The Director, Retail Operations leads the operational strategy and execution for all Community Hubs, ensuring scalable systems, operational excellence, and consistent store performance across the fleet. This role is responsible for translating company strategy into operational frameworks that enable growth, profitability, and an exceptional customer and team experience.

As a senior leader on the Community Hubs team, the Director oversees the development of operational programs, drives cross-functional initiatives, and leads a team responsible for retail operations, store openings, and operational training. This role partners closely with senior leaders across Merchandising, Finance, Technology, Brand Experience, and Visual Merchandising to ensure retail initiatives are effectively operationalized.

This role reports to the SVP of Community Hubs Operations and serves as a strategic partner to executive leadership.

What You’ll Do

Retail Operations Strategy & Performance

Lead Self – Strategic Ownership

• Define and evolve the retail operations strategy to support Community Hub growth and operational scalability.
• Establish operational frameworks, tools, and reporting that drive store productivity, profitability, and efficiency.
• Lead the development of labor models, operational KPIs, and performance reporting to improve store-level decision making.
• Partner with Finance and Retail Leadership to ensure stores consistently meet sales, payroll, and profitability targets.
• Identify operational opportunities to make clear recommendations to improve efficiencies across any operational activities in the hubs that will improve customer experience, team productivity, and store execution.
• Translate company priorities into clear operational initiatives and implementation plans.

Cross-Functional Program Leadership

Leading Cross Functional Work

• Lead large-scale cross-functional retail initiatives that impact the store fleet including technology, inventory strategy, operational tools, and store process improvements.
• Partner with Technology, Engineering, and Systems teams to evaluate, implement, and optimize the retail tech stack (POS, inventory systems, reporting platforms).
• Collaborate with Merchandising, Planning, and Inventory teams to ensure inventory strategy supports retail growth and store productivity.
• Partner with Brand and Marketing Teams to operationalize Community Hub events and brand activations.
• Represent Retail Operations in cross-functional working groups.

New Store Openings & Fleet Expansion

Strategic Program Ownership

• Oversee the end-to-end operational strategy for new store openings, ensuring scalable playbooks and best practices.
• Lead the operational readiness process for new stores including systems, inventory setup, staffing readiness, and operational training.
• Partner with Real Estate, Construction, IT teams to ensure operational considerations are integrated throughout the store development process.
• Own the NSO operational budget, identifying efficiencies and scalable solutions as the store fleet grows.
• Ensure lessons learned from store openings are incorporated into continuous improvement of NSO playbooks.

Operational Excellence & Store Standards

Operational Leadership

• Establish and maintain Community Hub retail operational standards, policies, and procedures.
• Lead the evolution of back-of-house processes, inventory workflows, and operational SOPs.
• Ensure stores consistently execute best practices across inventory management, asset protection, and operational compliance and establish cadence for reporting up this information.
• Drive operational audits and improvement plans to elevate execution across all Community Hubs.
• Ensure embroidery and operational workflows are scalable and consistently executed across the fleet.

Inventory, Asset Protection & Financial Controls

Enterprise Operational Ownership

• Partner with Inventory Planning, Finance, and Data teams to ensure accurate inventory management and financial controls.
• Oversee retail operational practices related to cycle counts, inventory reconciliation, and stock accuracy.
• Establish scalable processes that mitigate operational risk related to cash handling, inventory shrink, and store controls.
• Ensure stores maintain high levels of inventory accuracy and operational discipline.

Team Leadership & Development

Leading Others

• Coach and develop Community Hub team members to build future operational leaders.
• Establish clear roles, responsibilities, and operating rhythms for the Retail Operations function.
• Create strong partnership and alignment between Retail Operations, Store Leadership, and Cross Functional teams.
• Foster a culture of accountability, continuous improvement, and operational excellence

Qualifications

• 10+ years of experience in retail operations, with 5+ years of experience in multi-unit retail leadership, or retail program management.
• Experience leading cross-functional initiatives and operational strategy in a high-growth retail environment.
• Demonstrated success in building scalable operational frameworks and store processes.
• Strong experience with new store openings and fleet expansion programs.
• Expertise in retail systems and technology (POS, inventory management, workforce management platforms).
• Proven ability to lead teams and develop operational talent.
• Strong financial acumen with experience managing labor models, store P&L drivers, and operational budgets.
• Exceptional communication skills with experience presenting to senior leadership and executive teams.
• Highly organized and strategic thinker with strong project management capability.
• Travel to stores and new store openings as needed.

FIGS Compensation and Benefits

Pay Range

• At FIGS, your base salary is one part of your total compensation package. This role's base salary range is between $150,000 and $170,000. Actual base salary is determined based on a number of factors, including but not limited to your relevant skills, qualifications, and years of experience. 

Additional Compensation and Benefits 

• Equity: All FIGS employees have the opportunity to own shares of FIGS stock through our new-hire equity program. Additionally, FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan  
• Annual bonus: This position is eligible to participate in the FIGS annual bonus program

• Other compensation and benefits offered include: 
• Comprehensive benefits and perks package focused on your well-being, including premium medical, dental and vision coverage, and full access to wellness services through Breethe and Classpass. 100% FIGS-sponsored life insurance and disability insurance  
• Amazing 401(k) program, with a company match up to the first 6% of your contribution
• Generous paid time off - We have 12 company holidays. For salaried team members, we offer flexible vacation. For our hourly team members, we offer up to 3 weeks of accrued vacation
• Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers
• FIGS sponsored Uber Eats voucher for in-office weeks
• Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide
• Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance, and so much more…

*Benefits eligibility is determined by hour requirements and length of service 

A little bit about us…

FIGS, Inc. is a founder-led, direct-to-consumer healthcare apparel and lifestyle brand that seeks to celebrate, empower and serve current and future generations of healthcare professionals. We redefine what scrubs are by creating technically advanced apparel and products that feature an unmatched combination of comfort, durability, function and style, all at an affordable price. With the largest DTC platform in healthcare apparel, we sell our products to a rapidly growing community of loyal customers. Through these customer relationships, FIGS has built a community and lifestyle around a profession, revolutionizing the large and fragmented healthcare apparel market and becoming the industry’s category-defining healthcare apparel and lifestyle brand.

Our Threads for Threads initiative is integral to our mission to improve the lives of healthcare professionals on a global scale. Founded alongside FIGS in 2013, Threads for Threads donates scrubs to healthcare professionals working in resource-poor countries around the world.