Director of Auxiliary Operations and Retail

Montclair State University•Montclair, NJ

42d•$110,000 - $125,000

About The Position

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.

Requirements

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.

Nice To Haves

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.

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.