Retail Operations Manager

Pop-Mart-Americas-Inc.; Glendale (CA); On-site; USD 95,000 - 115,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) plan with company match

Paid time off and family leave

Career development & leadership培训

Job summary

POP MART Americas Inc. is seeking a Retail Operations Manager in Culver City, CA to lead SOP development, documentation, and operational analytics across a growing North American retail network.

You will build dashboards, drive continuous improvement, and coordinate with HR, IT, Marketing, Finance, and stores to ensure compliant, scalable operations and successful store openings.

Qualifications

• 3-5 years of experience in retail operations or multi-unit retail support.
• Experience developing SOPs, operational documentation, policies, or process improvements.
• Strong analytical skills with experience building reports, dashboards and KPI tracking.
• Advanced Excel skills including Pivot Tables, lookups, and data validation.
• Excellent written communication and ability to translate concepts into clear docs.

Responsibilities

• Develop, implement, and continuously improve SOPs across all retail locations.
• Own the operational documentation library with version control and accessibility.
• Build and distribute recurring dashboards, KPI reports, and compliance scorecards.
• Translate business initiatives into clear procedures for store teams to execute.
• Lead cross-functional partnerships to support launches, promotions, and initiatives.

Skills

Analytical skills

Written communication

Cross-functional collaboration

Power BI

Excel (Pivot Tables, VLOOKUP)

