Director of Retail Operations

Job Summary

 We are seeking a strategic and hands-on Director of Retail Operations to oversee our cookie retail operations across 50 corporate locations in 9 states and to partner closely with franchisees. Reporting directly to the Chief Operations Officer, this role will be responsible for leading district managers, optimizing performance, and ensuring consistent execution of brand standards, customer experience, and operational excellence. Must be able to travel up to 80% across multiple states, including frequent overnight stays.

Responsibilities:

 Strategic Leadership & Oversight

• Lead operations across 50 corporate stores in 9 states, ensuring alignment with company goals
• Partner with the COO to execute strategic plans and drive growth initiatives
• Establish and maintain operational standards that reflect brand values

Performance Management

• Analyze KPIs and operational data to identify trends, address gaps, and improve performance
• Drive profitability by managing labor, inventory, and store-level expenses.
• Create and monitor store-level action plans to meet targets

Team Development & Leadership

• Lead, coach, and develop regional and store-level leadership teams
• Build a high-performance culture rooted in accountability, engagement, and development
• Support succession planning and leadership training programs

Operational Excellence

• Implement and maintain consistent operational procedures across all locations
• Ensure compliance with company policies, food safety, and health regulations
• Conduct regular store visits to audit performance and provide support

Cross-Functional Collaboration

• Work closely with HR, Marketing, Finance, and Commissary Kitchen to support retail operations
• Partner with franchisees to align operational practices, brand standards, and business goals
• Contribute to cross-departmental projects including new product rollouts and campaigns
• Provide operational input for company-wide initiatives

Growth & Expansion

• Support new store openings including site setup, hiring, and training
• Develop scalable processes to support growth and ensure consistency across market.
• Identify market opportunities and support expansion strategy execution

Qualifications:

• 5+ years of multi-unit retail operations leadership across multiple states, preferably in food service or hospitality 
• Bachelor’s degree in Business, Hospitality Management, or related field
• Proven experience managing teams across multiple regions/states
• Exceptional leadership skills to effectively lead managers
• Analytical mindset with the ability to interpret data and make informed decisions
• Top level organizational and operational skills
• Pro verbal/written communication and presentation skills 

Physical Requirements: 

• Must be able to travel up to 80% across multiple states, including frequent overnight stays
• Prolonged periods standing and working on workstations or related equipment.
• Ability to navigate a commercial kitchen, stockroom, office, and lift up to 30 lbs., with or without reasonable accommodation 
• Ability to perform repetitive movements over long periods of time
• Ability to work in a high temperature environment with commercial ovens
• May need to work early mornings, nights, weekends, and holidays 
• Required to be on-call to handle emergency situations and provide support to leaders

Benefits:

• Medical, Dental, Vision, 401(k) benefits eligible
• Commuter benefits
• A free Chip City cookie and beverage each shift
• 50% Off Employee Discount
• Opportunity for career growth! Chip City is growing rapidly and opening new stores

Pay Range: $120,000 - $130,000 per year