Overview
The Senior Director, Retail Operations & Experience is a key leader within the Store Operations organization, responsible for shaping the strategy, structure, and operating model that support J.Jill's growth and transformation. This role leads the home office Store Operations function and serves as a trusted partner to field leadership, translating business priorities into scalable, practical execution across the store fleet.
The Senior Director will strengthen consistency, accountability, and field capacity by improving processes, systems, communications, reporting, training, and workload planning. The role combines strategic leadership with hands-on operational ownership, using financial and operational insights to identify opportunities, simplify work, and enable store teams to focus on the customer and deliver business results.
Responsibilities
- Develop and lead a comprehensive Retail Operations strategy that supports business growth, transformation, field capacity, scalability, and a strong customer and associate experience.
- Establish consistent operating standards and practices across the store fleet, ensuring stores have clear expectations, tools, and processes to drive consistent execution of the J.Jill customer and selling experience.
- Lead the Store Operations team and establish clear ownership, structure, priorities, and accountability across store processes, systems, communications, training, workload planning, and operational execution.
- Translate strategic business priorities into clear operating plans, roadmaps, tools, and field execution strategies; prioritize home office initiatives so stores can focus resources on the highest-value work, selling activities, and customer engagement.
- Partner closely with the SVP Retail, Regional Directors, District Managers, and cross-functional leaders to identify operational issues and opportunities, recommend solutions, and ensure strong alignment between the home office and field.
- Develop and oversee clear, consistent field communications, including operating calendars, policies, procedures, promotional and merchandising directives, special events, and other cross-functional initiatives.
- Create and evolve actionable reporting, scorecards, exception analysis, and other tools that help field leaders understand performance, identify opportunities, and improve financial results.
- Apply strong P&L and retail business acumen across labor, staffing, inventory, productivity, payroll, and key KPIs; partner with HR and field leadership on staffing models, floor coverage, and related workforce practices.
- Evaluate existing processes and documentation, eliminate non-value-added work, and build scalable SOPs, manuals, guides, and systems that are clear, user-friendly, and aligned with the J.Jill brand and operating model.
- Lead change management across Store Operations initiatives, building field understanding, adoption, and accountability as new processes, systems, and ways of working are introduced.
- Build, develop, and lead a high-performing Store Operations team through hiring, coaching, training, performance management, and accountability.
- Lead the operational planning and execution of new store openings, partnering cross-functionally to ensure stores are prepared for successful openings and consistent execution from day one.
- Oversee key store programs and operational processes, including store systems/POS enhancements, audit and loss-prevention support, field meetings, and special projects as needed.
- Identify opportunities to improve store processes and remove operational barriers that take associates away from selling, enabling teams to spend more time engaging customers and driving sales.
- Stay closely connected to retail trends, best practices, and emerging innovations, bringing forward ideas that strengthen operational effectiveness, selling behaviors, and the customer experience.
LEADERSHIP & PARTNERSHIP
- Operate as a senior thought partner within Retail, bringing recommendations and solutions forward with limited day-to-day direction.
- Build trusted relationships and credibility across field leadership, cross-functional partners, and executive stakeholders.
- Communicate directly, clearly, and confidently with audiences at all levels, including VP and executive leadership.
- Balance strategic thinking with a willingness to roll up sleeves, move with urgency, and stay close to execution.
- Serve as a visible champion of change, helping leaders and teams understand the purpose behind new initiatives and creating alignment, engagement, and accountability through periods of transformation.
Benefits, Tailored for You.
- Bonus Eligible
- 401(k) retirement plan with discretionary match and tuition reimbursement.
- Medical, dental, vision, company paid LTD/STD, and generous amount of paid time off.
- Generous associate discount; group discounts on auto, pet and homeowner insurance.
- Discount Marketplace for travel, consumer products, food, auto buying, etc.
- Associate resource groups.
Qualifications
- Significant leadership experience in Retail Operations, Store Operations, or a closely related function; experience in both field leadership and corporate Store Operations strongly preferred.
- Demonstrated experience building or evolving retail operating models, processes, systems, SOPs, or organizational structure.
- Broad Store Operations expertise spanning field execution, communications, training, workload planning, selling initiatives, labor, inventory, and store systems.
- Strong P&L and business acumen with the ability to interpret operating data and translate insights into clear actions for the field.
- Experience leading transformation, organizational change, process improvement, and team development in a fast-paced environment.
- Strong executive presence, written and verbal communication, organization, prioritization, and problem-solving skills.
- Proficiency with Excel, Word, and business reporting/communication tools; ability to develop clear, actionable documentation and presentations.
- Self-directed, curious, and adaptable, with a strong sense of urgency and an active interest in broader retail trends and innovation.
EDUCATION & EXPERIENCE:
- Bachelor's Degree in a related field or equivalent experience.
- 12+ years of progressive retail and/or Store Operations experience, including significant people leadership and experience supporting a multi-store field organization.
- Travel required based on business and field needs.
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of this position.
