The Operations Delivery Manager is a property-based Field Operations leadership role responsible for driving operational performance, people capability, sales enablement, and execution consistency within an assigned airport or resort property. This role is embedded within one property and serves as the operational business partner to the Multi-Unit Manager, store leaders, and frontline teams. .

 Key Impact:

• Customers: Experience consistent service, strong product availability, clean and compliant stores, and reliable execution across the assigned property. 

• Store Teams: Receive clear direction, coaching, accountability, and development that strengthens leadership capability and improves store-level execution. 

People Development, Coaching & Capability Building 

• Coach store leaders and frontline teams on day-to-day operational routines, customer engagement, selling behaviors, inventory execution, compliance expectations, and consistent execution of company standards. 

• Identify capability gaps and deliver targeted coaching, training, and reinforcement to improve consistency and performance across the property. 

• Support onboarding, leadership development, succession planning, and readiness for emerging leaders within the assigned property. 

• Model clear communication, accountability, and follow-through to strengthen leadership effectiveness and team engagement. 

• Partner with the Multi-Unit Manager to reinforce performance expectations, support property-level workforce readiness, and advance action plans that improve team execution. 

Operational Excellence & Business Performance 

• Analyze operational data, including sales, labor, shrink, known loss, inventory accuracy, audit results, compliance reporting, and operational scorecards to identify trends, root causes, and priorities. 

• Lead focused action plans to improve operational performance, stabilize high-risk areas, and reduce repeat execution issues. 

• Strengthen standard operating procedures, inventory controls, merchandising execution, cash handling, compliance routines, opening and closing disciplines, and regular store-walk follow-up. 

• Monitor store execution and provide clear recommendations to improve sales, profitability, customer experience, and operating efficiency. 

• Provide actionable reporting and insights to property and field leadership on performance trends, risks, progress, and support needs. 

Risk, Compliance & Operational Controls 

• Serve as a property-level subject matter expert on operational controls, loss prevention, audits, compliance, health and safety, food safety, regulatory requirements, and partner/vendor coordination as needed. 

• Identify, diagnose, and help resolve operational risks that may impact financial results, customer experience, compliance, or team safety. 

• Partner with Profit Protection, Risk Management, Human Resources, and Field Operations to strengthen controls and support corrective action planning. 

• Support operational assessments, audit preparation, investigations, and follow-up activity to ensure issues are resolved and sustained. 

• Influence practical process improvements based on field observations, performance data, and recurring property-level challenges. 

Sales Enablement, Initiative Execution & Field Support 

• Translate company sales, merchandising, operational, and service priorities into clear direction, routines, and expectations for store leaders and teams. 

• Support execution of promotions, product launches, merchandising standards, customer engagement behaviors, and selling routines that improve commercial performance. 

• Partner with cross-functional teams to support property readiness for new initiatives, remodels, new store openings, technology rollouts, and operational changes. 

• Monitor adoption of company initiatives and provide coaching, feedback, and follow-up to ensure consistent execution across assigned locations. 

• Share property-level insights, emerging risks, execution barriers, and recommended actions with the Multi-Unit Manager and field leadership to support continuous improvement. 

Leadership Expectations, Core Competencies & Measures of Success 

• Lead through operational discipline, coaching, accountability, and partnership while serving as a trusted property-level resource for Multi-Unit Managers, store leaders, and frontline teams. 

• Demonstrate strength in retail operations, sales enablement, talent development, inventory control, shrink reduction, labor management, compliance, customer experience, and data-driven decision making. 

• Drive measurable improvement in sales execution, shrink, trading loss, audit performance, compliance results, inventory accuracy, labor productivity, initiative adoption, and team capability. 

• Balance hands-on store support with strategic problem solving, ensuring property-level priorities are translated into practical actions that teams can execute consistently. 

Salary: $73,000 - $84,500

• 3+ years of progressive retail, hospitality, airport, resort, or high-volume customer-facing operational leadership experience. 

• Demonstrated ability to lead through influence, coach store teams, support leaders, and drive accountability in a fast-paced property environment. 

• Strong understanding of retail KPIs, sales drivers, labor productivity, inventory control, shrink reduction, audit readiness, compliance, and expense management. 

• Ability to analyze performance data, identify root causes, and translate insights into clear action plans that improve business performance. 

• Experience supporting operational routines, merchandising execution, customer engagement, training reinforcement, and initiative implementation. 

• Strong communication, organization, follow-up, and cross-functional partnership skills. 

• Proficiency with Microsoft Office, operational reporting tools, and business analytics platforms. 

• Ability to work a flexible schedule, including evenings, weekends, holidays, and extended hours as business needs require. 

• Ability to maintain product knowledge and execute operational, merchandising, compliance, and customer experience standards. 

• Successful completion of required background screening, drug testing, TAM Card, airport badging, and/or security clearance, where applicable. 

About Us

WHSmith is a leading global travel retailer with over 1,700 stores across 30 countries worldwide. WHSmith North America, incorporating Marshall Retail Group (MRG) and InMotion, represents over half of the Company’s international store estate, with a collection of attractive, successful specialty retail stores located in airports and resorts across North America.

EEO/ADA/DFWP

WHSmith North America is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin/ancestry, age, gender identity, gender expression, military/veteran status, marital status, disability status or any other basis prohibited by law.