champion employee engagement, recognition, and inclusion; coach leaders to drive culture, retention, and productivity.
- Partner with the Operations Controller and SVP/VP on P&L decisions, scenario planning, and long-range operational strategies.
- Optimize assortments and inventory turns with Supply Chain, Commercial, and Marketing; ensure accurate ordering, receiving, and stock integrity.
- Lead vendor management and supply chain issue resolution; maintain leadership proficiency in retail systems (MIV, CrunchTime, Kronos/UKG).
- Execute planograms, visual merchandising, and product placement to maximize sales and brand compliance.
- Resolve complex customer and associate issues; lead change management and technology adoption to improve efficiency and experience.
- Monitor market trends, competition, and consumer behavior; apply category management and space optimization best practices at scale.
- Uphold union agreements (CBAs), lease obligations, and company policies; ensure audit readiness and regulatory compliance.
Qualifications Education & Experience: - Bachelor's degree in a related field (preferred; may count for 2 of the 8-year requirement).
- 8+ years of progressive retail operations experience, including 3+ years in multi-unit leadership.
- Demonstrated success owning P&L, leading large teams, and delivering results across portfolios exceeding $20M in revenue and 20+ stores.
Technical Skills - Advanced P&L management, budgeting, and KPI analysis (sales/margin, labor planning, inventory turns, shrink, conversion, NPS).
- Proficiency with retail and workforce systems: MIV, CrunchTime, Kronos/UKG (or similar).
- Expertise in inventory control, demand planning, receiving, and vendor management.
- Strong knowledge of category management, planogram execution, and visual merchandising standards.
- Fluency in MS Excel and data-driven reporting; comfort with dashboards/BI tools (preferred).
- Working knowledge of union environments, CBAs, lease obligations, and ACDBE/DBE partnership requirements.
Key Competencies - Strategic Leadership: Sets vision, translates strategy into action plans, and scales best practices across large portfolios.
- Financial Acumen: Interprets P&L and KPIs to drive margin expansion, cost control, and profitable growth.
- Operational Excellence: Builds process discipline, audit readiness, and continuous improvement mindsets.
- Stakeholder Influence: Engages landlords, brands, unions, and ACDBE partners with credibility and solutions orientation.
- People & Culture: Develops leaders, drives engagement, inclusion, and high performance through coaching and accountability.
- Decision Quality: Solves complex problems under time pressure with data-informed judgment.
- Communication: Tailors messages across all levels; simplifies complexity and aligns teams to goals.
- Change & Technology Enablement: Leads adoption of new systems and processes to improve efficiency and customer outcomes.
Schedule & Reporting - Reports directly to the Vice President of Retail Operations.
- Works a varied, rotating schedule, including early mornings, peak periods, and closing shifts to ensure coverage and performance.
- Weekend and holiday availability required based on business needs.
- Regular on-site presence across store locations to maintain standards, coach leaders, and engage frontline teams.
