Retail Operations Training Manager

Reports to: Director of Operations

Location: GTHA

About Stitch It

Stitch It Alterations and Dry Cleaning is North America’s premier provider of tailoring and dry-cleaning services, renowned for our 30-day fit guarantee.

Job Summary:

The Retail Operations Training Manager is responsible for strengthening operational consistency, employee capability, and service excellence across Stitch It stores.

This is a highly field-based role that works directly with Store Managers, District Managers, and store teams to ensure employees are properly trained, operational standards are consistently understood and executed, and Company processes are effectively translated into day-to-day store practices.

The role combines training, coaching, operational observation, and field support. The Field Training & Operations Manager provides an additional layer of field leadership focused on capability, execution, consistency, and continuous improvement.

The position will regularly visit stores, observe operations and employee performance, identify knowledge or execution gaps, provide hands-on coaching, and partner with District Managers and Store Managers to implement corrective training and operational improvements.

Key Responsibilities

Field Training & Employee Development

• Deliver and reinforce Company training programs across the store network.

• Support the effective onboarding and training of new Store Managers, Customer Service Associates, Production Associates, and other store employees.

• Conduct hands-on, in-store coaching to strengthen employee knowledge, skills, confidence, and execution.

• Validate that employees understand and consistently apply Company procedures, service expectations, systems, and operational standards.

• Identify individual and store-level training gaps and develop appropriate coaching or retraining plans.

• Support Store Managers in developing their capability as trainers and coaches for their own teams.

• Reinforce the consistent use of Company training tools, onboarding checklists, assessments, certifications, and operating procedures.

• Support the development and certification of internal trainers and high-potential employees where applicable.

Operational Excellence & Store Execution

• Conduct regular store visits to observe operational execution and identify opportunities for improvement.

• Evaluate consistency in the execution of Company standards, policies, procedures, and operational tools.

• Reinforce proper execution of customer service standards, garment intake, fitting and pinning, production preparation, workflow, quality expectations, and order completion.

• Review the effective use of Stitch It systems and operational processes, including SIA and other Company tools.

• Observe store routines, organization, workflow, scheduling practices, team deployment, and overall operational readiness.

• Identify recurring operational gaps and work with District and Store Managers to implement sustainable solutions.

• Support the implementation and reinforcement of new Company processes, programs, systems, policies, and operational initiatives.

Customer Experience & Service Standards

• Champion consistent customer service standards across the store network.

• Coach employees on customer interaction, needs assessment, fitting and pinning, alteration recommendations, garment preparation, and overall service execution.

• Observe customer interactions in the field and provide immediate, practical coaching where appropriate.

• Identify service trends or recurring gaps that may negatively impact customer satisfaction.

• Reinforce established customer complaint and escalation processes.

• Partner with Operations to improve service consistency using available indicators such as customer feedback, Google Reviews, on-time performance, redos, and other relevant measures.

Store Manager & Leadership Coaching

• Provide practical coaching to Store Managers on team leadership, employee training, operational execution, customer service, and performance expectations.

• Support newly appointed Store Managers during their transition and initial development period.

• Identify leadership capability gaps and partner with the District Manager and HR on appropriate development actions.

• Reinforce Store Manager accountability for training, coaching, and maintaining Company standards within their own teams.

• Share observations regarding high-potential employees and future trainers or leaders with District Managers and HR.

Training Standards & Continuous Improvement

• Evaluate the effectiveness of existing training programs through field observation, employee feedback, assessments, and operational results.

• Identify gaps between documented procedures and actual store execution.

• Recommend improvements to onboarding programs, training materials, checklists, assessments, SOPs, and operational tools.

• Partner with HR and Operations to ensure training materials remain practical, current, and aligned with business needs.

• Identify best practices within high-performing stores and help standardize successful practices across the organization.

• Provide regular reporting on training activity, recurring gaps, store observations, and recommended actions.

Qualifications & Experience

• 5+ years of progressive retail operations, multi-unit retail, field training, or store leadership experience.

• Strong understanding of retail store operations and frontline employee development.

• Previous Store Manager, District Manager, Field Trainer, or multi-store leadership experience strongly preferred.

• Demonstrated experience coaching Store Managers and frontline employees.

• Strong facilitation, training, communication, and presentation skills.

• Ability to identify performance and operational gaps and translate observations into practical actions.

• Strong customer-service orientation and understanding of service-based retail environments.

• Comfortable working independently and spending significant time in stores.

• Strong organizational, follow-up, and reporting skills.

• Ability and willingness to travel regularly across assigned markets.

• Experience supporting geographically dispersed retail locations is an asset.

• Regular travel required.

Why Join Stitch It?

Lead with impact at a company that values excellence and innovation. As Retail Operations Training Manager, you’ll shape our region operations, driving growth and delivering exceptional customer experiences. If you’re a seasoned leader passionate about retail and ready to champion Stitch It’s values, apply today to join our team!

Stitch It is committed to creating an inclusive, accessible work environment. We are an equal opportunity employer and welcome applications from individuals of all abilities.

Accommodations are available upon request throughout the recruitment and selection process.

If you require any accommodation, please contact us at [email protected] and we will work with you to meet your needs.