Senior Retail Operations Manager

Dôen; Los Angeles (CA); Hybrid; USD 100,000 - 110,000; Full time

Benefits offered by this job

Paid vacation & holidays

Healthcare, vision, & dental

401(k) with company match

Employee discount

Job summary

DÔEN, a digitally-led apparel and lifestyle brand, seeks a Senior Retail Operations Manager to drive operational excellence across the retail organization. You will ensure stores have the processes, tools, resources, and cross-functional support to deliver an elevated customer and employee experience.

Reporting to the SVP of Operations and partnering with store teams and corporate functions, you will translate strategy into scalable processes, establish standards across locations, and lead

Qualifications

• 5+ years of retail operations experience with 2+ years supporting multi-store environments.
• POS systems, Celigo middleware, MS Office/Google Workspace, and retail software.
• Experience with inventory controls, cycle counts, physical inventories, and reconciliations.
• Hands-on Netsuite ERP experience with inventory, purchasing, receiving, and reporting.
• Knowledge of fashion product structures: styles, SKUs, colors, sizes, seasons.
• Analytical and detail-oriented problem solving.
• Cross-functional collaboration with Finance, Merchandising, Buying, Warehouse, E-commerce, IT, and Retail.
• Excellent communication, organization, project management, and leadership.
• Able to manage multiple priorities in a fast-paced fashion retail environment.
• Store visits and openings to support operational excellence and build relationships.
• Participation in store opening trainings and onboarding activities.

Responsibilities

• Own and oversee day-to-day retail operational processes and ensure consistent execution of company procedures.
• Develop, implement, and maintain SOPs.
• Establish workflows, controls, and accountability across retail operations.
• Monitor operational compliance and identify opportunities for process improvement.
• Coordinate operational priorities across retail locations and support teams.
• Support new store openings, remodels, and other transitions as needed.
• Own bi-weekly check-ins with retail managers to gather feedback or relay changes.
• Run monthly retail customer care metrics and implement changes and performance improvements based on insights.
• Own the operations oversight of Tulip across the retail fleet, including system adoption, store execution, training and troubleshooting.
• Monitor Tulip usage and adoption across all stores, identify opportunities to improve utilization and ensure teams are leveraging the platform.
• Develop and provide regular Tulip reporting and analytics to leadership, highlighting clienteling activity, customer engagement and key performance trends.
• Own support for retail store escalations.
• Own retail order errors and data analysis for process changes.
• Serves as primary operational liaison between Retail, Operations, Finance, Warehouse and Logistics.

Skills

Analytical skills

Communication

Organization

Leadership

Tools

POS systems

Celigo middleware

Microsoft Office

Google Workspace

Retail software

Netsuite ERP

Job description

Company Overview

Founded by Santa Barbara-born sisters, Margaret and Katherine Kleveland, and a Collective of partners, DÔEN was launched in 2016 and is a digitally-led, multi-channel fashion and lifestyle brand. Our mission is to create lasting, beautiful collections while supporting individuals in all aspects of the organization, supply chain, and community. We work with domestic and international partners who share our values and commitment to gender and social equality, and we give back by partnering with foundations that directly benefit our employees, value chain, and surrounding communities.

We are an Equal Opportunity Employer.

Description Of Duties

Title: Senior Retail Operations Manager

Classification: Non-Exempt

Salary Range*: $100K-$110K

Locations: Open to NY + CA

Schedule*: Remote/ Hybrid

The Senior Manager, Retail Operations is responsible for driving operational excellence across the retail organization and ensuring our stores have the processes, tools, resources, and cross-functional support needed to deliver a consistent and elevated customer and employee experience.

Reporting to the SVP of Operations, with a dotted-line relationship to the VP of Retail, this role serves as a critical bridge between Retail leadership, store teams, and corporate functions. The Senior Manager will translate retail strategy into scalable operational processes, establish consistent standards across stores, and lead initiatives that improve efficiency, execution, profitability, and the overall store experience.

