Director of BSC Retail Operations

Job Details

Job Location:

Roosevelt (Corporate Offices) - San Antonio, TX 78210

Reports to:

Vice President of Retail Operations

Department:
Base Service Centers

Classification:
Exempt

Travel: up to 75%

The Director of BSC Retail Operations leads the Base Service Center program and directly supervises Store Managers across all locations. The position is accountable for consistent store execution, financial performance, inventory management, customer service, workforce development, and compliance with Ability One, National Industries for the Blind (NIB), and organizational requirements. The Director builds an inclusive, high‑performing culture and provides hands‑on support to the store's leadership.

• Leads, coaches, and directly supervises BSC Managers; sets clear expectations and holds leaders accountable for store performance, customer service and policy compliance.
• Serves as the primary escalation point for store operations and provides timely, hands‑on support to resolve staffing, customer, facility, inventory, and compliance issues.
• Conducts regular on‑site store visits to assess operations, review performance, coach BSC Managers, and ensure consistent execution of organizational and brand standards.
• Coordinates staffing coverage, inventory transfers, and logistics among stores to address operational gaps and peak demand.
• Accountable for achieving BSC sales, gross margin, profitability, expense, and inventory targets across all locations; identify performance gaps and implement corrective actions in partnership with BSC Managers and the Vice President of Retail Operations.
• Analyzes sales, gross margin, profitability, operating expense, customer trends, and market conditions to identify performance and implement corrective actions.
• Oversees inventory accuracy, min/max levels, inventory turns, transfers, physical inventory reconciliation, and the reduction of obsolete and non‑core inventory to optimize working capital and align inventory with customer demand.
• Ensures compliance with Ability One, National Industries for the Blind (NIB), Essentially‑the‑Same (ETS), military installation, safety, and organizational requirements; maintains appropriate documentation and corrective action follow‑through.
• Develops and implements standardized operating procedures, training, tools, and performance‑improvement plans to strengthen productivity, consistency, and employee morale.
• Partners with Marketing and Communications to implement merchandising programs, promotions, and new product or service launches while maintaining brand consistency.
• Builds strong relationships with customers, installation partners, vendors, and internal departments to support service excellence and effective store operations.
• Partners with Human Resources and Workforce Development to meet recruiting and training needs, improve accessibility, remove advancement barriers, and create career‑development opportunities, particularly for employees with vision loss.
• Leads regular Manager meetings to communicate priorities, review results, share best practices, resolve cross‑store issues, and reinforce accountability.
• Maintains knowledge of retail practices, customer needs, competitive conditions, federal acquisition methods, and relevant product and market trends.
• Demonstrates and embodies our core values:
  Be a Team, Be Limitless, Be People‑Centered, Be Resilient and Be Trustworthy.

• Bachelor's degree in business, retail management, or a related field, or an equivalent combination of education and relevant experience, required.
• At least five years of progressively responsible retail operations and people‑management experience, including direct oversight of multiple retail locations, is…