About the job
Director of Operations and Guest Solutions
Become a vital part of our thriving team at 1915 South as the Director of Operations and Guest Solutions. With ownership and operation of 30 Ashley stores and 3 distribution centers throughout the southeastern United States, including Georgia, Florida, Alabama, North Carolina, Mississippi, and Virginia, we are dedicated to fostering employee growth and delivering unparalleled customer service. If you're ready to elevate your career with the world's leading furniture brand, we invite you to apply today!
Position Overview:
The Director of Operations and Guest Solutions is responsible for leading our entire department, which encompasses both the regional Operations branch and the centralized Guest Solutions team. This pivotal role will set the strategic direction, ensure cross-functional alignment, enhance processes, and guarantee that each guest interaction meets our exceptional OWN IT standard. As the final escalation point for complex issues, you will drive the department towards measurable performance outcomes.
Key Responsibilities:
• Full P&L and operational oversight of Operations and Guest Solutions
• Direct management of two Operations Managers and one Guest Solutions Manager
• Strategic planning, goal setting, and KPI development for all departmental functions
• Promote cross-training initiatives to ensure team flexibility across Guest Solutions
• Lead the integration of AI and modernization of processes across the department
• Act as the final escalation point for unresolved guest issues and operational conflicts
• Collaborate with the VP on budget management, headcount planning, and compensation decisions
• Develop and sustain standard operating procedures across both branches
• Conduct quarterly business reviews, presenting departmental performance to senior leadership
• Oversee the hiring, onboarding, coaching, and career development of team members
• Coordinate with Regional Directors to ensure alignment of field operations with company standards
• Monitor the performance of the virtual store support channel and drive continuous improvement.

