Director of Retail Operations

  • Full Time
  • Chicago

Website Unison Consulting, Inc.

Enabling the Complex Business of Airports


Unison Consulting, Inc. (Unison) is a leading aviation consulting firm with more than 34 years of experience advising clients around the world. Unison has provided aviation consulting services to over 100 airports throughout the United States, Canada, South America and the Caribbean, including 17 of the 25 busiest U.S. airports. Unison is a recognized industry leader. Therefore, we seek self-motivated, driven individuals to help us bring innovative ideas to our clients. Interested individuals should have talents and experience commensurate with the position being pursued.


Unison Consulting serves at the Concessions Management Representative (CMR) on behalf of The Chicago Department of Aviation (CDA), with direct oversight of the concessions program at O’Hare International Airport (ORD) and program compliance responsibilities at Midway International Airport (MDW).  The Director of Retail Operations is responsible for day-to-day concessions management oversight responsibilities. The role includes managing a team of staff responsible for concessions inspections, merchandising, lease compliance, ACDBE/MWBE compliance, facility reviews, pricing, outreach activities, etc. The candidate reports directly to the General Manager/Managing Director. The position is full time and is required to be on site.

Primary Responsibilities:

  • Oversee operations management team inspections of concession’s retail and storage spaces, including other spaces as required.
  • Manage a team of lease compliance personnel tasked to monitor and enforce concessionaire compliance and accountability with at lease terms.
  • Oversee concessionaire badging process.
  • Oversee the preparation of concessions annual reviews to provide insight on performance and make recommendations on improvements in operations, merchandising, customer service, etc.
  • Assist in the planning of concession outreach activities.
  • Manage a team of tenant coordinators, who are responsible for providing architectural services for new store construction and development projects.
  • Assist in the planning and implementation of concessions job fairs.
  • Prepare for and attend concessionaire meetings as requested.
  • Respond to inquiries and complaints as directed by General Manager.
  • Oversee the maintenance, accessibility, training and improvements of the retail management software system.
  • Develop and maintain concessions management operational procedures and related guides.
  • Prepare for and lead monthly concessionaire merchant meetings.
  • Perform other tasks as assigned by General Manager.


The successful candidate will be a professional with demonstrated experience in a similar role with a strong preference for candidates with previous retail operations management experience, ideally within an airport concessions environment.

Experience and Training:

  • A Bachelor degree in business administration, finance, management or related area.
  • Minimum of 5 to 10 years of related experience
  • Detailed knowledge of retail management and operations. Knowledge of airport concessions operations is a plus.
  • Retail lease management and compliance experience.

Professional and Personal Characteristics:

  • Results-oriented and high energy.
  • Strong analytical, organizational and technical skills.
  • Outstanding oral and written communication skills and the ability to interact with a broad constituency.
  • Ability to multi-task in a fast-paced environment.
  • Ability to prioritize work and meet deadlines.
  • Passionate and committed to his or her own personal and professional development, as well as that of his or her colleagues.
  • Creative and innovative approach to problem solving and issue resolution.

Knowledge, Skills and Abilities:

  • Proficiency in MS Office
  • Management of multiple individuals or teams
  • Excellent business writing and verbal communication skills
  • Great positive attitude and a willingness to learn new skills

To Apply:


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