Director Retail Operations

The Director, Retail Operations is responsible for managing the day-to-day relationship with the client’s operations team while ensuring strong alignment between client expectations and field execution. This role serves as a key liaison between the client and internal teams, translating operational needs into actionable plans that drive consistent, high-quality performance.

This leader brings a strong understanding of large-scale labor models, KPI management, and operational execution, while leveraging data, field insights, and client engagement to identify opportunities, solve challenges, and improve program outcomes.

Product Connections is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey.

As a full-service marketing agency, we specialize in digital and traditional retail events and demos, experiential marketing, sponsorship activation, and omnichannel shopper marketing. Our mission is to deliver brand solutions that connect products to the right target at the right time, effectively moving consumers down the conversion funnel.

With over 10,000 experts in the field and more than 150 corporate employees, we have a range of talents and experience that redefine what it means to be a marketing agency. We pride ourselves on fostering a supportive, collaborative, and inclusive culture where employees are encouraged to think big, grow their skills, and take their careers to the next level. Join Product Connections and discover a workplace where your ideas matter, your growth is supported, and your impact is felt—let’s build something great together.

Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.

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#DiscoverYourPath

The Director, Retail Operations is responsible for managing the day-to-day relationship with the client’s operations team while ensuring strong alignment between client expectations and field execution. This role serves as a key liaison between the client and internal teams, translating operational needs into actionable plans that drive consistent, high-quality performance.

Bachelor’s degree required, or commensurate experience in business, operations, or a related field

Proven experience managing client relationships within retail or field operations environments

Strong understanding of large-scale labor models and workforce execution

Demonstrated success managing KPIs and driving accountability across teams

Strong cross-functional collaboration and relationship-building skills

Excellent communication and presentation skills with the ability to influence stakeholders

Data-driven mindset with the ability to translate insights into actionable plans

Highly organized with strong problem-solving and decision-making capabilities

#DiscoverYourPath

Bachelor’s degree required, or commensurate experience in business, operations, or a related field

Proven experience managing client relationships within retail or field operations environments

Strong understanding of large-scale labor models and workforce execution

Demonstrated success managing KPIs and driving accountability across teams

Strong cross-functional collaboration and relationship-building skills

Excellent communication and presentation skills with the ability to influence stakeholders

Data-driven mindset with the ability to translate insights into actionable plans

Highly organized with strong problem-solving and decision-making capabilities

#DiscoverYourPath

Client Relationship Management

Build and strengthen trusted relationships with the client’s operations teams, serving as the primary point of contact for ongoing operational alignment.

KPI Ownership & Performance Management

Lead the ongoing management, communication, and performance tracking of KPIs; ensure clear visibility and accountability across both client and internal teams.

Expectation Setting & Alignment

Establish and manage client expectations by aligning operational capabilities with realistic, achievable outcomes while maintaining a high standard of execution.

Insight Generation & Problem Solving

Identify execution and delivery opportunities through data analysis, client discussions, and field observations; provide actionable recommendations to improve performance.

Cross‑Functional Partnership

Develop strong working relationships across internal teams including Operations, Analytics, Finance, HR, and Sales to drive positive business impact and ensure aligned execution.

Operational Oversight & Continuous Improvement

Support ongoing refinement of labor models and execution strategies to improve efficiency, consistency, and program effectiveness.

Executive Communication & Reporting

Provide regular updates to senior leadership on KPI performance, business health, risks, and opportunities through clear, data-driven communications and presentations.

Issue Resolution & Escalation Management

Proactively identify operational challenges and serve as a key escalation point to drive timely resolution and maintain client satisfaction.

Client Relationship Management

Build and strengthen trusted relationships with the client’s operations teams, serving as the primary point of contact for ongoing operational alignment.

KPI Ownership & Performance Management

Lead the ongoing management, communication, and performance tracking of KPIs; ensure clear visibility and accountability across both client and internal teams.

Expectation Setting & Alignment

Establish and manage client expectations by aligning operational capabilities with realistic, achievable outcomes while maintaining a high standard of execution.

Insight Generation & Problem Solving

Identify execution and delivery opportunities through data analysis, client discussions, and field observations; provide actionable recommendations to improve performance.

Cross‑Functional Partnership

Develop strong working relationships across internal teams including Operations, Analytics, Finance, HR, and Sales to drive positive business impact and ensure aligned execution.

Operational Oversight & Continuous Improvement

Support ongoing refinement of labor models and execution strategies to improve efficiency, consistency, and program effectiveness.

Executive Communication & Reporting

Provide regular updates to senior leadership on KPI performance, business health, risks, and opportunities through clear, data-driven communications and presentations.

Issue Resolution & Escalation Management

Proactively identify operational challenges and serve as a key escalation point to drive timely resolution and maintain client satisfaction.