Retail Operations Manager

Duke University:

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Be You.

At Duke, we believe great experiences start with great people. As the Retail Operations Manager, you'll play a critical role in supporting the daily success of Duke Dining's retail operations across campus. Your expertise, attention to detail, and commitment to excellence will help create safe, welcoming, and high-quality dining experiences for students, faculty, staff, and visitors.

In this role, you'll collaborate with dining partners, university stakeholders, service providers, and operational teams to ensure every location operates efficiently, safely, and consistently. If you're a relationship-builder who thrives in a fast-paced environment and enjoys solving complex operational challenges, we invite you to bring your talents to Duke.

Be Bold.

As the Retail Operations Manager, you'll help shape the operational excellence of one of the nation's leading higher education dining programs. You'll drive initiatives that support food safety, quality assurance, facility readiness, and exceptional customer experiences while partnering with diverse teams across the university.

What You'll Do

Lead Retail Operations Excellence

• Support and coordinate daily operational activities across Duke Dining retail locations.
• Manage and advance departmental initiatives, priorities, and operational projects from planning through completion.
• Monitor operational performance and identify opportunities for improvement.
• Develop, maintain, and analyze operational reports, tracking tools, and performance metrics.
• Monitor project deliverables and action items to ensure timely completion.
• Provide leadership with operational updates, recommendations, and insights.
• Build strong partnerships with third-party operators, campus partners, vendors, contractors, and service providers.
• Support accountability, resource coordination, and problem resolution across multiple stakeholders.

Champion Food Safety and Quality

• Support food safety, sanitation, regulatory compliance, and quality assurance programs.
• Conduct operational audits, inspections, and assessments to maintain high standards.
• Track audit findings and corrective action plans through resolution.
• Maintain documentation supporting compliance initiatives and operational reviews.
• Assist with preparation for internal, university, regulatory, and third-party assessments.
• Identify, escalate, and help resolve safety, compliance, food safety, and service concerns.

Support Facilities, Equipment, and Asset Management

• Coordinate maintenance, repair, cleaning, inspection, and operational readiness activities.
• Maintain schedules and records for recurring facility-related services such as pest control, hood cleaning, and inspections.
• Partner with Facilities Management, contractors, service providers, and operators to coordinate service requests and work orders.
• Track maintenance needs and ensure issues are addressed in a timely manner.
• Assist with equipment planning, lifecycle management, and replacement considerations.
• Coordinate operational technology, vendor support, and resource needs.
• Support inventory management and departmental asset tracking.

Drive Projects, Events, and Campus Initiatives

• Coordinate and participate in meetings related to operations, safety, maintenance, and strategic projects.
• Document decisions, action items, responsibilities, and timelines.
• Support project implementation from concept through execution.
• Assist with university events, special programs, and campus-wide initiatives.
• Coordinate logistics and operational resources to ensure successful event execution.
• Provide flexibility to support evolving operational and departmental needs.

Contribute Beyond the Role

• Support departmental, divisional, and university priorities through additional projects and initiatives.
• Perform other duties as assigned in support of Duke Dining's mission and operational goals.

What You'll Bring

Required Qualifications

Education

• Work requires communication, analytical and organizational skills generally acquired through completion of a bachelor's degree in hospitality management, food service management, or as related to culinary arts, business management or a related field.

Experience

• Minimum of three years of multi-unit restaurant management experience.

Equivalent combinations of relevant education and experience will be considered.

Strongly Preferred Experience:

• Three to five years of progressively responsible experience in food service, hospitality, retail operations, or a related operational environment is preferred, with experience in a multi-unit or similarly complex organization desirable.
• Demonstrated knowledge of HACCP principles and experience in multi-unit food service or hospitality operations.
• Ability to learn, evaluate, and support emerging technologies, digital tools, and process improvements that enhance operational effectiveness.
• Operational audits, inspections, and corrective-action tracking.
• Facilities, equipment, and maintenance coordination.
• Vendor and service-provider coordination.
• Inventory and asset management.
• Operational programs within complex or multi-unit environments.

Preferred Skills and Competencies:

• Demonstrated critical thinking, troubleshooting, problem-solving, and sound decision-making skills.
• Ability to evaluate operational conditions, identify concerns, initiate appropriate action, and drive matters through completion.
• Strong written, verbal, interpersonal, and relationship-building skills.
• Ability to collaborate effectively with internal and external partners across organizational boundaries.
• Working knowledge of food service operations, safety, compliance, facilities, equipment, and related operational functions.
• Valid driver’s license and favorable driving record.
• Ability to pass or have current certification for ServSafe® Manager.

Physical Demands

• Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
• This position requires regular activity across Dining facilities, administrative office, Dining warehouse, and other campus locations and may include work in active food service and operational environments.
• Must be able to lift minimum of 20 lbs.

Choose Duke.

When you join Duke, you become part of a world-class institution dedicated to education, research, innovation, and service. Duke Dining plays an important role in fostering community by creating exceptional dining experiences that support student success and campus engagement.

At Duke, you'll find:

• A collaborative and inclusive work environment where every voice matters.
• Opportunities for professional growth and continuous learning.
• Meaningful work that impacts thousands of students, faculty, staff, and visitors each day.
• The ability to contribute to operational excellence within one of higher education's most respected institutions.
• Comprehensive benefits designed to support your health, well-being, financial future, and work-life balance.

Ready to Make a Difference?

Bring your operational expertise, passion for service, and commitment to excellence to Duke Dining. Apply today and help create exceptional dining experiences that strengthen our campus community.

Be You. Be Bold. Choose Duke.