Retail Operations Manager

Job Description

Job Description

Retail Operations Manager

About The Costumer

For more than 108 years, The Costumer has helped bring theatre to life. We rent and sell costumes to schools, theatres, universities, and consumers across the United States and Canada. Every year, we support thousands of productions while advancing scholastic theatre and the confidence, creativity, communication, and collaboration it inspires.

We're looking for a collaborative, hands-on Operations Manager to lead our day-to-day operations and help ensure every customer receives an exceptional experience.

Position Summary

The Retail Operations Manager is responsible for leading the daily operations of The Costumer, including our production studio, fulfillment operations, and retail store. This role ensures customer orders are produced accurately, shipped on time, inventory is well managed, and employees have the support and direction they need to succeed.

Reporting directly to the President/ CEO, you'll oversee workflows, coach employees, improve operational processes, and help create a positive, accountable workplace culture. This is an ideal opportunity for a leader who enjoys balancing people management with operational execution in a mission-driven organization.

Key Responsibilities

Operations Leadership

• Oversee the daily operations of the production studio, fulfillment center, and retail store.

• Ensure rental and retail orders are completed accurately and delivered on time.

• Coordinate workflows across departments to maximize efficiency and customer satisfaction.

• Monitor inventory availability to ensure costumes are available for scheduled rentals and customer commitments.

• Identify opportunities to improve operational processes, productivity, and service levels.

Team Leadership

• Supervise, coach, and develop team leads across multiple departments.

• Create staff schedules that balance business needs with employee availability.

• Foster a collaborative, respectful, and customer-focused culture.

• Provide regular coaching, feedback, and performance support.

• Help onboard and train new employees.

Customer Experience

• Lead by example in delivering exceptional customer service.

• Resolve customer concerns professionally and efficiently.

• Work closely with sales and customer service teams to ensure customer expectations are consistently exceeded.

Business Operations

• Serve as the operational leader when the President/ CEO is off-site.

• Monitor operational performance, productivity, inventory, and key business metrics.

• Maintain accurate operational records and support continuous improvement initiatives.

• Partner with department leaders to ensure operational goals align with company objectives.

• Support special projects and other operational initiatives as needed.

Required

• 5+ years of operations management experience in retail, manufacturing, production, fulfillment, distribution, or a similar environment.

• 5+ years of supervisory or people management experience.

• Demonstrated success leading teams and improving operational performance.

• Strong organizational, planning, and problem-solving skills.

• Excellent communication and interpersonal skills.

• Ability to prioritize multiple projects in a fast-paced environment.

• High school diploma or equivalent.

Preferred

• Associate's or Bachelor's degree in Business, Operations Management, Supply Chain, or a related field.

• Experience with inventory management and production scheduling.

• Experience in a retail, rental, manufacturing, or distribution environment.

• Passion for theatre, education, or the arts.

What We're Looking For

We're seeking someone who is:

• A servant leader who motivates and develops people.

• Highly organized and execution-focused.

• Calm under pressure and comfortable making decisions.

• Customer-focused with a commitment to service excellence.

• Accountable, dependable, and results-oriented.

• A continuous improvement mindset who enjoys finding better ways to work.

• Excited to contribute to a mission-driven organization that supports schools and the performing arts.

Schedule & Location

• Full-time (40+ hours per week)

• On-site in Schenectady, NY

• Must reside within commuting distance of the Capital Region

Compensation

$70,000–$82,000 annually , depending on experience.

Benefits

• Medical, Dental & Vision Insurance

• 401(k)

• Employee Ownership

• Employee Discount

• Professional Development Opportunities

• Paid Time Off

How to Apply

Please submit your resume along with a brief cover letter describing your leadership experience and why you're excited to join The Costumer.

The Costumer is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.