OVERVIEW

The Manager of North America Retail Operations is responsible for driving operational excellence across the fleet through the development, implementation, and continuous improvement of store processes, policies, systems, and tools. This role serves as a key partner between HQ and field teams, ensuring that operational strategies are practical, scalable, and consistently executed in stores. 

This role supports a wide range of initiatives spanning inventory, omni-channel, store systems, and in-store execution. The focus is on building efficient, clear, and sustainable ways of working that improve productivity, reduce complexity, and enhance overall store performance. 

Leveraging field feedback, business objectives, and data-driven insights, this individual identifies opportunities to strengthen operational discipline, improve consistency, and enable stores to operate more effectively. This role reports to the Director, North America Retail Operations. 

RESPONSIBILITIES  

Store Operations Strategy & Execution 

• Support the development and execution of store operations strategies, processes, and policies across North America.  
• Translate business objectives into clear, actionable workflows and tools for store teams.  
• Ensure operational initiatives are practical, scalable, and aligned with store realities.   

Process, Policy & Technology 

• Develop, refine, and maintain store processes and policies to improve clarity, consistency, and efficiency.  
• Partner with Technology and cross-functional teams to support implementation and optimization of store systems and tools.  
• Identify gaps in current processes or systems and drive solutions that enhance execution and performance.   

Project Management & Implementation 

• Lead and support end-to-end implementation of operational initiatives, including new tools, processes, and programs.  
• Develop project plans, timelines, and success metrics to ensure effective rollout and adoption.  
• Monitor execution, gather feedback, and refine initiatives to improve scalability and impact.  

Store Support & Continuous Improvement 

• Support management of the store support ticketing system, including monitoring trends, identifying root causes, and driving improvements.  
• Partner with cross-functional teams to resolve field issues and improve responsiveness and accountability.  
• Identify opportunities to simplify operations, reduce workload, and improve overall store experience.  

Performance & Insights 

• Monitor key operational KPIs and performance trends across the fleet.  
• Leverage data and field insights to identify opportunities for improvement and inform decision-making.  
• Partner with field leadership to address execution gaps and drive consistency across stores.  

Team Leadership & Development 

• Lead, coach, and develop direct reports, ensuring strong execution and professional growth.  
• Set clear priorities and align team efforts to business objectives and operational goals.  
• Foster a results-driven culture centered on ownership, accountability, and continuous improvement.  

QUALIFICATIONS

• 5–8+ years of retail operations experience with a broad understanding of store operations.  
• Experience developing and implementing store processes, policies, and operational initiatives.  
• Strong project management skills with the ability to manage multiple priorities and timelines.  
• Experience working with store systems and technology implementations preferred.  
• Strong analytical and problem-solving skills with a data-driven mindset.  
• Ability to influence cross-functional partners and work effectively across teams.  
• Experience managing or mentoring others preferred.  
• Advanced proficiency in Microsoft Office, especially Excel.  
• Willingness to travel across North America and to HQ as needed.  
• Flexible schedule aligned to retail business needs.  

The base salary range for this position is $120,000-$140,000 per year which represents the current range for the base salary for this exempt position. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company’s total rewards package for exempt employees. Other rewards may include performance bonuses, long term incentives, a PTO policy, and many other progressive benefits.