The Operations Manager oversees and enhances the daily operations of our premiere retail and experience location. This role leads the operational processes to deliver sales and profits, protects our company assets, ensures efficient store performance, delivers high quality guest service, and creates a productive work environment. The Operations Manager is a hands-on leader with a passion for specialty retail who can easily adapt to an ever-changing retail environment in a high-volume location.
Responsibilities:
- Manages the daily operations of the location to ensure smooth and efficient workflow in a high-volume environment
- Delivers immersive, experiential retail moments that support our company mission
- Acts as a brand ambassador
- Partners with corporate teams to execute campaigns, activations, product releases, and unique flagship experiences
- Ensures all Build-A-Bear Workshop operational policies and procedures are followed consistently by team. Identifies and communicates any possible violations to the General Manager, District Manager and/or Territory Manager immediately, to assist with performance feedback and/or escalation to HR
- Maintains a clean, safe, and organized store environment
- Manages store maintenance issues and coordinates with vendors when needed
- Takes primary responsibility for staffing decisions, including preparing work schedules, assigning employees to shifts and work areas, directing daily work activities, adjusting staffing levels based upon operational needs, interviewing applicants, participating in hiring decisions, training employees, and providing ongoing supervision of store operations
- Exercises common sense and independent judgment in directing employees, resolving operational and personnel issues, enforcing company policies and procedures, responding to and leading the team to maintain operational efficiencies and adherence to store policies and procedures
- Collaborates with store leadership team to achieve sales goals and operational targets
- Monitors and optimizes labor costs and store expenses
- Drives store performance through detailed analysis of metrics and implement process improvements
- Supervises and directs AWMs, SLs and Bear Builders in performing assignments necessary to achieve greater efficiencies and process improvements
- Adjusts staffing and operational strategies for peak tourism cycles, local events, and convention and group sales business
- Leads AWMs, SLs and Bear Builders by example in providing exceptional guest service
- Ensures employee compliance with operational, safety, cash-handling, inventory control, and guest-services standards
Required Qualifications:
- Minimum of high school diploma or GED equivalent
- 3 years in a leadership role in a logistics, inventory, experiential retail, or hospitality environment
- Expert in organizational skills with a strong attention to detail
- Experience with retail reporting, P&L statements, and labor management
- Skilled knowledge of POS systems, Microsoft Suite, and inventory systems with the ability to improve processes
Preferred Qualifications:
- Bachelor’s degree
- Experience managing a high-volume, tourist driven retail location
Behavioral Traits for Success:
- An analytical, inquiring, and critical mind that solves complex problems
- A knack for anticipating potential issues
- Strong commitment to tasks being completed correctly and on time
- Ability to thrive in a fast-paced and results-oriented environment
- Comfortable exercising independent judgment and making operational and personnel decisions in a fast-paced retail environment
- Communicates in a factual and sincere style
- Willingness to enforce policies or adjust processes, and procedures to meet operational demands
- Enjoys working at a faster-than-average pace
- Strives for continuous improvement
Working Environment:
- Active retail store management requires the ability to sit, stand, and move around for at least eight hours a day
- Work environment includes a three-level outdoor free-standing building
- Will need to work in both indoor and outdoor environments
- Ability to work a typical retail schedule including days, evenings, weekends, and holidays
- Lifting > 25 pounds
- Safely climb a step ladder to reach and handle items stored at a high-level
- Perform tasks requiring bending, reaching, and stooping
Your Performance Will Be Measured On:
Your ability to achieve annual department objectives and corporate goals which include but are not limited to the following:
- Consistent high-level execution of brand standards and company initiatives
- Embodying Build-A-Bear’s core values
- Effective communication
- Decision-making, independent judgment, and execution
- Organization and attention to detail
- Use of tools and resources
- Ability to foster team collaboration, communication, and performance
- Ability to address situational, factual, and interpersonal issues
- Stakeholder feedback
This description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent an expressed or implied contract of employment, nor does it alter your at-will employment, and Build-A-Bear, Inc. reserves the right to change this job description and/or assign tasks for the employee to perform, as may deem appropriate.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
