Director of Operations
This is a unique opportunity to join a fast-growing, multi-unit retail company that is looking for a Director of Operations. Founded in 2020, the company has grown to five locations and will add five more in 2025.
This role ensures operational excellence, drives profitability, enhances customer satisfaction, and leads high-performing teams. The Director will develop and implement best practices, streamline processes, and drive expansion efforts while maintaining the highest standards of safety, quality, and efficiency. This person will work alongside a VP of Facilities and Maintenance and VP of Talent Development.
This person will need to work three days a week at their Arlington Heights headquarters and visit their retail sites the remaining two days.
Responsibilities include:
Operational Excellence & Performance Management
- Oversee daily operations across all locations, ensuring consistency, efficiency, and compliance with company standards
- Develop and execute the company’s operational strategy to support growth and scalability.
- Establish and monitor key performance indicators (KPIs) for operational efficiency, revenue growth, and customer satisfaction
- Implement and optimize Standard Operating Procedures (SOPs) to ensure high-quality service and a smooth customer experience
- Develop and manage budgets, financial forecasts, and operational cost controls
- Drive revenue growth through membership programs, pricing strategies, and upselling initiatives
- Analyze financial data and operational reports to identify areas for improvement and increased profitability
- Identify and implement new technologies and innovations to enhance efficiency and customer experience
- Work with Leadership on expansion efforts, including site selection, construction, and market analysis for new locations
Customer Experience & Brand Management
- Ensure a superior customer experience by maintaining high standards for cleanliness, speed, and service quality
- Execute marketing and promotional strategies to drive customer acquisition and retention
- Address customer feedback and implement strategies for continuous improvement
Team Leadership & Development
- Supervise a high-performing team of area and site leaders
- Foster a culture of accountability, teamwork, and continuous improvement
- Provide leadership, coaching, and performance evaluations to ensure team engagement and success
Safety & Compliance
- Ensure compliance with all local, state, and federal regulations, including environmental and safety standards
- Coordinate with VP of Facilities and Maintenance to implement and enforce safety protocols to protect employees, customers, and assets
Qualifications & Experience:
- Minimum 7 years of experience in multi-unit operations, preferably in the retail/hospitality industry
- Proven track record of successfully leading and scaling operations
- Strong financial acumen with experience in budgeting, forecasting, and P&L management
- Exceptional leadership, coaching, and team-building skills
- Experience implementing technology and automation to enhance operations
- Ability to travel frequently to multiple locations as needed