Director of Operations

Willy Street Co-op
Organization location: 
United States
Apply by: 
Wed, 07/30/2014

Director of Operations (Willy Street Co-op

The Willy Street Co-op is a natural foods grocery cooperative with retail locations in both Madison and Middleton, Wisconsin. We are looking for a Director of Operations, a new position in our Co-op. This person will oversee supportive services for all 4 of our co-op locations (2 retail stores, an offsite kitchen and a central admin office) by managing these personnel: Store Managers (2), Kitchen Manager, Bakery Manager, Maintenance Managers (2) and the Catering Coordinator. The Director of Operations will also work with the Director of Brand on brand and store development, assist the General Manager with strategic planning and collaborate with the Project Manager on projects related to the strategic plan and operations.

Must Haves:
**4-10 years of prior retail management with extensive knowledge of store operations
**Strong personnel management skills and experience

This is a full time, salaried position, with a pay range of ~$57,970 - $75,358, negotiable based on experience.

Please see the job description below for the complete list of desired qualifications.

We offer an exceptional benefits package including fully paid health and dental insurance with no deductible, paid sick and vacation time, 401(k) matching, profit sharing, 20% employee discount and more. Please apply online at: and include a resume and cover letter by July 30th to be considered. EOE.


Job Title: Director of Operations

Reports to:

General Manager


To oversee supportive services for all co-op locations. To assist the co-op in meeting objectives for efficiency, profitability, and customer and employee satisfaction. To oversee the management of multiple site operations while keeping the store environment within brand standards.


Salaried position, 40 hours per week

Positions reporting to the Director of Operations include:

Store Manager
Maintenance Manager
Kitchen Manager
Bakery Manager
Catering Coordinator
Delivery staff

Essential Functions

1. Customer Service

Customer service is WSGC's primary focus in providing food, goods, and services to its customers. It is the goal of the staff that all customers are treated in a respectful and courteous manner, paying close attention to their individual needs. This personal care and attention should be directed to all customers to ensure that shopping at the WSGC is as comfortable and satisfying an experience as possible.

Be open and ready to assist customers, fielding their questions, complaints, and requests.
Resolve customer complaints in a fair and tactful manner.
Create avenues for communication and achieve results by promoting teamwork and working collaboratively with other pod Directors.
Support direct reports in securing the services they need to achieve expected sales and manage loss.
Ensure professional and friendly service from staff.

2. Operations

Work with direct reports to ensure compliance with all applicable laws: business licenses, permits, health regulations, organic standards, fire code, and alcoholic beverage service.
Ensure routine maintenance and repair of buildings and equipment.
Develop, document, oversee and maintain retail, cleanliness, safety, security and equipment policies and procedures.
Oversee expansion, remodel, and major repair and maintenance projects.
Work with Kitchen and Bakery managers to coordinate and implement new services and/or changes to services.
Coordinate contracted services for all locations, including but not limited to: uniform & towel, credit card processing, gift card services, waste disposal, recycling, maintenance & repair, refrigeration service, telephone, store supplies, office supplies, service contracts, and security services.
Ensure site managers get assistance to achieve a smooth flow of store operations on a day-to-day basis as needed.
Oversee all aspects of on-line grocery delivery service.
Oversee in-house food and product safety.
Maintain and update standard operating procedures.

3. Brand and Store Development

Work with Director of Brand to meet operational and sales goals of each store location.
Work with the director of brand to plan and implement changes in store layout, equipment, and merchandising for best use of space to enhance sales and staff efficiency. Plan for future needs for store locations.
Work with the Director of Brand to conduct regular store audits for feedback to store managers on operations and adherence to policies and brand compliance.
Coordinate with Brand pod on products, events, promos, in-store communication, site design/d├ęcor and equipment.

4. Strategic Planning

Assist GM in preparation of annual business plan including annual operating and capital budgets, department labor budgets, sales projections, work plans, SWOT analysis and integration.
Make recommendations to general manager regarding replacement, sale, or disposal of fixtures and equipment.
Monitor and ensure labor ranges, operating budgets and direct and indirect expenses comply with approved budget. Work with direct reports to implement changes when operations deviate from stated goals.
Set measurable objectives for all departments with each direct report. Review quarterly operating results for compliance with the objectives.
Oversee budgets for contracts, equipment and supplies
Participate in the development of the co-op's plans and programs as a strategic partner.

5. Project work

Working with the project manager, translate the strategic and tactical business plans into operational plans.
Support GM in being the lead on assigned projects from inception to completion.
Working with the project manager, monitor deviations from budget, timeline or scope and take corrective action, reporting toGM actions taken.
Effectively communicate relevant project information to staff, owners, board, GM and affected or concerned parties.

6. Personnel

Hire, train, evaluate discipline and supervise staff according to policy and co-op standards.
Set performance standards for direct reports and ensure that performance standards are set for all of their staff.
Ensure that all direct report's staff receive on the job training and coaching.
Take disciplinary action as needed for direct reports. Assist direct reports with disciplinary actions for staff in their departments, conferring with the human resources department following established policies.
Schedule labor hours within payroll allocation, adjusting and assigning tasks as necessary to meet demand.
Ensure regular meetings with teams.

7. Other

Attend GM Team meetings.
Set a positive example for co-workers.
Participate in co-worker evaluations.
Answer phones as necessary.
Perform other tasks as assigned by the GM.


4-10 years of prior retail management required, with extensive knowledge of store operations
Experience in planning, developing, and implementing systems, procedures and policies
Experience in project management
Supervisory experience -- hiring, training, evaluating, disciplining
Public speaking skills -- a sense of ease when communicating to groups
Ability to appropriately delegate work duties and manage and motivate staff
Ability to develop, implement and adhere to budgets
Ability to read, analyze and interpret the most complex documents
Ability to present material and ideas in an effective and well documented manner on controversial or complex topics
Ability to think ahead and plan over a 1-2 year time span
Ability to organize and manage multiple priorities
Knowledge of budgetary planning
Knowledge of current trends in natural foods industry
Ability to handle stressful situations in a calm, effective manner
Ability to work well independently and with a team
Excellent interpersonal and communication skills
Excellent customer service skills
Knowledge of cooperative movement and principles