Director of Operations in Princeton, New Jersey at The Princeton University Store

Princeton University Store is an independent retail business serving students, alumni, families, faculty, staff, and visitors through physical stores, pop-up retail, and ecommerce. We are seeking a hands-on Director of Operations to develop day-to-day operational consistency across the business and help build a reliable foundation for growth.

Reporting to the Chief Financial and Operating Officer, this role is responsible for establishing operating standards, process discipline, and follow-through across stores, ecommerce, fulfillment, customer service, pop-up readiness, and the administrative infrastructure that supports the business. Direct reports are the General Manager, Stores, who is responsible for day-to-day store execution, Ecommerce Fulfillment, and Support.

This is a practical, highly involved leadership role for someone who is organized, accountable, systems-oriented, and comfortable managing a wide range of operational responsibilities in a lean environment. Success in this role requires strong blocking and tackling, disciplined follow-through, and the ability to bring greater structure, ownership, and consistency to the everyday operational work of the business.

Key Responsibilities

Establish and maintain clear operating standards across stores, ecommerce, fulfillment, customer service, returns, and pop-up retail
Lead the store organization through the General Manager, Stores to support consistent execution, service expectations, and operational accountability
Direct ecommerce, fulfillment, and customer service, ensuring strong coordination across all commerce channels.

Support store teams to improve workflows, documentation, process discipline, and operational follow-through, such as receiving, stock room organization, cycle counting, and annual inventory

Support company-wide adoption of efficient systems, tools, and practical automation where appropriate.

Coordinate administrative and operational needs, including onboarding logistics, equipment and fixture issues, vendor coordination, operational technology issues, and related follow-up.

Serve as an operational liaison with university contacts, landlords, service providers, and outside partners as needed

Ensure operational issues such as equipment needs, vendor in-store requirements, employee access requests, and store support needs are clearly owned and resolved

Qualifications
5 to 7+ years of experience in retail operations, store operations, or business operations
Experience in multi-unit or multi-location retail environments
Experience supporting omnichannel operations, including ecommerce fulfillment, customer service, returns, and post-purchase processes
Strong process, follow-through, and problem-solving skills
Strong systems and digital fluency, including comfort with ERP, POS, shipping, and related operational tools
Ability to coordinate across teams, vendors, and service providers in a fast-moving environment
Experience in premium, service-oriented, or customer-facing retail environments preferred