Director of Operations and Guest Solutions

Director, Operations and Guest Solutions

Join our winning team, 1915 South, as the Director of Operations and Guest Solutions. 1915 South owns and operates 30 Ashley stores and 3 distribution centers across the southeast, including locations in Georgia, Florida, Alabama, North Carolina, Mississippi, and Virginia. Our company is focused on employee growth and development, providing exceptional customer service and being passionate about what we do! If you want to take your career to a new level of professional success with the #1 Furniture Brand in the world, complete an application with us today!

Position Summary:

The Director of Operations and Guest Solutions leads the entire department, overseeing both the regional Operations branch and the centralized Guest Solutions team. This role is responsible for strategic direction, cross-functional alignment, process improvement, and ensuring every guest interaction reflects the OWN IT standard. The Director serves as the final escalation point for complex issues and drives the department toward measurable performance outcomes.

Job Duties:

• Full P&L and operational ownership of Operations and Guest Solutions

• Direct leadership of two Operations Managers and one Guest Solutions Manager

• Strategic planning, goal setting, and KPI development for all department functions

• Drive cross-training initiatives to maintain team interchangeability across Guest Solutions

• Lead AI integration and process modernization across the department

• Serve as final escalation point for unresolved guest issues and operational disputes

• Partner with VP on budget management, headcount planning, and compensation decisions

• Develop and maintain standard operating procedures across both branches

• Conduct quarterly business reviews and present department performance to senior leadership

• Oversee hiring, onboarding, coaching, and career development for all team members

• Coordinate with Regional Directors to ensure field operations align with company standards

• Monitor virtual store support channel performance and drive continuous improvement.

Required Qualifications:

· Education: Bachelor's degree in Business, Operations, or related field, preferred; Equivalent experience considered.

· Experience: 10+ years of operations or customer service management experience, required.

Physical and Work Environment Requirements:

· Physical Demands: Lifting (10lbs), Standing (25% of Time), Travel (25% of Time)

· Work Environment: Office Setting/ Field,

· Schedule: Weekdays and occasional weekends, as needed.

Why 1915 South?

· Compensation : Competitive commission-based pay with performance bonuses

· Benefits : Comprehensive benefits package for you and your family, including medical, dental, vision, disability, and life insurance

· Paid Time Off : Paid vacation and sick leave

· Retirement: 401(k) retirement plan with company matching contributions

· Tuition Assistance : College tuition support through Thomas University

· Employee Discounts : Generous employee discounts on furniture

· Career Development : Long-term career advancement opportunities with a strong promote-from-within culture. Many of our leaders at 1915 South began their careers here- when you join us, you’re not just taking a job, you’re building a future!