JOB OVERVIEW

Milk Bar is seeking a strategic and results-driven Director of Retail Operations to lead the day-to-day management and operational excellence of our retail locations. Reporting directly to the VP of Retail, this role will focus on streamlining operations, driving efficiency, and ensuring a consistent and exceptional customer experience across multiple states. The Director will oversee and directly manage a team of Area Managers, driving their performance and accountability.

Additionally, the Director will spearhead the growth and development of our Bakery program, approaching each initiative with both intention and adaptability. They will take the lead on special projects and execute strategic initiatives that strengthen and expand the retail channel.

JOB RESPONSIBILITIES

Operational Leadership

• Oversee daily operations across all retail locations, ensuring processes align with company standards and operational excellence.

• Lead and develop a team of three Area Managers, providing clear direction, support, and accountability to drive results.

• Implement operational strategies to optimize costs, streamline workflows, and enhance efficiency in collaboration with the VP of Retail.

• Monitor and report on key performance indicators (KPIs), identifying opportunities for improvement and implementing action plans.

• Collaborate with supply chain teams and vendors to maintain consistent, high-quality product availability across all locations.

• Oversee the use of tools such as NetSuite for inventory tracking and reporting, ensuring seamless integration into operational workflows.

• Oversee repair and maintenance needs by utilizing ResQ to ensure timely and efficient issue resolution.

Team Development

• Act as a mentor and coach to Area Managers and General Managers, enabling them to effectively lead their teams and meet performance goals.

• Develop and implement staffing strategies to build an elite team of retail professionals who prioritize product deliciousness, customer experience, and consistent execution, fostering a culture of excellence and continuous improvement.

• Set clear expectations and provide ongoing feedback and development opportunities for individuals throughout the retail ops function.

• Ensure effective engagement with fellow leadership and consistent flow of information in both directions, reinforcing a culture of collaboration, trust, and open communication

Customer Experience

• Ensure the consistent delivery of an exceptional customer experience by maintaining high standards for product quality, hospitality, and in-store operations.

• Collaborate with Area Managers and General Managers to address operational challenges, implement solutions, and reinforce brand values across all locations.

• Serve as a brand ambassador, both internally and externally, embodying our core values, inspiring celebration, and creating real magic.

Financial & Resource Management

• Implement strategies to achieve sales goals and drive revenue growth. Monitor and analyze sales data, identify trends, and take proactive measures to optimize performance.

• Partner with the VP of Retail on budgeting, forecasting, and financial planning for retail operations.

POS & Delivery Platform Oversight

• Oversee the functionality and performance of point-of-sale (POS) systems, ensuring alignment with business needs and operational efficiency.

• Manage relationships with third-party delivery platforms, ensuring smooth integration, operational excellence, and strong financial performance.

• Act as the primary point of contact for troubleshooting and vendor coordination for POS and delivery platforms.

Compliance & Standards

• Ensure compliance with all company policies, health and safety regulations, and operational standards across all locations.

• Conduct regular audits to maintain consistency and identify areas for improvement.

Please note that job duties are subject to change at the Bakery’s discretion.

SKILLS & REQUIREMENTS

• Must be based in the NYC Metropolitan area!

• Minimum 4 years Director level experience overseeing multi-state retail, hospitality, or other relevant industry.

• Proven track record of managing and developing high-performing teams.

• Strong operational expertise with a focus on cost management, efficiency, and process improvement.

• Exceptional communication, leadership, and problem-solving skills.

• Ability to thrive in a fast-paced environment and adapt to evolving business needs.

• Ability to travel up to approximately 50% of the time, working in locations across the country