Merchandise Operations Lead: Events & Guest Experience

Multi Company Logo; United States; 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 Experience tickets

Wellness programs

Sabres Family events

Job summary

Hockey Western New York, LLC seeks a Merchandise Operations Manager to oversee events and daily operations at KeyBank Center with a strong focus on guest experience and team leadership. The role reports to the Assistant Director of Merchandise.

The position manages staff, merchandising strategy, POS systems, inventory controls, and cross‑department collaboration to ensure smooth events and exceptional guest service.

Qualifications

• Bachelor’s degree in business, marketing, or retail management or related field (preferred) or equivalent experience.
• Minimum of 3 years supervisory experience overseeing a team of 10+.
• Excellent written and verbal communication skills.
• Ability to manage multiple projects and meet deadlines.
• Highly organized and self-motivated with strong time management.
• Proficiency in Shopify and/or Retail POS/inventory systems and MS Office.
• Ability to work non-traditional hours including nights, weekends, and holidays.
• Ability to stay calm under pressure and handle changing conditions.
• Strong focus on guest experience and operational excellence.

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 promptly.
• Prepare daily and weekly schedules for associates in line with forecasts.
• Organize and conduct inventory counts weekly and monthly.
• Collaborate with Corporate Partnerships, Marketing, Finance & Accounting and HR.
• Ensure staff compliance with guest experience, security, sales and record-keeping policies.
• Oversee setup/breakdown of events including games and concerts.
• Identify process breakdowns and propose inventory-control improvements.
• Review reporting to track KPIs and benchmarks.
• Perform special projects and maintain confidentiality.

Skills

Staff supervision

Visual merchandising

Project management

Time management

Communication

Education

Bachelor’s degree in business/marketing/retail management

Tools

Shopify

Retail POS

Microsoft Office

Job description

Hockey Western New York, LLC seeks a Merchandise Operations Manager to oversee events and daily operations at KeyBank Center with a strong focus on guest experience and team leadership. The role reports to the Assistant Director of Merchandise.

The position manages staff, merchandising strategy, POS systems, inventory controls, and cross‑department collaboration to ensure smooth events and exceptional guest service.