Senior Manager, Retail Operations

POP MART (09992.HK), founded in 2010, is a leading global company in the trend culture and entertainment industry. Centered around IP, POP MART has built a comprehensive platform for creative incubation and IP operation, empowering global creators while delivering exciting products, services, and immersive entertainment experiences to consumers. The company identifies and nurtures emerging artists and designers worldwide, creating popular character IPs such as MOLLY, SKULLPANDA, DIMOO, THE MONSTERS, and Hirono. As of the end of 2025, POP MART operates over 630 physical stores and more than 2,637 Robo Shops across 20+ countries and regions, reaching audiences in over 90 countries.

About the role

This is a senior leadership role accountable for all retail store and field operations in North America. The Senior Manager, Operations will lead a growing team, drive operational excellence, and serve as the Operations representative to Executive Leadership. The role is based in Culver City, CA, with an expectation of five days per week working onsite to foster collaboration and team culture.

Responsibilities

• Lead, coach, and scale the Operations team, setting clear priorities and holding leaders accountable for results.
• Oversee the development of Store Managers and Field Leaders through structured training, coaching, and leadership development.
• Ensure accountability across operational leaders through performance management, attendance oversight, and consistent feedback.
• Provide oversight of all store Key Performance Indicators (KPIs), ensuring performance metrics are achieved and exceeded.
• Oversee execution of operational standards across store operations, inventory management, stock levels, and visual merchandising.
• Ensure store-level processes align with brand integrity, customer experience, and long-term growth objectives.
• Anticipate and resolve operational challenges at scale, driving consistent execution across all locations.
• Ensure full compliance with corporate policies, labor regulations, and legal requirements across the retail fleet.
• Oversee payroll management, headcount planning, and hiring strategy to align with labor budgets and profitability goals.
• Drive operational efficiency through streamlined processes, resource optimization, and cost controls.
• Act as the primary liaison between field operations and the support center, ensuring transparent communication with Los Angeles and China offices.
• Partner cross-functionally with Real Estate, Construction, HR, L&D, Marketing, Finance, and Visual Merchandising to align and execute initiatives.
• Support product launches, brand activations, and marketing campaigns with seamless operational execution.
• Oversee new store opening (NSO) planning and execution, ensuring operational excellence from site readiness to Grand Opening.
• Provide leadership oversight for Robo Shop operations, including performance optimization, staffing strategies, and sales initiatives.
• Own reporting and data creation for the Operations team, ensuring accuracy and relevance for store leaders, field teams, and executives.
• Leverage data to identify opportunities, monitor performance, and guide decision-making at store, regional, and executive levels.
• Work cross-functionally with IT to create data reporting tools that streamline processes and improve usability.
• Support the creation of presentation content for Executive Leadership updates, ensuring materials are polished and data-driven.
• Present operational updates to Field, Store, and Leadership teams, providing insights and recommendations.

Requirements

• Bachelor’s degree in Business, Operations Management, Retail Management, or a related field.
• 3+ years in a senior-level leadership role overseeing managers and/or cross-functional teams in a retail headquarters, corporate office, or support center environment.
• Demonstrated success in building and leading high-performing operations teams in a fast-scaling retail environment.
• Deep understanding of retail operations, including NSO planning/execution, store operations, payroll management, compliance, and merchandising standards.
• Proven ability to develop scalable SOPs, policies, and best practices across multiple regions.
• Advanced proficiency in Excel (Pivot Tables, VLOOKUP/INDEX-MATCH, conditional formatting, data validation, chart/graph creation, and basic macros preferred).
• Strong ability to turn raw data into actionable insights and strategic recommendations.
• Exceptional leadership, coaching, and team inspiration skills across multiple levels.
• Strong executive presence, with the ability to create and deliver compelling presentations to senior leaders.
• Highly collaborative with strong cross-functional influence.
• Commitment to delivering exceptional customer experiences and protecting POP MART’s brand integrity.
• Ability to balance efficiency, compliance, and customer satisfaction in decision-making.

Physical Requirements

• Ability to remain in a stationary position (e.g., seated or at a desk) for extended periods while operating a computer or other office equipment.
• Occasional lifting or moving of items weighing up to 25 pounds.

Benefits

• Market-competitive packages including 401k, health insurance, PTO, paid sick leave, and family leave.
• On-the-job training, leadership development, and stretch assignments to advance your career.
• Opportunities to take on larger responsibilities as POP MART’s North America business scales rapidly.

Pay

Pay range(s) are provided in compliance with state-specific laws and may vary by region. Offers are dependent on job-related knowledge, skills, and experience. This position may be eligible to participate in a company incentive program.