Director of Retail Operations

Strategic Leadership & Corporate-Field Alignment

• Act as the primary bridge between corporate functions (Marketing, Supply Chain, Finance, HR), ensuring new programs, products, and initiatives land smoothly and as intended at the store level.
• Translate company strategy and annual goals into clear, actionable operational plans and priorities for Regional and Multi-Unit Managers.
• Anticipate operational risks, bottlenecks, and change-management challenges before they impact the business, and proactively design solutions rather than reacting after the fact.
• Represent the voice of the field in leadership and cross-functional discussions, ensuring corporate decisions reflect operational realities and store-level feedback.
• Lead change management for new systems, processes, and initiatives, driving adoption and minimizing disruption across the store portfolio.
• Partner with senior leadership on long-range planning for store growth, new market entry, and operational scalability.

Operational Excellence

• Oversee daily operations across all Chip City stores with a focus on consistency, efficiency, and execution.
• Ensure compliance with all SOPs, baking standards, beverage programs, merchandising, and packaging guidelines.
• Conduct regular store visits, operational audits, and quality checks to maintain brand integrity.
• Maintain strict quality control & and operational feedback.
• Ensure on-time, accurate execution of store activations, product launches, and promotional rollouts.
• Identify and implement operational efficiencies to enhance workflow, reduce waste, and optimize labor.
• Lead, mentor, and develop Regional Managers and Multi-Unit Managers, building a strong bench of future operational leaders.
• Foster a culture of hospitality, accountability, team engagement, and brand pride through Chip City's Core Values.
• Coach managers through complex or ambiguous problems, modeling sound judgment and decisive, solutions-oriented thinking.

Financial & Performance Management

• Analyze store performance metrics and ensure strong execution against sales, labor, and COGS targets.
• Partner with managers to forecast labor, manage scheduling accuracy, and drive profitability.
• Review P&Ls, identify trends, and build action plans for underperforming stores.
• Communicate operational insights, risks, and opportunities to leadership clearly and proactively.

Guest Experience

• Uphold Chip City's hospitality standards to deliver a consistent, upbeat, guest-focused experience.
• Monitor guest feedback and support store teams in resolving service issues quickly and effectively.
• Strong knowledge of foodservice workflows, production processes, and quality control standards.
• Expertise in operational auditing and brand-standard execution; ability to build and execute SOPs across operations.
• Proficiency in analyzing store performance metrics, including sales, labor, and COGS.
• Ability to interpret P&Ls and develop data-driven action plans based on financial trends.
• Workforce management skills, including labor forecasting and scheduling accuracy.
• Familiarity with POS systems, inventory management tools, and retail reporting platforms.
• Project management experience supporting new store openings, product launches, and cross-functional operational initiatives.
• Data-driven decision-making using guest feedback and operational KPIs.

KPIs/Outcomes

• Drive strong financial performance across all locations, including improvements in sales, labor efficiency, COGS, and overall store profitability.
• Ensure consistent operational excellence through high audit scores, strict SOP compliance, quality control, and efficient execution of new product launches.
• Successfully roll out corporate initiatives to the field on time and with high adoption, measured by execution consistency and manager feedback.
• Elevate guest satisfaction by maintaining exceptional service standards, monitoring feedback, and improving key metrics such as NPS and review ratings.
• Develop and lead high-performing teams, improving retention, strengthening operational leadership, and supporting successful new store openings and brand expansion.
• Strategic & Operational Leadership
• Communication & Cross-Functional Influence
• Data-Driven Decision Making
• Talent & Team Development

Supervisory Responsibilities:

Regional Managers

Hybrid - 2 days in office, 3 days in stores