Sr. Director, Services Operations

Overview

At PGA TOUR Superstore, we’re always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we’re dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis.

Position Summary

Reporting to the Chief Stores Officer, the Senior Director of Services Operations provides strategic and operational leadership for the Services business across all stores, which are a key component of our critical relationship building.  This purview includes STUDIO Instruction and Fitting, Club Repair, and Memberships. Further, this role will lead our efforts to recognize Top Customers and Clienteling to build and drive relationships with many of our most important customers. This role is accountable for driving enterprise-level performance, talent strategy, and operational excellence while delivering a consistent, best-in-class customer experience.

The Senior Director monitors the competition and partners with our OEMs to ensure our processes, technology, and systems are best-in-class and aligned with trends in the Golf industry.  They will partner closely with Sr. Director, Store Operations, Field Leadership, Sr. Director of Training and Development, and cross-functional SSC teams to translate strategy into execution, establish performance standards, and drive sustained behavioral change across the organization. This role plays a critical leadership position in advancing Services as a key growth engine and competitive differentiator for the business.

Duties and Responsibilities: 

• Own the operational strategy, execution, and performance of STUDIO, Club Repair, Instruction, Fitting, and Memberships across the enterprise.
• Continuously innovate our STUDIO processes to ensure we are seen as providing the best-in-class experience for our customers.
• Serve as the enterprise subject matter expert and change leader for Services, collaborating cross-functionally to drive innovation adoption of best practices, pricing, promotions, programs, and operational improvements.
• Establish and reinforce clear expectations for service behaviors, performance standards, and operational execution through partnership with Field Leaders, Golf Services Field Managers, and General Managers.
• Partnership with Operations Team for workforce planning, staffing strategy, and open-role mitigation for STUDIO Fitters and Instructors, partnering with Talent Acquisition to ensure timely hiring and minimal vacancy exposure.
• Leverage reporting and analytics to evaluate performance at the associate, store, market, and enterprise levels, driving accountability and continuous improvement in areas related to booking availability and utilization.
• Drive revenue and relationship efforts through the use of ball fitting, shaft optimizing, putter fitting and other game enhancement tools.
• Drive our Special-order business, including a focus on elevated shaft offerings included in the fitting process.
• Lead enterprise-level performance discussions with Field Leaders and General Managers, using data and insights to support coaching, development, recognition, and corrective action.
• Drive performance management and talent development, using data to inform coaching, succession planning, retention strategies, and recognition.
• Establish and govern Services business reporting, partnering with Analytics to ensure data accuracy, insight generation, and actionable outcomes.
• Lead weekly and monthly business reviews, translating trends into strategies that improve sales, productivity, service attachment, and membership growth.
• Set strategy and execution standards for Clinics, Seminars, Leagues, and in-store events, evaluating effectiveness and scaling best practices.
• Work with Store Leadership on ways to maximize our Practice Bay utilization.
• Ensure consistent, expert-level customer experience through advanced fitting, instruction, and repair, reinforced through training and coaching standards.
• Lead, coach, and develop Services leaders and associates while driving change, innovation, and enterprise-level initiatives.
• Own and drive Clienteling strategy across all levels of the Company, ensuring best-in-class systems and processes are in place. 
• Drive consistent use of Clienteling tools, follow-up behaviors, and relationship-building practices that grow repeat visits, loyalty, and lifetime value.