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.

• 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.

• 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

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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 s