Operations Director, Retail, Attractions, & Kids Entertainment

Job Summary: The Director of Retail, Attractions and Kids Entertainment Operations primary role is to liaise between corporate support and lodge Retail, Attractions and Kids Entertainment departments to drive operational excellence and maximize department profitability. They will support the operations in our 20+ lodges across the country by identifying key drivers of performance, ensuring required resources and tools and creating action plans to track progress / maximize lodge performance. They are the voice and advocate of operational needs from the field to the corporate support team and are accountable for execution of new programs or strategies to the field. They collaborate closely with retail, attractions and kids entertainment corporate support, HR, ancillary and finance teams. The ideal candidate will possess a strong background in retail and attractions operations management, exceptional leadership skills, and a passion for delivering outstanding guest service. The individual in this role will report to the Vice President of Retail, Attractions, and Kids Entertainment.

Responsibilities: 

1) Financial Performance Review

• Conduct comprehensive financial reviews to assess performance against budget/forecast.
• Identify key drivers of performance and develop actionable plans.
• Monitor and follow up on actions for Retail, Attractions, and Kids Entertainment departments.

2) Standard Operating Procedures and Brand Standards

• Ensure adherence to operating hours, labor scheduling, and productivity.
• Validate training standards and visual presentation in stores.
• Maintain service and sales levels, inventory management, and cleanliness.
• Ensure adherence to stocking and inventory management guidance.
• Oversee preventative and corrective maintenance, store conditions, and sales/promotional strategies.
• Ensure adherence to schedules, service, and performance standards in Kid’s Entertainment.
• Monitor NPS and eNPS targets.

3) Operational Strategy and Execution

• Provide operational insights into corporate strategy and develop SOPs for new initiatives.
• Ensure effective execution of operational guidelines in the field

4) Operational Standards and Procedures

• Establish and update operational standards and procedures for consistency, efficiency, and compliance across all retail locations.

5) Business Action Plans

• Develop and implement business action plans in collaboration with the VP of Retail and Management.
• Optimize operational performance in retail stores, focusing on inventory management, staffing, customer service, and store maintenance.

6) Coaching and Training

• Coach and train field staff, including the rollout of new programs and onboarding.
• Act as Subject Matter Expert for lodge operational needs, training, and new technology implementations.
• Develop and implement training programs for store teams to achieve customer service and operational excellence

7) Lodge Director Support

• Provide guidance and support to lodge Directors of Operations (DORs) to ensure alignment with company goals.
• Assess invoice management, payment, loss prevention, and inventory practices.
• Provide effective feedback to lodge leadership.
• Serve on task forces as needed to support operational initiatives.

8) Entertainment Programming Assessment

• Evaluate entertainment programming and provide feedback to enhance performance and activities.

9) Performance Metrics Analysis

• Analyze key performance metrics and financial data to identify areas for improvement and drive results.

10) Cross-functional Collaboration

• Collaborate with merchandising, planning, retail, attractions, entertainment, HR, and finance teams to support business initiatives.

11) Budget and Resource Management

• Monitor store budgets, expenses, and resources to optimize efficiency and profitability.

12) Work Environment and Culture

• Foster a positive and inclusive work environment that values diversity, teamwork, and professional development.
• Ensure compliance with company policies, procedures, and regulatory requirements related to health, safety, and security.
• Ensure high standards of safety and cleanliness across Retail, Attractions, and Entertainment areas.

Qualifications:

• Bachelor's degree, ideally in Business Administration, Retail Management, or a related field
• 5 years of experience in retail operations management, with a proven track record of success in leadership roles overseeing multiple retail locations.
• Hands-on management of multi-unit business      
• Some experience in Attractions or Entertainment field is preferred
• Strong leadership and management skills, with
• the ability to inspire, motivate, and develop teams.      
• Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with internal and external stakeholders.
• Analytical mindset, with the ability to
• interpret data, identify trends, and make data-driven decisions.   
• Strategic thinking, with the ability to develop and execute operational strategies aligned with business objectives.      
• Knowledge of retail and attractions industry trends, best practices, and technologies.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.

Preferred Characteristics:    

• Strategic mindset, with the ability to develop and execute complex action plans aligned with business objectives     
• Expert in Retail best practices
• Willingness to ‘jump in’, lead from the front and problem-solve        
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and influence stakeholders at all levels of the organization.  
• Knowledge of retail industry trends, consumer behavior, and competitive landscape   
• Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously.
• Flexibility to travel as needed to visit stores; ~50%+ will be visiting lodges