Senior Operations Manager

Job Summary

The Senior Manager of Retail Operations is responsible for overseeing the operational performance, personnel, inventory management, financial results, and overall business operations of multiple retail locations within an assigned region. This position provides strategic leadership and operational direction to ensure consistent execution, strong financial performance, exceptional customer experiences, and compliance with applicable laws and regulations.

Key Responsibilities

• Oversee daily operations, staffing, scheduling, inventory management, cash flow, and customer relations across assigned retail locations.
• Provide leadership, coaching, and support to General Managers and their teams to drive operational excellence and consistent business practices.
• Serve as a resource for leadership and employees regarding products, services, company policies, operational procedures, industry developments, and regulatory changes.
• Partner with corporate leadership to ensure timely and accurate communication of operational updates, initiatives, and expectations.
• Establish priorities, delegate responsibilities, and implement strategies that promote efficiency and consistency across all assigned locations.
• Develop and execute operational plans designed to achieve business objectives, improve performance, and maximize profitability.
• Evaluate customer feedback and market trends to identify opportunities for improvement and better serve customer and community needs.
• Monitor and analyze regional sales, inventory, financial performance, and profitability reports, providing regular updates and recommendations to senior leadership.
• Ensure accurate documentation and recordkeeping of business activities, including cash reconciliations, sales, inventory, deliveries, returns, and customer transactions.
• Partner with Human Resources and Talent Acquisition to develop staffing strategies, address workforce needs, and support effective recruitment and retention efforts.
• Identify opportunities to improve employee engagement, reduce turnover, and foster a positive, productive, and inclusive workplace.
• Participate in interviewing, candidate evaluation, and selection processes for leadership and store-level positions.
• Perform additional responsibilities as assigned.

Qualifications & Requirements

• Must be at least 21 years of age.
• High school diploma or GED required; bachelor's degree preferred.
• Minimum of three years of experience managing retail or hospitality operations, preferably at the Store Manager or equivalent leadership level.
• Demonstrated ability to lead, develop, and manage multiple teams effectively.
• Strong operational leadership skills within a customer-focused business environment.
• Excellent communication, interpersonal, and customer service skills.
• Understanding of accounting principles and the ability to interpret financial statements and business performance reports.
• Proven experience analyzing financial data and using metrics to drive operational improvements.
• Proficiency with computer systems and business-related software.
• Working knowledge of business processes, operational procedures, and system development.
• Ability to manage confidential and sensitive business and employee information appropriately.
• Demonstrated ability to make sound business decisions, prioritize competing responsibilities, and resolve operational challenges.
• Must successfully pass all applicable background screening requirements.

Physical & Mental Demands

While performing the responsibilities of this position, the employee is frequently required to remain stationary, move throughout the workplace, communicate effectively, and operate or handle various objects, tools, and equipment. The employee may occasionally be required to lift or move items weighing up to 10 pounds and may be required to stand for extended periods, potentially up to 90% of the workday.

Specific abilities required include normal hearing, with or without correction, close-range vision, and the ability to adjust focus. The physical and mental requirements described are representative of those necessary to perform the essential functions of the position, with or without reasonable accommodation.

Working Environment

Work is primarily performed within a retail environment. The noise level is generally moderate. The working environment described is representative of the conditions an employee may encounter while performing the essential functions of the position.

Equal Employment Opportunity

We are committed to providing equal employment opportunities and fostering an inclusive workplace built on diversity, respect, and belonging. We strive to create a positive environment for our employees, customers, and the communities we serve.