Director of Operations

This role is a new addition to our expanding U.S. business and will be responsible for building and leading our Program Management function as we enter a significant growth phase. In particular, this position will oversee our work with our client, a leading innovator in the vape industry, and the execution of a large-scale, nationwide program. We are scaling a direct, in-person consumer acquisition program in partnership with our client, placing highly trained Product Specialists in key retail and 21+ venues to educate qualifying adult consumers on the product and enroll them into a 30-day trial to drive adoption. This is the senior Central Operations lead role, responsible for coordinating between HQ and in-field teams. The remit is twofold: (1) lead the operational rollout of new initiatives and projects, and (2) support in-market teams to deliver day-to-day execution with excellence. The role is approximately 70% central program leadership and 30% in-market operational support/issue resolution. Key Accountabilities Central Operations Leadership

• Own operational performance for the U.S. program, ensuring systems, processes, and tools are in place for field teams to succeed.
• Oversee daytoday execution via indirect management of inmarket operations teams; implement and audit bestinclass execution standards.
• Manage logistics, inventory, and equipment to ensure quality, readiness, and continuity of service.
• Define, track, and improve KPIs across sales, service, cost, and compliance.
• Lead the design, project planning, implementation, and handover of new initiatives that enhance the program.
• Manage central communications to the field, ensuring clear, timely, and relevant updates; act as gatekeeper for internal program communications.
• Own operational cost controls and ensure contract compliance with suppliers and operational partners.

In-Market Operations Management

• Support and monitor inmarket operations to ensure daily activities meet required standards.
• Ensure the right equipment, uniforms, technology, stock, and marketing materials are in the right place at the right time.
• Oversee logistics facilities to balance cost efficiency with servicelevel expectations.
• Improve stock forecasting, planning, and availability processes.
• Partner with Finance (internal and clientside) to ensure accurate commercial tracking and reporting.
• Provide escalation support to field teams for operational issues.

Compliance Management

• Implement and manage effective controls and compliance checks across the program to ensure bestinclass performance.
• Lead audits, store visit regimes, and continuousimprovement initiatives to align delivery with client objectives.
• Develop KPIs and reporting tools to monitor adherence to operational, regulatory, and brand standards.
• Create and maintain operational SOPs, training materials, incident reporting, and escalation processes.

Operations Program Management

• Lead endtoend delivery of oneoff and projectbased initiatives, ensuring proper planning, stakeholder alignment, and field adoption.
• Provide regular status updates, risks, and mitigation plans to leadership.

Transition completed projects to in-market teams with clear handover and ownership. People Leadership

• Directly manage Operations Project Managers and indirectly support inmarket operations teams.
• Set clear objectives, coach, and develop team members; promote a culture of accountability, collaboration, and continuous improvement.
• Act as the senior operations representative with our client, a leading innovator in the vape industry, and with Agile Retail’s internal teams.
• Partner crossfunctionally with People, Commercial, Field Sales, and market teams to align on priorities and resolve operational challenges.

Requirements:

• 10+ years’ experience leading largescale field, retail, or activation programs in the U.S., ideally across multiple states.
• Comfortable operating in a fastpaced, scaling environment, balancing strategic planning with handson problem solving.
• Strong compliance and process orientation, with a track record of building operational rigor.
• Excellent stakeholder management and commercial acumen; able to communicate budgets, timelines, and performance succinctly.
• Strong leadership presence with the ability to influence, inspire, and manage through others.
• Comfortable with ambiguity and rapid change in a growing organization.

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