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The Director of Retail Operations Support provides strategic leadership and operational oversight for the Retail Division’s centralized support functions. This role is responsible for ensuring consistent, high-quality operational support across all retail locations and for empowering retail teams with the tools, systems, and processes needed to serve customers effectively and compliantly. This leader oversees the Retail Operations Support Team. Each direct report supports 12+ retail locations, ensuring inquiries related to retail operations are answered promptly, correctly, and consistently. Responsibilities include governance of administrative processes, routing issues to appropriate functional areas (Accounting, HR, Marketing, IT, etc.), and enhancing operational efficiency and compliance across the division. 

Essential Duties & Responsibilities:

• Partner with departmental partners to answer complex inquiries and improve cross-departmental service level agreements.

• Oversee operational processes across the retail division to ensure overall efficiency and maximize productivity.

• Drive operational excellence in support for topics including, but not limited to:
• Deal workflows and booking practices
• Financing options and documentation requirements
• Billing, bill backs, and invoicing questions
• Inventory tracking and reporting
• Titling processes and documentation
• Ensure escalation paths are in place and effective for issues requiring cross functional resolution (e.g., accounting, HR, IT, marketing).

Qualifications:

Required:

• Bachelor’s degree in Business Administration, Operations Management, or related field (or equivalent experience).

• 7+ years of operational leadership experience, preferably in multi-location retail, dealership, or field operations environment.

• Demonstrated success in leading teams and improving support processes.
• Strong analytical, communication, and project management skills.
• Ability to build strong cross-functional relationships and influence without direct authority.

Preferred:

• Experience in manufactured housing, automotive, RV, or other complex retail operations.

• Experience with CRM systems, service ticketing systems, and process documentation tools.

• Exposure to centralized operations support or shared services leadership.

Key Competencies:

• Operational excellence and process orientation
• Leadership and team development
• Cross-functional collaboration
• Customer-centric mindset
• Problem solving and decision making
• Communication and influence across organizational levels