Retail Operations Manager

Overview At PGA TOUR Superstore, we are always looking for enthusiastic, self‑motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we are dedicated to hiring self‑less team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis. Position Summary 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. Expected to assume ownership of their designated departments, the role undertakes comprehensive management responsibilities for their 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, and shrink goals, while meticulously maintaining and optimizing inventory accuracy, store supplies, vendor relationships, technology, and facilities. They execute vital administrative tasks including timesheet approvals, time‑off requests, shift swaps, time and attendance record‑keeping, inventory adjustments, and other documentation in accordance with established policies and procedures. Key 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, in partnership with SLT, weekly retail and studio Associate schedules according 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. Create and foster a respectful and inclusive environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all Associates. Demonstrate a culture of 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 any issues and requests to SSC Partners by submitting a ServiceNow Ticket, taking full ownership of all Store ServiceNow tickets from initiation to resolution. Adhere to the same 24‑hour response rule as the SSC and ensure a timely response. Strategically plan weekly/monthly/quarterly workload to support business priorities by leveraging all workload planning tools to deliver a consistent customer experience at each location. 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 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 in leading Associates onboarding, learning, and help close the product knowledge/system gap through development coaching and Associate 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 within assigned departments. Provide hiring and termination recommendations based on skills/performance to the GM and AGM. Leverage all accountability paths including but not limited to performance improvement plans, coaching conversations, and formal write‑ups. Enable Associates to be champions of their products and services, ensuring Associates 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 by having products readily available for customers, 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 & planograms. Responsible for inventory accuracy through the consistent execution of the RTV process, accuracy in receiving daily receipts, proper tagging integrity before product placement on the sales floor, conduct accurate cycle counts, and manage inventory levels throughout the product lifecycle. Responsible for opening and closing the store at times without additional leadership presence. Responsibilities include but are not limited to cash handling procedure, deposits, customer escalation, opening/closing procedures, providing task direction to all departments, validating proper staffing in all departments to support store needs, maintaining brand/merchandising standards across the entire store, driving customer experience and Associate/Customer safety. Qualifications and Skills Communication: Strong listening and interpersonal skills. Good verbal and written communication skills with the ability to communicate cross‑functionally and convey expectations and standards to execute company programs. Analytical: Strong strategic skills with the ability to forecast business needs and develop comprehensive solutions to complex problems, identify opportunities, and increase sales while strengthening operational processes. Computer: Basic computer skills with 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 resources are properly allocated to meet objectives. Leadership: Ability to lead by example, enforce a high standard of customer service, and employ a servant‑leadership approach. Education: College degree or equivalent leadership experience. Experience: Leading small to large groups of Associates, including performance management, disciplinary action, and business controls. Working Conditions and Physical Demands Must be able to stand for extended periods of time, climb up and down a ladder, move throughout the store, and lift a 30lb. box overhead. Schedule Must be able to work a flexible work week, including nights, weekends, and holidays depending on business needs. Equal Opportunity Employer PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn’t just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination. An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report. #J-18808-Ljbffr Golf & Tennis Pro Shop, Inc. d/b/a PGA TOUR Superstore