Director, Store Operations Administration

Director, Store Operations Administration — Job Description

Position Summary

Reporting directly to the President of United Access, the Director of Store Operations Administration leads the centralized communication, content governance, and process readiness that support 43 retail stores and ~300 store employees across multiple states. This role ensures that store teams receive clear, consistent, and actionable guidance that improves execution, customer experience, and operational performance.

The director owns communication channels, maintains the intranet for store processes, manages the intake and rollout of operational initiatives, and partners cross‑functionally to eliminate friction for stores. This leader develops business presentations, drives sales‑operations alignment, oversees the development of training programs (functional leadership of 2 field trainers), and owns key KPI reporting tools used by both field and executive leadership.

This role both creates and implements store processes and plays a central role in ensuring operational consistency across regions.

Essential Responsibilities

1. Store Operations Communications Hub

• Own and manage centralized communications to all stores (~300 employees).
• Ensure messages are clear, accurate, timely, and aligned across departments.
• Coordinate input from Operations, Sales, Marketing, HR, Training, Loss Prevention, and IT.
• Build and maintain an annual communication calendar aligned with business cycles.

2. Weekly & Monthly Business Presentations

• Develop weekly and monthly presentations for store operations leadership and field audiences, synthesizing updates, KPIs, and action plans.
• Create standardized templates and storytelling formats that improve clarity, reduce prep time, and increase adoption in the field.
• Partner with Analytics/Finance as needed to validate data inputs and ensure metric definitions are consistent.

3. Intranet & Store Process Content Ownership

• Co-own the Store Operations intranet site, including structure, navigation, and usability.
• Publish and maintain SOPs, playbooks, job aids, FAQs, and process documentation.
• Manage content governance: version control, approval workflows, lifecycle management.
• Ensure the intranet is the single source of truth for store processes.

4. Process Intake, Governance & Field Readiness

• Run a structured intake process for new store initiatives and process changes, clarifying the “what/why/how/when” and store impact.
• Coordinate launch readiness: training alignment, communications, tools, and FAQs—ensuring stores receive what they need to execute.
• Collect field feedback, identify friction points, and partner with owners to simplify processes and improve compliance.

5. Stakeholder & Vendor Coordination (as applicable)

• Serve as a connector between internal teams and external partners/vendors.
• Track dependencies, timelines, and deliverables to maintain store-facing commitments.
• Ensure Sales, Operations, and Marketing are aligned on messaging and execution.

6. Measurement & Continuous Improvement

• Monitor engagement and effectiveness of store communications and web content (e.g., open rates, page views, search terms, recurring questions).
• Support the build out of training programs that improve sales effectiveness, system adoption, and customer engagement.
• Recommend improvements to content, cadence, and channels to increase comprehension and execution at the store level.
• Align sales initiatives with corporate growth priorities.
• Partner with Regional VPs of Sales to standardize best practices and ensure consistent execution.
• Strengthen sales productivity and customer experience through data-driven strategy, metrics and tactical KPI tools.

7. Operations & Vendor Partnerships

• Optimize vendor relationships to maximize value and efficiency.
• Streamline processes across sales, rentals, inventory, and BDC operations.
• Drive operational consistency across regions and with commercial sales team.

8. Cross-Functional Collaboration

• Work with Marketing to align campaigns with sales strategy and ensure seamless customer engagement.
• Partner with IT to optimize CRM, BDC platforms, and centralized reporting systems.
• Collaborate with Regional Sales Leadership to bridge strategic vision and local execution.

9. Systems & Reporting

• Lead the design of KPI dashboards and scorecards for executive decision-making.
• Ensure accurate, real-time insights into sales performance and operational health.

Minimum Qualifications

Education

• Bachelor’s degree in Business, Communications, Operations, or related field required.
• Master’s degree in Business or Organizational Leadership preferred.

Experience

• 8–10 years in retail operations, sales operations, store support, or process management.
• 3–5 years in a leadership role managing cross-functional programs or communications.
• Experience supporting multi-location retail environments required.
• Demonstrated ability to manage vendor partners and influence peers without direct authority.
• Experience designing communications, workflows, training, or content governance.

Technical Skills

• Proficient in Salesforce and related CRM tools.
• Experience with reporting systems, intranet/CMS tools, BDC systems, and collaboration platforms. Use of AI to support operational improvement
• Strong Excel, PowerPoint and storytelling capability.

Certifications (Preferred)

• PMP, Lean, Agile, or similar project management certifications.
• Prosci/other change management certification.
• Retail operations or instructional design certifications a plus.

Required Skills & Competencies

• Expertise in store operations, retail execution, and process design.
• Exceptional communication and simplification skills.
• Strong project management and governance capability.
• Ability to influence cross-functional partners and drive alignment.
• High analytical capability; comfort with KPIs and data integrity.
• Strong business acumen and understanding of sales/operations connection.
• Ability to manage high-volume, multi-channel communication workflows.
• Demonstrated skill in training program design and field enablement.
• Continuous improvement mindset.

Work Environment / Physical Requirements

• On site role (in St Louis) with possibility of hybrid schedule, with travel to store locations and regional meetings (20%-30%).
• Fast-paced environment with shifting priorities.
• Some standing/walking during store visits.