Project management

Education

Bachelor's degree in Business Administration / Retail Management / Operations

Tools

Power BI

Excel

Jira

Smartsheet

Job description

POP MART (09992.HK), founded in 2010, is a leading global company in the trend culture and entertainment industry. Centered around IP, POP MART has built a comprehensive platform for creative incubation and IP operation, empowering global creators while delivering exciting products, services, and immersive entertainment experiences to consumers.POP MART identifies and nurtures emerging artists and designers worldwide, creating popular character IPs through a well-established IP development and operation system. Its portfolio includes iconic IPs such as MOLLY, SKULLPANDA, DIMOO, THE MONSTERS, and Hirono. By launching art toys and derivative products based on these IPs, POP MART continues to lead trends in consumer culture. As of the end of first half of 2025, POP MART operates over 550 physical stores and more than 2,500 Robo Shops across the world. Through multiple cross-border e-commerce platforms, the company has reached audiences in over 90 countries and regions, bringing joy to young consumers around the world.Position: Retail Operations ManagerLocation: Culver City, CADepartment: Retail OperationsSalary: $95,000 - $115,000POP MART (09992.HK), founded in 2010, is a leading global company in the trend culture and entertainment industry. Centered around IP, POP MART has built a comprehensive platform for creative incubation and IP operation, empowering global creators while delivering exciting products, services, and immersive entertainment experiences to consumers.POP MART identifies and nurtures emerging artists and designers worldwide, creating popular character IPs through a well-established IP development and operation system. Its portfolio includes iconic IPs such as MOLLY,SKULLPANDA, DIMOO, THE MONSTERS, and Hirono. By launching art toys and derivative products based n these IPs, POP MART continues to lead trends in consumer culture.As of the end of 2025, POP MART operates over 630 physical stores and more than 2,637 Robo Shops across 20+ countries and regions. Through multiple retail channels and cross-border e-commerce platforms, POP MART continues to expand its global footprint while creating memorable experiences for fans around the world.Opportunity OverviewWe follow an office policy with an expectation of five days per week working onsite. Being together in person helps us collaborate, stay connected, and build a strong team culture. At POP MART, we foster a high-trust environment and empower our employees to make decisions that support both the business and our customers.The Retail Operations Manager serves as the operational backbone of POP MART's North America retail business, transforming strategic initiatives into scalable processes that enable consistent execution across every store. Reporting to the Senior Manager, Retail Operations, this role is responsible for developing operational standards, driving process improvements, managing operational communications, and delivering data-driven insights that improve store performance and the customer experience.This individual will partner closely with Retail Operations, Visual Merchandising, Marketing, Human Resources, IT, Finance, Loss Prevention, and Learning & Development to build best-in-class operating procedures, ensure compliance, and support one of the fastest-growing retail organizations in North America. Success in this role requires exceptional organizational skills, strong analytical capabilities, outstanding written communication, and a passion for continuous improvement.What You Will AchieveRetail Operations & Process ExcellenceDevelop, implement, and continuously improve Standard Operating Procedures (SOPs) that support consistent execution across all retail locations.Own the operational documentation library, ensuring version control, accuracy, accessibility, and ongoing maintenance.Translate business initiatives into clear, actionable operating procedures that enable store teams to execute with confidence.Identify operational gaps through store feedback, field observations, and performance data, implementing process improvements that enhance efficiency and consistency.Lead continuous improvement initiatives that simplify workflows and improve the store experience.Operational Reporting & Business AnalyticsBuild, maintain, and distribute recurring operational dashboards, KPI reports, compliance scorecards, new store opening readiness reports, and executive summaries.Analyze operational performance data to identify trends, risks, and opportunities for improvement.Partner with senior leadership to provide actionable insights that support business decisions.Improve reporting processes through automation, standardized templates, and enhanced data visualization.Ensure operational data is accurate, timely, and presented in a clear, business-focused format.Policy, Compliance & Operational GovernanceDevelop and maintain store operational policies that align with company standards, regulatory requirements, and brand expectations.Conduct operational audits and compliance reviews to ensure stores are executing established procedures.Partner with Human Resources, Legal, Finance, and Loss Prevention to maintain compliance across all operational documentation.Maintain centralized operational resources and ensure stores always have access to the most current procedures and policies.Monitor compliance trends and recommend corrective actions when necessary.Retail Communication & Field SupportOwn all operational communications directed to retail store teams, including SOP rollouts, policy updates, operational announcements, compliance reminders, and business initiatives.Establish and maintain a structured communication cadence that delivers timely, organized, and actionable information to stores.Translate complex cross-functional initiatives into concise, store-friendly communications that support execution.Maintain communication archives and documentation for operational reference and compliance purposes.Partner with field leadership to gather feedback and continuously improve communication effectiveness.Cross-Functional PartnershipCollaborate with Retail Operations, Visual Merchandising, Marketing, HR, IT, Finance, Learning & Development, and other business partners to ensure operational readiness for launches, promotions, and new initiatives.Support new store openings through operational planning, documentation, reporting, and communication.Assist with executive presentations, business reviews, operational planning materials, and strategic initiatives.Serve as a trusted operational resource across the organization by providing guidance on procedures, documentation, reporting, and best practices.Operational Innovation & Continuous ImprovementIdentify opportunities to streamline operational processes and eliminate inefficiencies.Evaluate operational tools, reporting platforms, and technologies that improve productivity and field execution.Support initiatives focused on inventory management, shrink reduction, operational compliance, and store productivity.Champion a culture of operational excellence and continuous improvement throughout the retail organization.What You Will NeedBachelor's degree in Business Administration, Retail Management, Operations Management, Supply Chain, or a related field, or equivalent professional experience.3-5 years of experience in retail operations, business operations, or multi-unit retail support.Demonstrated experience developing SOPs, operational documentation, policies, or process improvements.Strong analytical skills with experience building reports, dashboards, and KPI tracking.Advanced Microsoft Excel skills, including Pivot Tables, XLOOKUP/VLOOKUP, INDEX-MATCH, Power Query (preferred), conditional formatting, charts, and data validation.Exceptional written communication skills with the ability to translate complex operational concepts into clear documentation.Strong project management and organizational skills with the ability to manage multiple priorities simultaneously.Excellent attention to detail and a continuous improvement mindset.Ability to build relationships and collaborate effectively across cross-functional teams.Experience supporting large-scale retail operations in a fast-paced, high-growth environment.Preferred QualificationsExperience supporting a multi-location retail organization.Experience with retail POS systems, inventory management platforms, workforce scheduling systems, or retail analytics tools.Experience creating executive dashboards using Power BI, Tableau, Looker, or similar reporting platforms.Familiarity with project management platforms such as Asana, Monday.com, Jira, or Smartsheet.Experience supporting new store openings or operational expansion projects.Knowledge of Lean, Six Sigma, or continuous improvement methodologies is a plus.Passion for consumer brands, retail innovation, pop culture, entertainment, or collectible products.What we offerMarket-competitive compensation and comprehensive benefits including medical, dental, vision, 401(k), paid time off, paid sick leave, and family leave.Professional development through leadership training, mentorship, and stretch assignments.Career growth opportunities within one of the fastest-growing global entertainment and retail brands.Exposure to executive leadership and cross-functional strategic initiatives.The opportunity to build scalable operational processes that directly impact the success of POP MART's rapidly expanding North American retail business.Physical RequirementsMust be able to remain in a stationary position for extended periods while operating a computer or other office equipment.Must be able to occasionally lift or move items weighing up to 25 pounds.Must be able to travel occasionally to retail stores, new store openings, and company meetings as business needs require.Pay Range DetailsThe base salary range for this position is $95,000 - $115,000 annually. This range is provided in accordance with applicable state and local pay transparency laws and may vary based on geographic location. Individual compensation will be determined based on factors including job-related knowledge, skills, experience, and qualifications. This position may also be eligible to participate in the Company's incentive compensation program.Background ChecksFor applicants located in Los Angeles or San Francisco: In accordance with applicable local Fair Chance laws, POP MART conducts criminal background checks only after a conditional offer of employment has been made. Qualified applicants with criminal histories will be considered in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance (Los Angeles Municipal Code § 189.04) and the San Francisco Fair Chance Ordinance, as applicable.Equal Employment OpportunityPOP MART is committed to fostering a safe, inclusive, and respectful workplace where everyone is treated with dignity and respect. We are an Equal Opportunity Employer and provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, age, marital status, disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.Employment decisions at POP MART are based on business needs, job requirements, and individual qualifications.Reasonable AccommodationApplicants who require a reasonable accommodation during the application or hiring process may request assistance by emailing [e-mail] perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The qualifications, skills, abilities, and physical demands described in this job posting are representative of those required to perform the essential functions of the position. Reasonable accommodations may be provided to qualified individuals with disabilities to enable them to perform the essential functions of the job.*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 employeesbecause of race, color, creed, religion, sex, national origin, veteran status, disability, age, citizenship,imarital or domestic/civil partnership status, sexual orientation, gender identity or expression or because ofany other status or condition protected by applicable federal, state or local law.