Director of Operations - Boston, United States - Leap Brands

Description

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.