Director of Operations & Information Systems
Reports to: President
MISSION
To lead and integrate operations, logistics, facilities, and information systems in a dynamic Travel Retail environment, ensuring seamless efficiency, innovation, and capacity for growth across a global footprint.
POSITION DESCRIPTION
The Director of Operations & Information Systems (DOIS) reports to the President. It serves as the organization’s Operational and Technology lead.
The Director of Operations and Information Systems will lead the strategic and operational management of warehouse operations, facilities maintenance and infrastructure, logistics, and information technology systems in a dynamic, fast-paced retail organization. We're looking for a seasoned leader who can integrate and optimize these functions to ensure seamless operations across our multi-location, international footprint. This position involves project-based travel, both international and domestic, as required for projects, site visits, and oversight of operations teams.
The position is focused on the following key objectives/accountabilities:
Success of Direct Reports
o Assure understanding of performance expectations and standards.
o Enable development and growth.
o Lead by example, focus on management, not supervision.
Operations Management
o Oversee all aspects of warehouse operations, including inventory management, order fulfillment, and compliance with regulatory requirements.
o Ensure the effective management of logistics and supply chain operations to support seamless product availability across international locations.
o Develop and implement scalable operational procedures to improve efficiency and consistency across multiple locations.
o Drive continuous improvement initiatives to optimize processes and reduce costs while maintaining high service standards.
Facilities Maintenance & Infrastructure
o Manage physical facility maintenance and operational readiness, ensuring compliance with safety, security, and environmental standards.
o Lead infrastructure projects, including upgrades, renovations, and new developments, to support business growth and operational efficiency. Includes the establishment of and potential build-out of new facilities (stores, warehouses, and offices).
Information Technology & Systems
o Oversee the planning, implementation, and maintenance of IT systems and infrastructure to support business operations and ensure integrity, security, and reliability.
o Evaluate, select, and manage software solutions, including point-of-sale systems, inventory management platforms, and enterprise resource planning (ERP) systems.
o Lead the strategic planning and execution of IT systems, including Microsoft platforms, SAP, and IVEND Retail solutions.
o Collaborate with cross-functional teams to leverage technology for process optimization and enhanced customer experiences.
Leadership & Strategy
o Build and lead a high-performing team, fostering a culture of accountability, innovation, and collaboration.
o Align operational strategies with organizational goals and provide input to senior leadership on business planning and expansion opportunities.
o Analyze performance metrics, identify trends, and develop actionable insights to inform decision-making.
Project Management
o Lead cross-functional warehouse, logistics, facilities, and IT projects, ensuring timely delivery and alignment with budgetary constraints.
o Travel to various domestic and international locations to oversee project implementation, vendor relationships, and team collaboration.
Internal Client – Management; Operational and planning excellence and execution, talent acquisition and development, leadership, compliance, consistency, excellent communications, and clear direction.
KEY PROCESSES OWNED BY POSITION
1. Supply Chain and Logistics Management: Ensures product availability across all locations through efficient inventory and logistics operations.
2. Warehouse Operations Oversight: Manages inventory control, order fulfillment, and operational efficiency.
3. Facilities Maintenance and Infrastructure: Maintains physical locations, ensuring safety, compliance, and readiness.
4. IT Systems Implementation and Maintenance: Oversees enterprise systems, including POS, ERP, and inventory management platforms.
5. Continuous Improvement Initiatives: Leads projects to optimize processes and drive operational excellence.
CRITICAL SUCCESS FACTORS (CSR)
Live the Core Values… be the Culture.
Be Pro-Active… don’t let it become an issue/problem (an ounce of prevention is worth a pound of cure). Consistently practice and apply change management to assure acceptance and be a catalyst and leader for improvement and growth.
Organization and Prioritization skills… attention to detail
Active Relationship Builder (all stakeholders and project teams) – Inclusive and team success-oriented. Collaborate effectively with internal teams and external stakeholders to achieve common goals.
