Manager, Retail Operations

Purpose of this role is to oversee the day-to-day operational excellence of our retail locations. This role is responsible for ensuring optimal store performance, managing labour hours and productivity, driving compliance, preventing fraud, and maintaining smooth collaboration across multiple departments.

The Operations Manager plays a critical role in project managing store renovations, kiosk upgrades, and new location launches while ensuring that operational standards and customer experience are met.

Key Responsibilities

1. Store Operations & Performance Management

• Oversee daily operations for multiple retail locations, ensuring alignment with company standards and objectives.
• Manage labour hours and productivity, ensuring schedules are optimized based on store traffic.
• Monitor and analyze sales performance, labour efficiency, and profitability, taking corrective actions when necessary.
• Maintain high operational standards, ensuring all locations meet brand, compliance, and service requirements.

2. Project Management

• Lead and coordinate store renovations, kiosk upgrades, and new store openings in collaboration with internal teams and vendors.
• Ensure timely completion of projects, within budget, and to quality standards.

3. Fraud Prevention & Compliance

• Lead and support fraud investigations, implementing preventive measures to reduce operational risks.
• Conduct regular compliance and loss prevention audits to ensure adherence to policies.
• Provide training and coaching to store teams on compliance, fraud awareness, and operational standards.

4. Inventory Management

• Oversee inventory accuracy, replenishment processes, and stock control to minimize shrinkage and ensure product availability.
• Collaborate with the inventory and supply chain teams to improve efficiency and reduce stock variances.

5. Cross-Department Collaboration

• Work closely with HR, IT, Marketing, Training, Inventory, and Finance to support operational initiatives and resolve escalations.
• Liaise with Rogers support contacts and District Business Managers (DBMs) for escalated technical or operational issues.
• Collaborate with the BI & Analytics team to generate weekly, monthly, and quarterly reports on sales, productivity, and compliance.

6. Training, Policies & Procedures

• Deliver training on new products, programs, and systems to Retail store teams.
• Maintain and update operational playbooks, SOPs, and policies to ensure consistency across all locations.
• Drive continuous improvement by identifying operational inefficiencies and implementing process enhancements.

Required Skills & Qualifications

• 5–7 years of experience in retail operations management, preferably in retail, or high-volume multi-location environments.
• Demonstrated experience in project management, including managing renovations, upgrades, and new launches.
• Proven ability to analyze sales, labour, and performance data and make data-driven operational decisions.
• Excellent communication and stakeholder management abilities across all levels.
• Hands-on problem solver with the ability to manage crisis situations calmly and effectively.
• Strong collaboration skills and experience working cross-functionally with HR, IT, Finance, and Marketing.
• Proficiency in Microsoft Excel, reporting tools, and operational dashboards.
• Highly organized with strong attention to detail and process orientation.
• Ability to thrive in a fast-paced, high-visibility environment with shifting priorities.

Travel & Availability Requirements

• Must be willing and able to travel and support retail operating hours, including evenings, weekends, holidays based on operational needs.

Salary Budget - $75-85k.