Store Operations Director @ Georgia Aquarium

THE POSITION

Imagine yourself partnering with the General Manager in leading a team and inspiring guests to create memorable experiences…Now imagine yourself in a rewarding Store Operations Director role at our Georgia Aquarium Gift Shops! 

The Store Operations Director partners with the General Manager (GM) to lead daily store operations, drive financial performance, develop talent, and deliver exceptional guest experiences at the Georgia Aquarium Gift Shops.

This is a highly visible, hands-on, guest-facing leadership role that requires an active presence on the sales floor. The Director is responsible for monitoring daily operations, directing and coaching team members in real time, ensuring exceptional guest service, and maintaining consistent execution of sales, merchandising, and operational standards.

Working in partnership with the GM, the Director drives sales, per-capita spending, EBITDA, payroll, inventory, and expense goals while building and retaining a high-performing team. The ideal candidate brings experience managing high-volume retail operations generating $10 million–$15 million or more in annual sales, along with multi-unit retail leadership experience. This individual combines strong business acumen with a visible leadership style, sound decision-making, and the ability to motivate teams and deliver results in a fast-paced, high-traffic environment.

KEY RESPONSIBILITIES

Daily Store Leadership and Guest Experience

• Maintain an active, visible presence on the sales floor, leading daily execution and ensuring the store is guest-ready throughout operating hours.
• Monitor team performance, guest engagement, staffing coverage, merchandising, cleanliness, and overall store conditions in real time.
• Direct, coach, and support Assistant Directors, Sales Leads and team members throughout the day to ensure service expectations, sales goals, and operational standards are consistently met.
• Proactively engage with guests, model exceptional service, and resolve escalated concerns promptly and professionally.
• Adjust team deployment and priorities based on guest traffic, business volume, and changing operational needs.
• Conduct regular floor walks and communicate immediate priorities, performance expectations, and follow-up actions to the team.

Sales and Financial Performance

• Partner with the GM to achieve sales, per-capita, EBITDA, payroll, inventory, and expense targets.
• Monitor daily sales results and key performance indicators, identifying opportunities to improve conversion, average transaction value, and overall sales productivity.
• Drive selling behaviors, product knowledge, suggestive selling, and effective merchandising through hands-on coaching.
• Manage staffing and labor deployment in alignment with guest traffic and business needs while maintaining service standards.
• Review performance trends and implement actionable strategies to improve profitability and operational efficiency.

Team Leadership and Development

• Recruit, train, coach, and develop Assistant Directors, Sales Leads and team members to build a high-performing, accountable, and engaged team.
• Set clear expectations, provide real-time feedback, recognize strong performance, and address performance gaps promptly.
• Ensure team members are positioned appropriately to support guest needs, sales opportunities, and daily operational priorities.
• Foster a positive, inclusive environment focused on teamwork, accountability, and continuous development.
• Partner with the GM and HR to address employee relations and performance matters.

Merchandising and Operational Execution

• Ensure merchandise presentation, replenishment, promotional execution, and store recovery standards are maintained throughout the day.
• Monitor inventory availability, stockroom support, cash-handling procedures, and loss prevention practices.
• Support register operations, including returns, price overrides, and other authorized transactions, as needed.
• Identify and resolve operational issues quickly to minimize disruption to the guest experience and business performance.

Partnership and Communication

• Partner with the GM, Georgia Aquarium representatives, and internal support teams to execute business priorities and improve results.
• Communicate daily performance, operational concerns, staffing needs, and business opportunities to Store Leadership.
• Maintain strong working relationships and ensure timely follow-up on operational and team-related matters.

REQUIRED SKILLS AND QUALIFICATIONS

• Minimum of five years of retail management experience, with demonstrated responsibility for store operations, team leadership, and financial performance.
• Proven experience managing high-volume retail operations generating $10 million–$15 million or more in annual sales.
• Multi-unit retail leadership experience, with the ability to drive results, develop leaders, and maintain operational consistency across multiple locations or business units.
• Strong understanding of retail financial performance, including sales, EBITDA, payroll, operating expenses, inventory, and shrink.
• Demonstrated success in merchandising, sales growth, labor management, and operational execution.
• Proven ability to recruit, coach, motivate, and retain high-performing teams.
• Strong guest service and sales leadership skills, with the ability to maintain a visible presence on the sales floor, monitor daily execution, and coach team members in real time.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook. Ability to analyze sales reports, track budgets and performance metrics, prepare business documents, and communicate effectively.
• Experience with point-of-sale systems, retail reporting tools, inventory management systems, and workforce scheduling platforms.
• Strong analytical, interpersonal, communication, problem-solving, and decision-making skills.
• Ability to work effectively in a fast-paced, high-traffic retail environment while managing competing priorities.
• Must have open availability to meet business needs, including evenings, weekends, holidays, and peak attendance periods.
• Demonstrates a strong growth mindset, with a commitment to continuous improvement, adaptability, and developing both personal and team capabilities. Proactively challenges the status quo, embraces change, learns from setbacks, and translates new ideas into strategies that strengthen business results and elevate the guest experience.