SYSTEM DIRECTOR OF RETAIL OPERATIONS

Job Summary

Morrison Healthcare (Retail Cafe Operations) runs a large retail food service portfolio of cafés, coffee shops, and grab-and-go programs across multiple hospitals. Retail has been managed site by site. As a result, practices, standards, and growth plans vary from one location to the next.

This newly created System Director of Retail Operations will be the single accountable leader for retail across Morrison Healthcare - Mayo Clinic Enterprise. You will set the strategy, standardize the guest experience, and grow revenue. Retail touches patients, families, visitors, and staff every day, so your work directly shapes people's experiences.

MUST reside or willing to relocate to: La Crosse, WI, Eau Claire, WI, or Mankato, MN.

Why This Role Matters
•    Retail generated roughly $7.3 million in revenue in 2025.
•    Eau Claire, La Crosse, and Mankato account for about 70% of retail sales. Several smaller sites generate under $150,000 a year and need a different operating model.
•    Performance varies widely. Some sites are growing strongly and others are declining, so there is real opportunity to spread what works.
•    Several MCHS sites are evaluating retail expansions, renovations, coffee programs, and future space planning. They need a leader to coordinate and guide those efforts.
•    MCHS already has system leaders for Culinary and Patient Dining. Retail is the missing piece.

Key Responsibilities
•    Develop and lead a system-wide retail strategy that aligns with operational efficiency and long-term organizational goals.
•    Own retail financial performance, including revenue growth, food cost, and net expense, and hold sites accountable for results.
•    Establish consistent retail standards and customer experience expectations across all sites.
•    Define and implement performance metrics and KPIs, and use them to identify and share best practices across locations.
•    Match service models to site size and volume, from high-volume cafés to smaller, lower-volume locations.
•    Lead retail growth initiatives, including expansions, renovations, coffee programs, and space planning, working with site leaders, Mayo partners, and facilities teams.
•    Evaluate pricing, menu, and market benchmarking to protect food cost ratios and strengthen revenue.
•    Prepare business cases (such as proformas, investment requests, and SBARs) and present them to Morrison and Mayo leadership and finance groups.
•    Partner with the System Executive Chef, the System Director of Patient Dining, and site leaders to keep retail aligned with the broader food service operation.
•    Coach and support site leaders so retail gets focused attention alongside their other operational demands.

Required Qualifications: 
•    Bachelor’s degree in hospitality, business, culinary management, or a related field, or equivalent experience
•    5+ years of progressive leadership in retail food service, such as cafés, coffee programs, or multi-unit operations
•    Demonstrated P&L ownership, including food cost, labor, and revenue management
•    Experience building and enforcing operating standards across multiple locations
•    Strong analytical skills, with comfort using sales, transaction, and cost data to make decisions
•    Excellent communication and relationship-building skills with executives, clinical partners, and site teams

Preferred Qualifications: 
•    Experience in healthcare, hospital, or other institutional food service
•    Experience leading new concept launches, remodels, or capital projects
•    Familiarity with POS, mobile and pre-order platforms, and retail pricing and menu engineering
•    Multi-site or regional leadership experience