Director, Retail Operations - Customer Experience

| Greater NYC Area

WW is looking for candidates to help change people's lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encourage people to move more, shift their mindset and eat healthier while enjoying the foods they love. By drawing on over five decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all.
To learn more about WW and jobs with a purpose, visit ww.com.
General Summary:

This Retail Operations and Customer Experience leader understands multi-store management and has the ability to develop operations strategies reports to the VP Retail Operations. The Director is responsible for internal and external customer experience, projects, communication, P&P, organization, process improvement, and the maintenance of that information on an on-going basis. Finally, s/he will correlate the needs of the business with the WW strategy all while training and supporting the WW Studio teams.

Key Responsibilities:

Strategy:

  • Develop key initiatives to be implemented company-wide with leadership of VP, Retail Operations and SVP, Global Customer Experience in partnership with other key stakeholders to improve operational practices
  • Participate and add value to the hiring and on-boarding of all BOH teams and develop training, as necessary, using tools developed by Retail Operations teams
  • Educate and train BOH teams on all operations standards
  • Support in identifying, training, and communicating regularly on KPIs and opportunities
  • Collaborate within Retail Operations internal and cross-functional partners on the development of a National Sales Meeting, bi-annually
  • Development and communication of a quarterly roadmap
  • Lead initiatives to improve team member experience from Operational standpoint
  • Create a spirit of cross-functional collaboration (within Retail BOH Team and the RD, DM, and Field organization) but also with other departments/Central)

Communication and Execution:

  • Annually travel to all Region's to gather information from the field on opportunities, strategies, and process improvement opportunities
  • Communicate to each individual Director on a consistent basis (Monthly TB) and have active participation and involvement in the day of the life of the RD and DM roles
  • Execute openings and moves, offsite requests and other RE projects
  • Partner with VP, Retail Operations to provide input on team member needs directly impacting Team Member Experience Operational Efficiencies:
    • Understand VOC results and reconcile feedback to address shortcomings from an Operational Perspective and foster new ideas by partnering with L & D partners
    • Support with the scheduling and coordination of inventory and cycle counts
    • Provide support and training to stores as it relates to proper inventory preparation
    • Support in the interviewing and hiring of operations team and RD/DM team members
    • Support performance management of BOH team, making recommendations when necessary and performance management when needed
    • Work to develop a clear succession plan for operations functions for each BOH position
    • Support Asset Protection in all areas of risk management, physical security, employee issues, store cash controls, inventory management, inter-store communication and audits Tactical / Day to Day Management:
    • Workforce and Payroll Management Training and Enforcement of deadlines
    • Management of P&L and Cost Savings Opportunity for Ops and Field related items working with Procurement team
    • Constantly evaluating and road-mapping opportunities within the Studio operations and make process improvement or simplification of Central strategies, train and implement when necessary
    • Train Retail Team on the POS/IT Systems and support stores on the training of new system roll-outs

Experience Required:

  • Bachelor's degree
  • Minimum Years of Experience: 7+ years of management experience in retail store operations; with 2+ years in a multi-store operational role preferred
  • Background in Operations, Communications, Project Management, Process Improvement, Field Leadership, and/or L & D
  • Strong organizational skills and ability to multi-task projects in a dynamic, fast-paced environment with shifting priorities
  • Relationship focused and strong ability to build collaborative partnerships and teams
  • Understanding of retail landscape
  • Proficient in Excel, PowerPoint and Retail Math
  • Up to 25% travel in the U.S.

As a company, our purpose is to inspire healthy habits for real life. And as an employer, we inspire the greatest people to do their best work. We provide benefits for real life to help protect your health, finances and overall wellbeing, including:

  • Competitive compensation and profit-sharing plan
  • A 401K plan to help you plan for your future, plus company match
  • Health care coverage starting on your first day
  • Tuition reimbursement and online courses to help you reach your career aspirations
  • Commuter benefits
  • Yearly well-being allowance for your physical, financial, social and emotional well-being
  • Free WW membership for you plus 3 free WW memberships for your friends and 3 for your family
  • Free fruit, snacks, and coffee to get you through your day
  • Summer Fridays, happy hours, and company outings
  • Robust employee referral bonuses
  • Developmental opportunities and assignments to grow your career

WW is an equal opportunity employer. WW does not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.

Any offer of employment is contingent upon the satisfactory results of reference and background checks.

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Location

We are in the Flatiron/Chelsea area where there are a ton of good places to eat and go out after work. Near a lot of major subway lines, easy access

What are WW (the new Weight Watchers) Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
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