We’re seeking a dynamic and experienced Director of Retail Operations to lead all guest-facing aspects of our business. This senior leadership role oversees our tasting room, kitchen, and e-commerce operations—driving performance, enhancing the customer experience, and aligning day-to-day retail operations with long-term strategic goals. This is a highly visible role with a direct impact on our brand, culture, and bottom line.

This position plays a critical role in representing our brand and ensuring every guest interaction reflects our values of quality, hospitality, and community.

Key Responsibilities

Leadership & Team Development

• Inspire, lead, and manage front and back-of-house teams to deliver a consistently outstanding guest experience.
• Recruit, train, coach, and evaluate team members; oversee performance management, discipline, and staff development.
• Foster a positive, team-centered culture focused on accountability, excellence, and innovation.
• Design and implement incentive programs and sales-driven training to promote growth and engagement.

Retail Strategy & Operations

• Own and optimize all retail operations, ensuring a consciously curated and flawless experience for every guest.
• Develop and implement operational strategies that align with the company's goals and objectives.
• Lead the search, evaluation and launch for additional tasting room and retail expansion opportunities.
• Analyze sales, customer data, and key performance metrics to identify opportunities for growth across on-site and online retail.
• Develop and execute strategies to increase customer engagement, repeat visits, and revenue per guest.
• Collaborate with Marketing, Production, and Kitchen teams to plan product launches, promotions, and events.
• Curate and manage branded merchandise in coordination with internal and external partners.

Financial & Inventory Oversight

• Develop, manage, and report on retail budgets, forecasts, and financial performance.
• Oversee inventory management for retail beer, merchandise, consumables, and POS materials; track COGS and maintain accurate stock levels.
• Ensure proper cash handling, tip reporting, and daily deposits.
• Support kitchen financial operations including menu pricing, costing, and profitability tracking.

Guest Experience & Brand Presentation

• Collaborate with internal teams and external designers to shape and evolve the brand image, ensuring all visual and experiential touchpoints reflect a cohesive, authentic, and engaging identity.
• Ensure that menus, signage, merchandise, and digital platforms (POS, e-commerce, Untappd, etc.) are accurate, engaging, and on-brand.
• Maintain the cleanliness, safety, and visual presentation of the retail space, including regular maintenance of draft systems and equipment.
• Coordinate and host on-site and occasional off-site events and tastings.

Process Improvement & Innovation

• Continuously assess and refine systems, processes, and policies to maximize efficiency and improve the guest experience.
• Champion cross-departmental collaboration to ensure alignment on brand standards, promotions, and service expectations.
• Stay active in the brewing and hospitality communities to identify emerging trends and best practices.

Required Skills

• Passion for beer and hospitality with a strong beer knowledge.
• 5+ years of leadership experience in the hospitality industry.
• Demonstrated success in building and managing high-performing teams.
• Exceptional interpersonal skills with a warm, professional demeanor.
• Proven track record of driving revenue growth and improving customer satisfaction.
• Self-motivated and able to act independently to solve problems as they occur.
• Ability to multitask, balancing guest needs with operational & administrative work.
• Financial literacy including budget tracking, KPI analysis, and forecasting.
• Ability to work a flexible schedule including nights, weekends & some holidays.
• Proficiency in the Microsoft Office suite, including Word & Excel; GSuite, and a Mac environment.
• Proficiency with point of sale and e-commerce systems.
• Class C license and a clean driving record.
• While performing the duties of this job, the employee is regularly required to stand and sit for extended periods of time; walk; kneel/crouch; smell; taste; lift 55+ pounds; maneuver 160+ pounds.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year