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 selfless 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. The OM oversees critical business enablers such as labor budgets, store expenses, shrink goals, inventory accuracy, store supplies, vendor relationships, technology, and facilities. They execute administrative tasks including timesheet approvals, time‑off requests, shift swaps, 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 and team performance, core values behaviors, and company loyalty. Plan and prepare, in partnership with senior leadership, weekly retail and studio associate schedules according to state and local labor requirements, associate availability, workforce engagement SOP, and budget considerations. Train new associates and store leaders on the scheduling process and workforce management system navigation. Foster a respectful and inclusive environment, welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all associates. 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 and ensuring a timely response. Strategically plan weekly, monthly, and quarterly workloads to support business priorities using all available planning tools to deliver a consistent customer experience at each location. Maintain company 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. Lead associate onboarding, learning, and 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 and performance to the GM and AGM. Leverage all accountability paths, including performance improvement plans, coaching conversations, and formal write‑ups. Enable associates to be champions of their products and services, ensuring they 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, develop talent plans, 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, strong store presentation, and consistent e‑commerce process execution. Support senior leadership in delivering on all HR operational and cyclical programs to maintain compliance. Ensure execution and inspect accuracy of all company‑directed bulletins, game plans, and planograms. Retain a passionate team with area‑specific knowledge and expertise. Implement and execute all development plans set in place by the GM/AGM. Maintain inventory accuracy through the consistent execution of the RTV process and accurate cycle counts. Open and close the store at times without additional leadership presence, handling cash procedures, deposits, customer escalation, opening/closing procedures, and providing task direction to all departments. Qualifications and Skills Required Communication: Strong listening, interpersonal, and cross‑functional communication skills (verbal and written). Analytical: Strategic skills to forecast business needs and develop comprehensive solutions to complex problems. 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 and enforce a high standard of customer service using 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, climb up and down a ladder, move throughout the store, and lift a 30‑lb box overhead. Schedule Must be able to work a flexible work week and work nights, weekends, and holidays depending on business needs. Equal Opportunity Employer PGA TOUR Superstore 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+), 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. Associates who believe they are 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. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. #J-18808-Ljbffr Golf & Tennis Pro Shop, Inc. d/b/a PGA TOUR Superstore