Operations Delivery Manager, Sales & Training

The Operations Delivery Manager – Sales & Training is a field-based leadership role responsible for driving operational excellence, training, and execution consistency across North America while providing operational leadership support within an assigned property.

This role partners Field Operations, Multi-Unit Managers, and cross-functional teams to improve sales performance, develop leaders, implement strategic initiatives, and ensure consistent execution of company standards. Travel is required to support field operations, training, and business initiatives.

Key Responsibilities

• Provide operational leadership within an assigned property to drive sales, customer experience, compliance, and operational excellence.
• Coach and develop store leaders and frontline teams.
• Support workforce planning, scheduling, and succession planning.
• Build strong partnerships with internal and external stakeholders.
• Develop and deliver operational training programs and supporting resources.
• Coach leaders on operational excellence, inventory control, shrink reduction, compliance, and customer experience.
• Identify development opportunities and support onboarding, leadership growth, and succession planning.
• Partner with Multi-Unit Managers to achieve sales, labor, shrink, cost, and compliance goals.

Analyze operational performance and identify opportunities to improve execution and business results.

Job Requirements

• Bachelor’s degree in business, Management, Hospitality, Retail Operations, or related field, or equivalent experience.
• 5–8 years of progressive leadership experience in retail, hospitality, airport, travel retail, or other high-volume customer-facing environments.
• Demonstrated multi-unit leadership experience with responsibility for sales, operations, compliance, and people development.
• Experience leading training, coaching, operational improvement, and change management initiatives.
• Strong knowledge of labor management, inventory control, shrink reduction, compliance, and operational best practices.
• Strong analytical and problem-solving skills with the ability to interpret business performance data.
• Proficiency with Microsoft Office and operational reporting systems.
• Experience supporting new store openings and operational transformations preferred.
• Ability to travel up to 75% throughout North America.
• Flexibility to work evenings, weekends, holidays, and extended field assignments as business needs require.

About Us

WHSmith is a leading global travel retailer with over 1,700 stores across 30 countries worldwide. WHSmith North America, incorporating Marshall Retail Group (MRG) and InMotion, represents over half of the Company’s international store estate, with a collection of attractive, successful specialty retail stores located in airports and resorts across North America.

EEO/ADA/DFWP

WHSmith North America is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sexual orientation, national origin/ancestry, age, gender identity, gender expression, military/veteran status, marital status, disability status or any other basis prohibited by law.