Retail Operations Manager - HQ

Our Story

J.Crew gets you dressed every day, for every occasion.

Since 1983, we’ve been creating classics that feel familiar and refreshingly new, crafted with unbeatable quality and distinctive point of view—it’s no wonder we’ve been in your closet for four decades and counting.

Today, we continue to do the classics our way, inspiring not only how you shop but how you define your personal style. Our commitment runs deeper than just making great clothes—we’re proud of our role in getting you dressed with confidence, character, and celebrating a distinctly American sensibility that makes us who we are.

Our dedication to Diversity, Equity, Belonging & Sustainability has been celebrated with industry recognition, reflecting our commitment to fostering an inclusive and sustainable workplace.

We are looking for a curious, analytical, and solutions-oriented Retails Operations Manager to join our team and make our stores run as efficiently as possible. This role primarily focuses on store systems, operational process improvement, and help desk leadership while overseeing critical store supply and packaging programs.

We are looking for a curious, analytical, and solutions-oriented Retails Operations Manager to join our team and make our stores run as efficiently as possible. This role primarily focuses on store systems, operational process improvement, and help desk leadership while overseeing critical store supply and packaging programs. This role is expected to be on-site three days: Tuesday-Thursday.

Responsibilities include:

• Find the friction in how stores work and turn it into solutions : build the business case, pilot with stores, measure adoption and impact, and scale what works across the fleet.
• Own the enhancement roadmap for our store systems, partnering with IT business partners to define requirements, prioritize the backlog, test and deliver against a regular release schedule that puts meaningful improvements in stores.
• Partner with IT business partners in formulating in-store hardware strategy and lifecycle planning, from evaluation and business case through rollout, refresh and replacement.
• Lead the Retail Help Desk across Levels 1 and 2, managing the internal Level 2 team and owning the outsourced Level 1 partnership, including service level agreements, ticket quality, knowledge base content and regular operational reviews.
• Own the escalation path for store-reported issues, driving them to root cause and partnering with IT business partners to eliminate recurring problems across the fleet.
• Modernize and standardize store policy and procedure documentation as a single source of truth and write and approve store communications for operational and system changes.
• Manage supplies and packaging vendors end to end, including procurement, warehousing, fulfillment and inventory health, while keeping critical items in stock and spend managed to budget.
• Determine supply budgets and usage forecasting, set store ordering best practices, and manage seasonal supply drops and holiday packaging milestones.
• Partner with Accounts Payable, Accounting and Procurement to reconcile invoicing and identify cost saving opportunities and represent Store Operations in RFPs and vendor negotiations.
• Work closely with the ROCs and field leadership teams on day-to-day operational needs, questions and approvals, and deliver recurring and ad-hoc reporting for the team.

DOES THIS SOUND LIKE YOU?

• Minimum of 5 years of experience in retail, focusing on store operations in high volume environments.
• Proven track record of improving store processes and systems and driving adoption of change across a large fleet.
• Experience partnering with cross-functional teams to define requirements, prioritize a backlog and deliver software enhancements; working knowledge of retail POS, store systems and hardware, and help desk ticketing platforms.
• Experience leading a team and managing third-party service providers, including service level, vendor and expense budget management.
• Exceptional communication, organizational and analytical skills, with the ability to translate store feedback into clear requirements; comfortable presenting to and influencing all levels, and facilitating meetings with business partners and vendors.
• Self-directed learner and problem solver by nature, with the aptitude to excel in a dynamic work environment while handling multiple projects with varying timelines.
• Knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).

We welcome you to apply, even if you don't check all the boxes. Our passion is scouting life-long learners who are driven by curiosity, and who feel connected to our brands and share our desire to make an impact. We’re always seeking bright new talent who leverage their unique experiences to discover, grow and evolve with our teams.

Benefits + Perks

• Health & Well-being - Eligible associates and family members receive medical, dental, prescription and vision insurance, family planning (fertility, adoption & surrogacy support), fitness discounts, medical travel and more.
• Associate Discount - We love our products just as much as you do! That’s why we offer a great associate discount across all of our brands (J.Crew, J.Crew Factory, and Madewell).
• Summer Fridays - In addition to our hybrid work model, we also close our office at 1:00 PM every Friday during the Summer months.
• Community Impact - We support the communities where we live and work through our philanthropic efforts and the J.Crew Cares Program.
• Winter Break - In addition to our PTO package, J.Crew Group offers a winter break at the end of December to eligible full-time associates at the Home Office to provide time to refresh and recharge.

Note: Availability of these benefits and perks may be subject to work location & employment type and may have certain eligibility requirements.

At J.Crew Group (JCG) we aim to pay competitively for our company’s size and industry. The base salary offered will take into account internal equity and may vary depending on the candidate’s geographic region of work premises, job-related knowledge, skills, and experience among other factors. The base salary is just one component of J.Crew Group’s competitive total rewards strategy that also includes the opportunity for bonus, competitive benefits and perks.

One of our core focuses here at JCG is creating a community and culture that builds belonging. We are deeply committed to our Diversity, Equity and Inclusion efforts, and we warmly welcome job applicants of all backgrounds.

JCG is proud to affirmatively provide equal opportunity to all associates and qualified applicants without regard to race, color, religion, national origin or citizenship, age, sex, marital status, ancestry, legally protected physical or mental disability, veteran status, gender identity, sexual orientation or any other basis protected under applicable law.