Merchandise Operations & Guest Experience Lead

Sabres & ROCH - Full Time; Buffalo (NY); On-site; USD 62,000 - 70,000; Full time

Benefits offered by this job

Medical plans

401(k) with employer matching

Paid time off

Sabres tickets (up to 4)

Wellness programs

Employee events and DEI initiatives

Job summary

Hockey Western New York, LLC seeks a Merchandise Operations Manager to oversee events at KeyBank Center, focusing on guest experience and day-to-day operations. You will report to the Assistant Director of Merchandise and manage staff, merchandising, and POS functions.

Responsibilities include scheduling, inventory controls, cross-department collaboration, and ensuring policy compliance. Must handle non-traditional hours including nights and weekends.

Qualifications

• Bachelor’s degree in business, marketing, or retail management or related field, preferred; or equivalent work experience.
• Minimum of 3 years relevant industry experience required; supervisory experience overseeing a team of 10+.

Responsibilities

• Manage staff including hiring, training, assigning direct work, appraising performance and resolving problems.
• Oversee team store maintenance, stocking, organization and flow.
• Develop and implement Visual Merchandising strategies.
• Point of sale management and oversight.
• Address guest complaints and respond timely and effectively.
• Prepare daily and weekly schedules for associates in line with forecasts.
• Organize and conduct inventories weekly/monthly to ensure controls.
• Collaborate with Corporate Partnerships, Marketing, Finance & Accounting, HR.
• Ensure compliance with guest experience, security, sales and record keeping policies.
• Oversee event setup/breakdown for NHL/NLL games, concerts, and other events.
• Enforce departmental policies and communicate changes.
• Identify process breakdowns and propose inventory-control improvements.
• Review reporting to track KPIs and set benchmarks.
• Perform special projects as requested.

Skills

Staff leadership

Supervisory experience

Visual merchandising

POS management

Shopify

Retail POS / inventory

Microsoft Office

Time management

Education

Bachelor’s degree in business, marketing, or retail management

Tools

Shopify

Retail POS / inventory system

Microsoft Office

Job description

Hockey Western New York, LLC seeks a Merchandise Operations Manager to oversee events at KeyBank Center, focusing on guest experience and day-to-day operations. You will report to the Assistant Director of Merchandise and manage staff, merchandising, and POS functions.

Responsibilities include scheduling, inventory controls, cross-department collaboration, and ensuring policy compliance. Must handle non-traditional hours including nights and weekends.