Sr Director Operations

TruX Retail Partner•Salisbury, NC

8d•Remote

About The Position

The Senior Director of Operations provides strategic leadership and oversight of field operations across assigned client programs. The role is accountable for operational performance, workforce planning, execution quality, and service delivery, ensuring alignment with client expectations, program objectives, and business goals. Working with the Vice President of Program Partnerships, client leadership, corporate departments, and field leaders, the Senior Director promotes consistent execution, productivity, financial accountability, and continuous improvement. The role develops operational strategies and leadership capabilities while fostering a people-centered culture grounded in servant leadership, collaboration, accountability, and employee growth.

Requirements

8 or more years of progressive experience in retail operations, field management, workforce leadership, program execution, or a related field, including demonstrated leadership of multi-market or geographically distributed operations.
Demonstrated success leading managers and field teams, managing workforce planning and labor costs, and improving operational performance across multiple markets.
Experience monitoring key performance indicators, managing operational budgets and resources, resolving escalated issues, and maintaining service continuity.
Proven ability to build effective client and cross-functional partnerships, implement standardized processes, lead change, and drive continuous improvement.
Ability to assess operational risks, manage competing priorities, exercise sound judgment, and translate strategic objectives into actionable execution plans.
Strong operational leadership, strategic planning, and execution skills, including the ability to translate business objectives into measurable results and consistent operating standards.
Knowledge of workforce planning, labor management, productivity measurement, service delivery, quality assurance, budgeting, and resource utilization.
Strong analytical and problem-solving skills, including the ability to interpret performance data, identify trends, assess risks, and implement corrective actions.
Excellent communication, collaboration, and relationship-building skills, with the ability to influence client stakeholders, corporate partners, and geographically dispersed teams.
Ability to coach, mentor, and develop leaders while fostering accountability, employee engagement, and growth.
Strong organizational, project management, and change management skills, with the ability to lead multiple initiatives and sustain operational improvements.
Ability to balance client expectations, workforce needs, service requirements, and financial objectives while resolving complex operational challenges.
Proficiency in Microsoft Office, operational reporting tools, workforce management systems, business intelligence platforms, and other relevant business applications.
Ability to maintain confidentiality and exercise sound judgment when handling sensitive client, personnel, financial, and operational information.
Ability to sit or stand for extended periods.
Ability to travel to client meetings, corporate offices, retail locations, and program operations across assigned markets.
Occasional lifting of up to 25 pounds may be required.

Nice To Haves

Bachelor's degree preferred; equivalent relevant professional experience may be considered in lieu of a degree.
Experience with operational reporting, business intelligence platforms, workforce management systems, and project management tools preferred.

Responsibilities

Provide strategic leadership and oversight of field operations across assigned programs and markets, translating client objectives and business priorities into operational plans, execution standards, and measurable service outcomes.
Partner with client stakeholders, the Vice President of Program Partnerships, the Director of Brand Partnership, field leaders, and corporate departments to align priorities, coordinate execution, resolve escalations, and maintain service quality.
Establish and maintain consistent operating procedures, performance expectations, communication practices, and accountability measures across assigned markets, ensuring compliance with client requirements and established service levels.
Oversee workforce planning, staffing readiness, labor utilization, resource allocation, and productivity initiatives to balance service requirements, workforce capacity, and financial objectives.
Monitor operational performance against key performance indicators, service-level expectations, quality standards, and productivity targets; analyze results, identify trends and risks, and implement corrective action plans.
Lead continuous improvement initiatives to strengthen operating efficiency, execution consistency, service quality, cost control, and scalability across distributed field operations.
Support financial and resource management through budget monitoring, labor-cost oversight, resource utilization, and operational expense controls; identify opportunities to improve productivity and business results.
Lead, coach, and develop operational leaders and field teams by setting clear expectations, evaluating performance, strengthening leadership capabilities, and supporting employee engagement and succession planning.
Lead implementation of new processes, technologies, and operational initiatives, including change management and business continuity planning, to address operational risks and maintain service stability.
Provide timely, actionable reporting to executive leadership on operational results, workforce and financial trends, client concerns, risks, corrective actions, and improvement opportunities.
Ensure compliance with company policies, contractual obligations, client requirements, and applicable laws and regulations.