Store Director

About the role

The Store Director oversees all store operations, sales performance, and customer experience at a 150,000+ square-foot Wayfair retail destination. Reporting to the Head of Stores, you lead a team of 5+ department-level managers and 150+ associates, shaping the store's success through strategic leadership, operational excellence, and a focus on customer experience.

Responsibilities

• Lead & Inspire High-Performing Teams: Build and coach a team of department leaders, fostering accountability, engagement, and collaboration across Sales, Design, Logistics, Visual, and Asset Protection.
• Drive Sales & Operational Excellence: Own store performance by analyzing sales, labor, and customer satisfaction metrics. Develop and implement strategies that deliver measurable growth, efficiency, and profitability.
• Strategic Leadership: Serve as the senior decision-maker in-store, influencing everything from staffing to merchandising. Partner with corporate and regional leaders to align business goals with store execution.
• Champion Customer Experience: Bring Wayfair’s mission to life by creating a seamless, personalized experience for every customer. Empower associates to deliver exceptional, on-brand service that inspires and delights.
• Develop Talent & Future Leaders: Identify, coach, and promote high-potential talent. Build strong succession plans and export future leaders to new stores and home office opportunities.
• Cross-Functional Collaboration: Partner closely with internal teams, from Facilities to HR, and from Marketing to Talent Acquisition, to align on initiatives that elevate the customer and employee experience.
• Innovate & Improve: Identify operational gaps, propose creative solutions, and help shape the future of Wayfair’s growing physical retail business.
• Operational Readiness: Ensure efficient scheduling, safe working conditions, and proper execution of all visual and logistical initiatives. Lead through hands-on presence across the sales floor and back of house.
• Cultivate a Strong Culture: Foster a welcoming, customer-obsessed environment built on trust, learning, and fun. Celebrate wins, share ideas, and build engagement across all levels of the team.

Requirements

• Proven Retail Leadership: 10+ years of progressive experience in retail or operations leadership, including 5+ years leading large teams, multiple departments or stores.
• Customer Obsession: A track record of building teams that deliver unforgettable customer experiences through hospitality, sales, product expertise, and empathy.
• Business & Financial Acumen: Strong understanding of P&L management, labor optimization, and KPI analysis to inform smart decision-making.
• People Development Focus: Passion for coaching, mentoring, and empowering others to achieve their goals and grow within the organization.
• Collaborative Mindset: Ability to influence and partner across teams, functions, and levels to ensure unified store success.
• Change Agility: Thrive in a fast-paced, evolving environment, embracing challenges and ambiguity as opportunities for innovation.
• Tech Confidence: Comfortable using Google Suite, inventory systems, and digital retail tools to manage operations and reporting.
• Hands-On Leadership: Willingness to lead by example on the floor, with customers, and alongside your team.
• Flexible Availability: Ready to work mornings, evenings, weekends, and holidays to meet the needs of the business.

Qualifications

• Proven experience in retail or operations leadership.
• Experience leading large teams, multiple departments, or stores.
• Strong understanding of P&L management, labor optimization, and KPI analysis.
• Passion for coaching, mentoring, and empowering others.
• Ability to influence and partner across teams, functions, and levels.
• Comfortable using Google Suite, inventory systems, and digital retail tools.
• Willingness to lead by example on the floor, with customers, and alongside your team.
• Flexible availability to work mornings, evenings, weekends, and holidays.

Skills

• Leadership and Team Management
• Customer Service and Experience
• Financial Analysis and Management
• Strategic Planning and Execution
• Collaboration and Communication
• Technology and Digital Tools
• Flexibility and Adaptability

Benefits

• Competitive Pay
• Career Growth Opportunities
• Health Benefits from Day One
• Time to Recharge
• 401(k) with Company Match
• Tuition Reimbursement
• Wayfair Employee Discount
• Parental Leave Options