This role is ideal for a highly organized, solutions-oriented retail operator who can balance strategic thinking with hands‑on execution in a growing, fast-paced environment.

Essential Duties And Responsibilities

Retail Operations

• Own and oversee day-to-day retail operational processes and ensure consistent execution of company procedures.
• Develop, implement, and maintain operational policies, procedures, and SOPs.
• Establish clear workflows, controls, and accountability across retail operations.
• Monitor operational compliance and identify opportunities for process improvement.
• Coordinate operational priorities across retail locations and support teams.
• Support new store openings, remodels, and other operational transitions as needed.
• Own bi-weekly check ins with retail managers to gather feedback or relay changes.
• Run monthly retail customer care metrics and implement changes and performance improvements based on insights.
• Own the operations oversight of Tulip across the retail fleet, including system adoption, store execution, training and troubleshooting in partnership with internal teams.
• Monitor Tulip usage and adoption across all stores, identify opportunities to improve utilization and ensure teams are leveraging the platform.
• Develop and provide regular Tulip reporting and analytics to leadership, highlighting clienteling activity, customer engagement and key performance trends.
• Own support for retail store escalations.
• Own retail order errors and data analysis for process changes.
• Serves as primary operational liaison between Retail, Operations, Finance, Warehouse and Logistics.

Inventory Control & Management

• Own inventory accuracy and integrity across retail locations, and omnichannel channels.
• Develop and maintain comprehensive inventory control procedures and internal controls.
• Oversee all cycle-count programs, including count schedules, execution, variance investigation, reconciliation, and reporting.
• Lead full physical inventory counts from preparation through final reconciliation.
• Investigate and resolve inventory discrepancies, shrink, damages, receiving variances, transfer issues, and stock adjustments.
• Monitor all inventory movements to ensure receipts, transfers, returns, adjustments, and other transactions are accurately recorded.
• Partner with finance, merchandising, warehouse, and retail teams to reconcile inventory discrepancies.
• Maintain accurate inventory records across all locations and systems.
• Monitor inventory aging, stock levels, and product availability
• Maintain organized, secure, and operationally efficient stockrooms.
• Develop inventory accuracy KPIs and reporting to identify trends and areas requiring corrective action.

Qualifications

• 5+ years of retail operations experience with 2+ years supporting multi retail stores
• Proficiency with POS systems, Celigo (or similar middleware), Microsoft Office/Google Workspace, and retail management software.
• Proven experience managing inventory controls, cycle counts, physical inventories, and inventory reconciliations.
• Strong hands‑on ERP experience (Netsuite preferred), particularly with inventory, purchasing, receiving, transfers, and operational reporting.
• Strong understanding of fashion product structures, including styles, SKUs, colors, sizes, seasons, and collections.
• Analytical and problem‑solving skills with exceptional attention to detail.
• Experience working cross‑functionally with Finance, Merchandising, Buying, Warehouse, E‑commerce, IT, and Retail teams.
• Excellent communication, organization, project management, and leadership skills.
• Ability to manage multiple priorities in a fast‑paced fashion retail environment.
• Store Visits & Openings: Attend occasional store visits to support operational excellence, assess in‑store execution, and build strong relationships with store teams.
• Participate in store opening trainings and related onboarding activities to ensure teams are fully prepared for successful openings.

Physical Requirements

• Must be able to perform essential duties satisfactorily with reasonable accommodation.
• Periods sitting at a desk, typing, sketching and working on a computer.
• Able to lift/move/push/pull objects up to 25 lbs.
• Able to walk, sit and stand for periods of time.
• Able to operate equipment such as computers, copy machines, phones.
• Must be able to access various areas of a given location.

Total Rewards Package

• Paid vacation, sick time, and holidays
• A fun‑filled, creative work environment
• Healthcare, vision, and dental
• 401(k) with company match
• Competitive salary
• Generous employee discount
• Compensation will be determined based on experience and other factors permitted by law.
• The hybrid model may be rescinded at any time due to business needs or the company’s discretion.