Job Title: Senior Director of Operations
Role Summary
The Senior Director of Retail Operations is responsible for driving consistent operational execution, performance improvement, and compliance across multiple retail locations. This role ensures that store leadership teams operate within a disciplined and standardized operating system, utilizing data and KPI performance metrics to drive excellence, implement operational improvement plans when needed, and serve as the primary liaison between corporate strategy and store-level execution.
This position acts as the operational bridge between executive leadership and retail locations, ensuring performance is measured, standardized processes are adopted, and issues are escalated and resolved efficiently.
Primary Responsibilities
Performance Management & Execution
- Track and analyze store performance across all rooftops
- Maintain and monitor enterprise KPI dashboards and scorecards
- Monitor leading and lagging indicators across the platform
- Identify performance risks and escalate concerns appropriately
- Lead and manage Business Performance Reviews
- Establish sales volume, gross profit, and market share targets for each location and monitor progress
- Identify operational gaps and lead corrective action plans in partnership with General Managers
Initiative & Execution Management
- Coordinate execution of approved operational initiatives across the platform
- Track milestones, dependencies, and adoption at each location
- Ensure consistent implementation of standardized workflows, processes, and policies
- Drive accountability with store leadership teams
- Partner with Productivity Directors and operational leaders to implement action plans
- Support training initiatives aligned with operational standards
- Lead continuous improvement initiatives focused on cost control, throughput, and operational efficiency
Data, Reporting & Escalation
- Utilize dashboards and reporting tools to identify trends, risks, and opportunities
- Provide actionable insights and recommendations to executive leadership
- Own the operational escalation process between retail locations and executive leadership
- Lead and support special operational projects as needed
Secondary Responsibilities
- Evaluate and improve the sales-to-delivery experience while ensuring compliance with customer satisfaction standards
- Support change management initiatives, including adoption of new tools, processes, and standards
- Assist in performance management, recognition, and corrective action processes
- Support store leadership recruitment, onboarding, and succession planning efforts
- Assist with audits and corrective actions related to documentation and incentive claims
- Provide operational planning support for store acquisitions, onboarding, franchise transitions, or closures
- Influence staffing, training, and vendor decisions through analysis and recommendations
Qualifications & Experience
- 15+ years of experience in automotive retail operations or performance management
- Multi-store or multi-rooftop management experience preferred
- Deep understanding of dealership operations and retail workflows
- Strong cross-functional leadership and influence skills
- Highly organized, data-driven, and execution-focused
Benefits
- Health, dental, and vision insurance
- Life insurance options
- Short-term and long-term disability insurance
- 401(k) plan with company match
- Paid time off and holiday leave
- Opportunities for professional development and growth
Equal Opportunity Statement
We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. Employment decisions are made without regard to protected status under applicable law. Reasonable accommodations are available for qualified individuals during the hiring process upon request.
