Retail Operations Manager

About the Role

The Operations Manager (OM) is a proficient leader in operations, processes, and efficiency. They are pivotal in delivering a consistent Customer experience by managing product presentation, availability, pricing accuracy, and signage on the sales floor. This role assumes ownership of designated departments, undertaking comprehensive management responsibilities for Associates, ensuring promptness, efficiency, and inventory accuracy for both in-store and e-commerce merchandise. The Operations Manager oversees critical business enablers such as labor budgets, store expenses, shrink goals, inventory accuracy, store supplies, vendor relationships, technology, and facilities.

Responsibilities

• Create a strong culture of appreciation by consistently recognizing and rewarding excellent individual/team performance, Core Values behaviors, and Company loyalty.
• Plan and prepare weekly retail and STUDIO Associate schedules in partnership with SLT, adhering to state and local labor requirements, Associate availability, Workforce Engagement SOP, and budget considerations.
• Train all new Associates and Store Leaders on the scheduling process and Workforce Management system navigation.
• Foster a respectful and inclusive environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all Associates while demonstrating ethical conduct, safety, and compliance.
• Champion a culture where Associates love to work, and Customers love to shop; recognize service behaviors and reward outstanding performance in partnership with the Store Leadership Team.
• Report issues and requests to SSC Partners by submitting a ServiceNow Ticket, taking full ownership of all Store ServiceNow tickets from initiation to resolution, adhering to a 24-hour response rule.
• Strategically plan weekly/monthly/quarterly workload to support business priorities by leveraging workload planning tools to deliver a consistent Customer experience.
• Maintain the Company’s Operational and Merchandising Standards through consistent evaluation of the sales floor and training of Associates as needed.
• Ensure compliance with all Company Standard Operating Procedures (SOPs) through process observation and extensive Associate training and communication.
• Ensure compliance with all Loss Prevention policies and procedures to maintain store inventory accuracy and a safe and secure workplace.
• Support Associate onboarding, learning, and development to close product knowledge and system gaps through coaching and interaction.
• Engage in consistent and meaningful development conversations with all assigned Associates throughout their employment journey.
• Conduct scheduled department walks with the Department Head on a consistent weekly cadence to maintain operational excellence, Customer experience, and Associate engagement.
• Provide hiring and termination recommendations based on skills/performance to the GM and AGM, leveraging accountability paths including performance improvement plans and coaching conversations.
• Enable Associates to be champions of their products and services, ensuring they can inform, educate, and promote offerings to Customers.
• Lead and create a service culture that prioritizes the Customer experience; model, train, and coach to deliver on these expectations.
• Anticipate staffing needs, talent plan, and recruit—both long and short term—to maintain the best in-store Customer experience in each department.
• Build and develop a team of passionate and knowledgeable logistic Associates who strive to exceed Customer expectations through product availability, strong store presentation, and consistent e-commerce process execution.
• Support SLT in delivering on all HR Operational and cyclical programs to maintain compliance.
• Ensure execution and inspect accuracy of all Company-directed bulletins, Game Plans, and planograms.
• Retain a passionate team for area-specific knowledge and expertise through implementation and execution of all development plans set by GM/AGM.
• Responsible for inventory accuracy through consistent execution of the RTV process, accurate receiving of daily receipts, proper tagging integrity before product placement, conducting accurate cycle counts, and managing inventory levels throughout the product lifecycle.
• Responsible for opening and closing the store at times without additional leadership presence, including cash handling procedures, deposits, Customer escalation, opening/closing procedures, task direction, staffing validation, maintaining brand/merchandising standards, and driving Customer and Associate safety.

Requirements

• College Degree or equivalent leadership experience.
• Experience leading small to large groups of Associates, including performance management, disciplinary action, and business controls.

Skills

• Communication: Strong listening and interpersonal skills; good verbal and written communication skills; ability to communicate cross-functionally and set expectations.
• Analytical: Strong strategic skills and the ability to forecast business needs; develop comprehensive solutions to complex problems; identify opportunities to increase sales and strengthen operational processes.
• Computer: Basic computer skills with a working knowledge of Microsoft Office Suite, including Outlook.
• Accountability: Ability to manage conflict, lead conflict resolution, and hold others accountable.
• Business Acumen: Strong business acumen with complete accountability for P&L management.
• Organization: Ability to organize multiple priorities to ensure proper resource allocation to meet objectives.
• Leadership: Ability to lead by example and enforce high standards of Customer service with a Servant Leadership approach.

Schedule

Must be able to work a flexible work week, including nights, weekends, and holidays depending on business needs.

Pay

$22.00 - $25.25 USD hourly.

Working Conditions and Physical Demands

• Must be able to stand for extended periods of time.
• Must be able to climb up and down a ladder.
• Must be able to move throughout the store.
• Must be able to lift a 30 lb. box overhead.