Lead, Operations

Canada Goose; Oakbrook Terrace (IL); On-site; Full time

Job summary

Canada Goose is seeking a Lead, Operations to join their store leadership team in Oakbrook Terrace. This role involves ensuring exceptional customer service, supporting store operations, and leading the team to achieve sales and performance goals. Candidates should have leadership experience in luxury retail and a strong understanding of retail metrics.

Benefits

Competitive total rewards program

Opportunities for career growth and development

Recognition programs like Goose Rewards & ICON Rewards

Community involvement through CG Gives

Resources supporting physical and mental health

Supportive leadership and colleagues

Qualifications

• 2-3 years of leadership experience in a related industry.
• Experience with luxury lifestyle brands in high-traffic locations.
• Knowledge of payroll, inventory, and expense management.

Responsibilities

• Lead, coach, and support all SOPs, ensuring excellent customer service.
• Implement loss prevention strategies and maintain store standards.
• Achieve sales targets and analyze KPIs to drive performance.

Skills

Leadership

Customer Service

Time Management

Retail Metrics

Detail-oriented

Adaptability

Bilingual

Job description

Join to apply for the Lead, Operations role at Canada Goose

Location: 100 Oakbrook Center Oakbrook, Illinois 60523 United States of America

Hourly Rate: $32.50 / hour

Position Overview: As a key member of the store leadership team, the Lead – Operations is responsible for creating engaging customer journeys, supporting Canada Goose's position as a luxury lifestyle brand. You embody Canadian Warmth, demonstrating expertise and conveying warmth in every interaction. Your role involves ensuring excellent customer service, supporting store operations, and leading the team to achieve sales and performance goals.

Key Responsibilities:

• Lead, coach, and support all SOPs, including stockroom standards, cleanliness, and opening/closing procedures.
• Ensure the use of strategic tools like communication platforms, scheduling, payroll, and queue management systems.
• Maintain back-of-house standards and support inventory and merchandise flow.
• Implement loss prevention strategies to reduce loss and increase profitability.
• Partner with cross-functional teams to maintain store standards and customer experience.
• Deliver superior customer service reflecting Canadian Warmth, aiming for high Net Promoter Scores (NPS).
• Lead sales initiatives to improve conversion rates and units per transaction, and ensure visual merchandising aligns with brand standards.
• Resolve customer issues, develop solutions, and coach the team for future challenges.
• Support seamless integration between sales floor and back of house operations.
• Achieve sales targets and analyze KPIs to drive performance.
• Assist in resource planning, talent development, and fostering an inclusive environment.
• Mentor team members and promote employee engagement and feedback.

Qualifications:

• 2-3 years of leadership experience in a related industry.
• Experience with luxury lifestyle brands, preferably in high-traffic locations.
• Knowledge of payroll, inventory, and expense management.
• Strong understanding of retail metrics and analytics.
• Detail-oriented, adaptable, with excellent time management skills.
• Proficiency in another language is an asset.

What’s in it for you?

• A company rooted in Canadian heritage.
• Competitive total rewards program.
• Opportunities for career growth and development.
• Recognition programs like Goose Rewards & ICON Rewards.
• Community involvement through CG Gives, including donation matching and volunteer time.
• Resources supporting physical and mental health.
• Supportive leadership and colleagues for your growth.

Canada Goose values inclusion and is committed to an equitable workplace. For interview accommodations, contact [e-mail].