Retail Operations Manager

pgatoursuperstore; Natick (MA); On-site; USD 32,000 - 36,000; Full time

Job summary

PGA TOUR Superstore in Natick, MA is seeking an Operations Manager to lead store operations, processes, and efficiency. You will manage product presentation, availability, pricing accuracy, and signage on the sales floor, owning designated departments and ensuring inventory accuracy for in-store and e-commerce merchandise.

The role oversees labor budgets, store expenses, and shrink goals while maintaining vendor relationships, technology, and facilities.

Responsibilities

• Create a strong culture of appreciation by recognizing and rewarding excellent performance and Core Values behaviors.
• Plan and prepare weekly schedules according to labor requirements, availability, SOPs, and budget considerations.
• Train all new Associates and Store Leaders on scheduling processes and system navigation.
• Maintain an inclusive environment, ensure safety, ethical conduct, and compliance.
• Lead a service culture that prioritizes the Customer experience and supports Store Leadership Team.
• Manage ServiceNow tickets from initiation to resolution with timely responses.
• Plan workload to deliver a consistent Customer experience at each location.
• Ensure SOP adherence through training and observations.
• Oversee loss prevention policies to maintain inventory accuracy and a safe workplace.
• Support onboarding and development conversations with Associates throughout employment.
• Conduct weekly department walks with Department Head to maintain operational excellence.

Job description

23.00 - 26.25 USD Hourly Overview

At PGA TOUR Superstore, we are always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we are dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates - driven by our vision to inspire people through golf and tennis.

Position Summary

The Operations Manager (OM) is a proficient leader in operations, processes, and efficiency. They are pivotal in delivering a consistent Customer experience by managing product presentation, availability, pricing accuracy, and signage on the sales floor. Expected to assume ownership of their designated departments, this role undertakes comprehensive management responsibilities for their Associates, ensuring promptness, efficiency, and inventory accuracy for both in-store and e-commerce merchandise. The Operations Manager oversees critical business enablers such as labor budgets, store expenses, and shrink goals, while meticulously maintaining and optimizing inventory accuracy, store supplies, vendor relationships, technology, and facilities. They execute vital administrative tasks including but not limited to timesheet approvals, time-off requests, shift swaps, time and attendance record-keeping, inventory adjustments, and other documentation in accordance with established policies and procedures.

Key Responsibilities:

• Create a strong culture of appreciation by consistently recognizing and rewarding excellent individual/team performance, Core Values behaviors, and Company loyalty.
• Plan and prepare, in partnership with SLT, weekly retail and STUDIO Associate schedules according to state and local labor requirements, Associate availability, Workforce Engagement SOP, and budget considerations.
• Train all new Associates and Store Leaders on the scheduling process and Workforce Management system navigation.
• Create and foster a respectful and inclusive environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all Associates. While demonstrating a culture of ethical conduct, safety, and compliance.
• Champion a culture where Associates love to work, and Customers love to shop; recognize service behaviors and reward outstanding performance in partnership with Store Leadership Team.
• Report any issues and requests to SSC Partners by submitting a ServiceNow Ticket, taking full ownership of all Store ServiceNow tickets from initiation to resolution. Adhere to the same 24-hour response rule as the SSC and ensure a timely response. Include all necessary information in the initial ticket to minimize back-and-forth communication and expedite resolution time.
• Strategically plan weekly/monthly/quarterly workload to support business priorities by leveraging all workload planning tools to deliver a consistent Customer experience at each location.
• Maintain the Company's Operational and Merchandising Standards through consistent evaluation of the sales floor, and training of Associates, as needed.
• Ensure compliance with all Company Standard Operating Procedures (SOPs) through process observation and extensive associate training and communication.
• Ensure compliance with all Loss Prevention policies and procedures to maintain store inventory accuracy and a safe and secure workplace.
• Support in leading Associates onboarding, learning, and help close the product knowledge/system gap through development coaching and Associate interaction.
• Engage in consistent and meaningful development conversations with all assigned Associates throughout their employment journey.
• Conduct scheduled department walks with Department Head on a consistent weekly cadence to maintain operational excellence, Customer experience and Associate engagement within assigned departments.
• Provide hiring and termination recommendations based on skills/performance to the GM and AGM. Leverage all accountability paths including but not limited to performance improvement plans, coaching conversations, and formal write ups.
• Enable Associates to be champions of their products and services, ensuring Associates can inform, educate, and promote offerings to Customers.
• Lead and create a service culture that priorities the Customer experience, model, train, and coach to deliver on these expectations.
• Anticipate staffing needs, talent plan, and recruit -both long and short term to maintain the best in-store Customer experience in each department.
• Build and develop a team of passionate and knowledgeable logistic Associates who strive to exceed Customer expectations by having products readily available for our Customers, strong store presentation, and consistent e-commerce process execution.
• Support SLT in delivering on all HR Operational and cyclical