Strong Communication Skills: Effectively collaborates with teams and communicates strategic vision. Excellent communicator (verbal and written); will not compromise Integrity.
Hands-On Leadership: Leads by example and engages directly in key initiatives.
Global Perspective: Navigates complexities of international operations with cultural awareness.
Proactive Decision-Making: Anticipates challenges and acts swiftly to address them.
Focus on Results: Maintains a consistent drive to achieve and exceed targets. Focus and over-delivery on client/customer services; consistent, efficient, accurate, and timely.
CRITICAL COMPETENCIES
1. Team Builder - Achieves cohesive, effective team spirit with team participants. Treats all fairly and with respect. Shares credit.
2. Efficiency of Execution - Understands and is committed to a consistent focus on execution; Strategy and Process.
3. Integrity / Honesty—Iron-clad. Does not ethically cut corners. Earns the trust of co-workers. Puts organization above self-interests.
4. Stress Management: Calm Under Pressure - Stable & poised under pressure.
5. Follows Through on Commitments - Demonstrates the will and takes action to deliver on commitments and promises.
6. Intelligence: Brainpower / Learns Quickly - Ability to acquire understanding & absorb information rapidly. A quick study.
7. Work Ethic: Energy/Drive—Exhibits energy, a strong desire to achieve, and a high dedication level. Working more than 40 hours per week is likely necessary to achieve the expected results.
8. Enthusiasm / Passion - Exhibits dynamism, excitement, and a positive can-do attitude.
9. Listening Skills - Tunes in accurately to the opinions, feelings, and needs of people. Empathetic. Patient. Allow others to speak while actively listening.
10. Persuasion - Persuasive in change efforts, selling a vision. Convincing.
11. Holds People Accountable - Clearly communicates expectations and holds individuals accountable.
CAPABILITIES / SKILLS REQUIRED
Motivational
Highly motivated by Achievement (eco) and, adhering to policies/standards (reg), or Discovering the Why (the).
1. Achievement (eco): Strong focus on ROI, cost-effectiveness, and achieving measurable business success.
2. Wants to Know Why (the): Highly curious and values learning new technologies and methodologies to enhance performance.
3. Bias for Action (ind): Thrives in taking charge, making impactful decisions, and driving innovation.
4. Driver (pol): Seeks leadership and influence to drive strategic direction and organizational change.
5. Pragmatic (reg): Prioritizes real-world, established, result-oriented solutions over abstract concepts.
6. Team Success (alt): Provide guidance, oversight, and execution to ensure the success of all stakeholders in the proposal process.
Attributes and Skills
Together, these attributes form a comprehensive profile of the competencies and qualities needed for success in this demanding, strategic/operational role.
1. Strategic Thinking: Ability to analyze complex situations and develop long-term, actionable strategies.
2. Leadership: Skilled in motivating and guiding diverse teams toward common goals.
3. Analytical Problem-Solving: Capable of assessing data and finding effective, innovative solutions.
4. Resilience: Handles challenges and setbacks with determination and focus.
5. Project Management: Proficient in planning, executing, and completing projects on time and within budget.
6. Technology Savvy: Understands and leverages IT systems to optimize operations.
7. Detail-Oriented: Meticulous about processes, ensuring accuracy and quality in all operations.
8. Adaptability: Thrives in a dynamic environment, capable of managing change effectively.
9. Collaboration: Works well with cross-functional teams and external stakeholders to achieve objectives.
10. Accountability: Takes full ownership of decisions, results, and team performance.
MEASURING SUCCESS & ESTABLISHING EXPECTATIONS (SCORECARD)
PERFORMANCE MANAGEMENT
System Uptime and Reliability:
Ensuring IT systems support uninterrupted operations and align with business goals. Cybersecurity (data integrity and safety compliance).
Employee Engagement and Retention:
Special Programs / Projects
Description: Management/participation in identified special projects delivered to specifications, within the required time frame and budget.
- Measurement Method: Timeliness and Quality of identified deliverables.
