Job Description

Retail Operations Manager

Los Angeles, CA(On-site)

POP MART, founded in 2010 (SEHK: 9992), is a market-leading entertainment company and a global champion of designer toy culture. Through global artist development, IP operations, designer toy culture evangelism, and strategic investments, we have built an integrated platform covering the entire designer toy value chain, allowing artists to focus solely on their craft and giving stage to talent from all over the world. With 4,000+ employees worldwide, POP MART has successfully set foot in more than 23 countries and regions, serving a diverse audience of cultural pioneers and art fans.

Job Overview

The Retail Operations Manager is a key leader responsible for driving the operational performance, efficiency, and strategic direction of retail operations across multiple locations. This role encompasses leadership in process optimization, team management, and customer experience. The Retail Operations Manager will play a critical role in defining, standardizing, and enhancing operational procedures, policies, and best practices in partnership with cross-functional teams. The ideal candidate will be a visionary leader with a deep understanding of retail operations, strong process-oriented thinking, and the ability to implement and enforce standard operating procedures (SOPs) at scale.

What You Will Achieve

Strategic Operational Leadership :

• Drive the operational strategy for all retail locations, ensuring alignment with company growth objectives and long-term initiatives.
• Evaluate current workflows, processes, and technology to implement scalable solutions that improve efficiency and profitability.
• Collaborate closely with leadership to translate strategic goals into operational execution plans.

SOP Development and Implementation :

• Research, create, and document Standard Operating Procedures (SOPs) for all key operational activities, ensuring alignment with best practices and regulatory requirements.
• Lead the writing, revision, and implementation of SOPs across all retail stores to standardize operations and improve consistency.
• Ensure SOPs are kept current and relevant, making necessary updates as the business evolves and regulatory landscapes change.
• Collaborate with department heads to ensure operational policies are compliant, effective, and understood across all levels of the organization.

Policy Development & Compliance :

• Write and enforce company policies related to store operations, customer service standards, and employee conduct.
• Ensure that all stores maintain compliance with both internal policies and external regulations (e.g., health, safety, labor laws).
• Lead audits and inspections to ensure adherence to policies and procedures.

Cross-Functional Collaboration :

• Work closely with HR and Learning & Development teams to integrate new SOPs and best practices into training programs for store teams.
• Actively participate in developing training content and programs to facilitate smooth adoption of new policies and procedures.
• Partner with the legal and compliance teams to ensure that all operational processes meet regulatory standards.

Customer Experience & Brand Integrity :

• Champion the customer experience by ensuring operational processes support seamless, high-quality service delivery.
• Collaborate with marketing and product teams to implement promotions, product launches, and visual merchandising strategies that align with brand standards.
• Use customer feedback to continuously refine operational strategies and improve the customer journey.

Financial Accountability & Budget Oversight :

• Develop, manage, and monitor retail budgets to ensure alignment with company financial goals and operational efficiency.
• Lead initiatives to control costs and improve profit margins without sacrificing quality or customer satisfaction.
• Provide regular financial reports to leadership, outlining opportunities for cost savings and revenue optimization.

Operational Excellence & Process Optimization :

• Lead initiatives to streamline operational processes, improve productivity, and eliminate inefficiencies.
• Oversee inventory management, supply chain coordination, and loss prevention efforts to maintain optimal stock levels and reduce shrinkage.
• Ensure all stores maintain compliance with health and safety standards, as well as legal requirements.

What You Will Need

• Bachelor’s degree in Business, Operations Management, Retail Management, or a related field.
• 5+ years of experience in multi-store retail operations, with a minimum of 3 years in an office management role.
• Demonstrated success in developing and implementing SOPs, policies, and best practices in a retail environment.
• Proven track record in driving operational improvements, leading teams, and delivering strong financial results in a high-growth retail environment.
• Leadership & Vision : Exceptional ability to lead teams and inspire action toward a shared vision, with a focus on operational excellence and growth.
• Process Management : Expertise in developing, implementing, and managing SOPs, policies, and best practices.
• Collaboration : Strong cross-functional leadership skills with the ability to work closely with HR, Learning & Development, and other key stakeholders.
• Customer-Centric : Deep commitment to improving customer experiences and upholding brand integrity.
• Analytical & Strategic Thinking : Ability to leverage data and insights to drive operational improvements and support business goals.

What We Offer

• Market-competitive packages: we provide 401k, health insurance, PTO leave, paid sick leave, and family leave, etc.
• Opportunities to learn and lead: we provide on-the-job training to ensure employees are equipped with the most up-to-date skill sets and knowledge
• Career development: we work with you to advance your career through short-term assignments, and new experiences, etc.

*POP MART is committed to equal pay initiatives and will not ask candidates for their current or past salary.

**As an Equal Opportunity Employer, POP MART does not discriminate against applicants or employees because of race, color, creed, religion, sex, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other status or condition protected by applicable federal, state or local law.

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