Senior Manager, Retail Operations
POP MART Americas Inc.
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Benefits offered by this job
Job summary
POP MART Americas Inc. is seeking a Senior Manager, Operations in Culver City, CA. This role leads store and field operations, develops leaders, and drives scalable processes across North America.
You will manage NSO planning, ROBO Shop operations, and cross-functional programs with executive visibility. The position emphasizes operational excellence, compliance, budgeting, and a strong focus on customer experience and brand integrity.
Qualifications
- Leadership and people development experience in a multi-store environment.
- Strong understanding of retail operations, payroll, compliance, and merchandising.
- Analytical mindset with data-driven decision making.
Responsibilities
- Lead and coach the Operations team across stores and field leadership.
- Oversee NSO planning and execution for new stores and ROBO Shop operations.
- Own operational reporting and data creation for the team and executives.
- Partner with Real Estate, Construction, HR, Marketing, Finance to execute initiatives.
- Ensure brand integrity and excellent customer experiences across the fleet.
Skills
Education
Tools
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.
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 2025, POP MART operates over 630 physical stores and more than 2,637Robo Shops across 20+ countries and regions. 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 Location:Culver City, CA office. We 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 trust our employees to make decisions that support both the team and the business.
The Senior Manager, Operations is a senior leadership role accountable for all retail store and field operations. This role is elevated above the Retail Operations Manager, with direct leadership over multiple Operations team members and ownership of both strategic and tactical initiatives across stores, field leadership, and cross-functional departments. This leader will manage and mentor a growing operations team, including the Retail Operations Manager, NSO Coordinator, Field NSO Coordinator, Store Communications Coordinator, and future Operations staff as the company scales. In addition to driving operational excellence across the North America, this role will own operational reporting, oversee all data creation for the team, and serve as the Operations representative in front of Executive Leadership.
- Lead, coach, and scale the Operations team, setting clear priorities and holding leaders accountable for results.
- Oversee the development of Store Managers and Field Leaders into high-performing operators through structured training, coaching, and leadership development.
- Ensure accountability across all operational leaders through performance management, attendance oversight, and consistent feedback.
- Provide oversight of all store Key Performance Indicators (KPIs), ensuring performance metrics are achieved and exceeded.
- Oversee execution of operational standards across store operations, inventory management, stock levels, and visual merchandising.
- Ensure store-level processes align with brand integrity, customer experience, and long-term growth objectives.
- Anticipate and resolve operational challenges at scale, driving consistent execution across all locations.
- Ensure full compliance with corporate policies, labor regulations, and legal requirements across the retail fleet.
- Oversee payroll management, headcount planning, and hiring strategy to align with labor budgets and company profitability goals.
- Ensure operational efficiency through streamlined processes, resource optimization, and ongoing cost controls.
- Act as the primary liaison between field operations and the support center, ensuring transparent and effective communication with Los Angeles and China offices.
- Partner cross-functionally with Real Estate, Construction, HR, L&D, Marketing, Finance, and Visual Merchandising to ensure alignment and successful execution of initiatives.
- Support product launches, brand activations, and marketing campaigns with seamless operational execution across the fleet.
- Oversee NSO planning and execution, from site readiness through Grand Opening, ensuring each store opens with operational excellence.
- Provide leadership oversight for ROBO Shop operations, including performance optimization, staffing strategies, and sales-driving initiatives.
- Owns reporting and data creation for the Operations team, ensuring accuracy, clarity, and relevance for store leaders, field teams, and executives.
- Leverage data to identify opportunities, monitor performance, and guide decision-making at the store, regional, and executive level.
- Work cross-functionally with IT to create data reporting tools and programs that streamline reporting and improve ease of use for all teams.
- Supports the creation of presentation content for Executive Leadership updates, ensuring materials are polished, data-driven, and aligned with business strategy.
- Present operational updates to Field, Store, & Leadership teams, providing insights, recommendations, and status updates on departmental progress.
- Bachelor’s degree in Business, Operations Management, Retail Management, or related field.
- 3+ years in a senior-level leadership role overseeing managers and/or cross-functional teams, either in a retail headquarters, corporate office, or support center environment.
- Demonstrated success in building and leading high-performing operations teams in a fast-scaling retail environment.
- Deep understanding of retail operations, including NSO planning/execution, store operations, payroll management, compliance, and merchandising standards.
- Proven ability to develop scalable SOPs, policies, and best practices across multiple regions.
- Advanced proficiency in Excel, including: Pivot Tables, VLOOKUP/INDEX-MATCH, conditional formatting, data validation, chart/graph creation, and basic macros (preferred).
- Strong ability to turn raw data into actionable insights and strategic recommendations.
- Exceptional ability to lead, coach, and inspire teams at multiple levels.
- Strong executive presence, with the ability to create and deliver compelling presentations to senior leaders.
- Highly collaborative and skilled at cross-functional influence.
- Commitment to delivering exceptional customer experiences and protecting POP MART’s brand integrity.
- Balance efficiency, compliance, and customer satisfaction in all decision-making.
Market-competitive packages: 401k, health insurance, PTO, paid sick leave, and family leave.
- On-the-job training, leadership development, and stretch assignments to advance your career.
- Opportunities to take on larger responsibilities as POP MART’s North America business scales rapidly.
Physical Requirements Must be able to remain in a stationary position (e.g., seated or at a desk) 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.
Background check: For Los Angeles or San Francisco applicants: POP MART is required to inform you that we conduct background checks after conditional offer and consider qualified applicants with criminal histories in a manner consistent with legal requirements per Los Angeles, Cal. Muni. Code 189.04 and the San Francisco Fair Chance Ordinance.
Equal Employment Opportunity POP MART is committed to providing a safe, inclusive, and respectful work environment. POP MART provides equal employment opportunities for all employees and applicants for employment without regard race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation, or any other protected characteristic established by local, state or federal law.
Reasonable Accommodation Applicants for employment who require a reasonable accommodation to apply for a job should request appropriate accommodation by emailing na.hrsupport@popmart.com To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The skills, abilities and physical demands described are representative of those duties that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities, who are otherwise qualified for the job position, to perform the essential functions.
Pay Range Details The pay range(s) below has been provided in compliance with state specific laws. Pay ranges may vary for different regions of the U.S. Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience. This position may be eligible to participate in a company incentive program. 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 employees because 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 of any other status or condition protected by applicable federal, state or local law.
POP MART is a rising global force in pop culture and entertainment. Our purpose is to celebrate daily moments and inspire through designer toys and fun experiences. Our focus is IP incubation & operations, designer toys & retail, theme parks & experiences, also digital entertainment. 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. We manage & represent incredible artists from all over the world. Our roster spans dozens of iconic characters, like MOLLY, DIMOO, SKULLPANDA, THE MONSTERS, HIRONO and more. With our IP characters, we create iconic cross-overs. Our mission is to light up passion & bring joy around the world. POP MART is not just a brand, it's a galaxy of creative possibilities.
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