Lead, Operations

canadagoose; Banff; On-site; CAD 65,000 - 85,000; Full time

Job summary

Canada Goose, located in Banff, is seeking a Lead, Operations to drive exceptional guest experiences through operational excellence. You will manage inventory, processes, tools, and store operations while championing Canadian Warmth and brand standards on a busy flagship floor.

You will coach a high-performing team, optimize scheduling and payroll, and partner with leadership to meet sales and profitability goals.

Qualifications

• 2-3 years of leadership experience in retail, hospitality, or a related customer-focused industry.
• Experience working in luxury, premium, or high-volume retail environments, ideally within a flagship location.
• Strong operational experience, including inventory management, payroll administration, workforce planning, expense management, and merchandise flow.
• Solid understanding of retail KPIs, business metrics, and operational reporting, with the ability to use data to drive performance.
• Passionate about operational excellence and delivering a seamless guest experience through strong execution and attention to detail.
• Proven ability to coach, motivate, and develop team members in a fast-paced environment.
• Agile and adaptable, with the ability to prioritize effectively and respond to changing business needs.
• Strong organizational, planning, and time management skills with the ability to manage multiple priorities.

Responsibilities

• Lead and coach the execution of all store operating procedures, ensuring consistency, compliance, and operational excellence across the business.
• Champion the effective use of store tools and platforms, including communication, scheduling, payroll, queue management, mobile, and virtual appointment systems.
• Oversee back-of-house operations, ensuring inventory is organized, accessible, and maintained to Canada Goose standards.
• Support inventory planning and merchandise flow to ensure product availability and an exceptional guest experience.
• Partner with store leadership to execute loss prevention strategies that protect company assets and support profitability.
• Collaborate with cross-functional teams to maintain an exceptional store environment reflective of a luxury lifestyle brand.
• Continuously identify opportunities to streamline processes and improve operational efficiency.
• Embody and inspire Canadian Warmth, ensuring every guest interaction reflects the Canada Goose brand and service standards.
• Lead by example on the sales floor, coaching service and selling behaviours that drive conversion, productivity, and guest satisfaction.
• Maintain visual merchandising standards that elevate the guest experience and bring brand to life.
• Resolve guest concerns with empathy and a solutions-focused approach while coaching the team on service recovery best practices.
• Strengthen the connection between the sales floor and back of house to ensure a seamless and efficient guest journey.
• Achieve or exceed sales and profitability objectives while supporting the overall success of the store.
• Analyze key performance metrics and support action plans that improve operational efficiency, sales productivity, and guest experience outcomes.
• Partner with store leadership to ensure the store has the inventory, labour, and operational resources needed to meet business goals.
• Foster an inclusive, collaborative, and high-performing team environment where employees feel supported and empowered to grow.
• Coach, mentor, and develop team members through ongoing feedback, training, and performance support.
• Lead and reinforce learning initiatives that strengthen operational knowledge and elevate team effectiveness.
• Support employee engagement by promoting open communication, accountability, and continuous development.
• Partner with store leadership on recruitment efforts to attract and retain exceptional talent.

Skills

Store leadership

Retail operations

Team coaching

Process improvement

Guest experience

Tools

POS systems

Inventory software

Scheduling software

Job description

Location

Cascade Shops

Address

317 Banff Avenue Unit M12/M13 - Cascade Plaza Banff, Alberta T1L 1C1 Canada

Job Title

Lead, Operations

Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by our purpose to embolden explorers and preserve the planet they roam. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.

Position Overview

As a key member of the store leadership team, the Lead, Operations is responsible for delivering the operational excellence that powers an exceptional guest experience. You bring Canadian Warmth to every interaction while ensuring inventory, processes, tools, and store operations are executed to the highest standards. With a passion for organization, efficiency, and continuous improvement, you lead by example, coach your team in the moment, and create an environment where operational excellence and service excellence go hand in hand. As a steward of our values and culture, you help drive performance across operations, guest experience, talent development, and business results.

What You'll Do

• Lead and coach the execution of all store operating procedures, ensuring consistency, compliance, and operational excellence across the business.
• Champion the effective use of store tools and platforms, including communication, scheduling, payroll, queue management, mobile, and virtual appointment systems.
• Oversee back-of-house operations, ensuring inventory is organized, accessible, and maintained to Canada Goose standards.
• Support inventory planning and merchandise flow to ensure product availability and an exceptional guest experience.
• Partner with store leadership to execute loss prevention strategies that protect company assets and support profitability.
• Collaborate with cross-functional teams to maintain an exceptional store environment reflective of a luxury lifestyle brand.
• Continuously identify opportunities to streamline processes and improve operational efficiency.
• Embody and inspire Canadian Warmth, ensuring every guest interaction reflects the Canada Goose brand and service standards.
• Lead by example on the sales floor, coaching service and selling behaviours that drive conversion, productivity, and guest satisfaction.
• Maintain visual merchandising standards that elevate the guest experience and bring brand to life.
• Resolve guest concerns with empathy and a solutions-focused approach while coaching the team on service recovery best practices.
• Strengthen the connection between the sales floor and back of house to ensure a seamless and efficient guest journey.
• Achieve or exceed sales and profitability objectives while supporting the overall success of the store.
• Analyze key performance metrics and support action plans that improve operational efficiency, sales productivity, and guest experience outcomes.
• Partner with store leadership to ensure the store has the inventory, labour, and operational resources needed to meet business goals.
• Foster an inclusive, collaborative, and high-performing team environment where employees feel supported and empowered to grow.
• Coach, mentor, and develop team members through ongoing feedback, training, and performance support.
• Lead and reinforce learning initiatives that strengthen operational knowledge and elevate team effectiveness.
• Support employee engagement by promoting open communication, accountability, and continuous development.
• Partner with store leadership on recruitment efforts to attract and retain exceptional talent.

Let's Talk About You

• 2-3 years of leadership experience in retail, hospitality, or a related customer-focused industry.
• Experience working in luxury, premium, or high-volume retail environments, ideally within a flagship location.
• Strong operational experience, including inventory management, payroll administration, workforce planning, expense management, and merchandise flow.
• Solid understanding of retail KPIs, business metrics, and operational reporting, with the ability to use data to drive performance.
• Passionate about operational excellence and delivering a seamless guest experience through strong execution and attention to detail.
• Proven ability to coach, motivate, and develop team members in a fast-paced environment.
• Agile and adaptable, with the ability to prioritize effectively and respond to changing business needs.
• Strong organizational, planning, and time management skills with the ability to manage multiple priorities.