Director of Operations

Gamers Choice•New York, NY

58d•$150,000 - $200,000

About The Position

We’re hiring a Director of Operations to own the day-to-day performance and long-term scaling of our Retail Store, Live Stream Sales Department, and supporting operations. This leader will be accountable for operational excellence, team performance, customer experience, and P&L ownership across these business lines. You’ll bring structure, accountability, and scalability to a high-volume, high-energy environment, ensuring our teams hit performance goals while maintaining accuracy, speed, and exceptional customer experience.

Requirements

6+ years in operations leadership, with experience owning multi-team performance.
Proven people leader managing 20+ employees (preferably 40+).
Strong operational ownership across execution-heavy environments (retail, ecommerce operations, fulfillment, high-volume sales floor, or live commerce).
Demonstrated ability to manage P&L and hit profit + performance targets.
Strong process orientation: SOP creation, KPI tracking, and continuous improvement.
Strong execution management and operational discipline.
High ownership mentality, gets things done without needing heavy structure.
Excellent communication and leadership presence across the frontline and manager levels.
Ability to thrive in fast-paced environments with demand spikes (live shows, releases, peak season).

Responsibilities

Lead and develop department managers for Live Stream Sales and Retail Store Operations.
Manage and coach Live Stream and Retail employees, building a culture of performance, accountability, and growth.
Own daily execution and output for: Live stream sales operations (show readiness, staffing, product flow, fulfillment coordination, customer experience).
Retail operations (sales performance, customer experience, merchandising execution, inventory controls, scheduling).
Drive cross-functional alignment between live selling, ecommerce, retail, and inventory/warehouse teams to ensure consistent product availability and clean order execution.
Own department-level P&L for Live Sales and Retail, including labor planning, operating expenses, and profitability targets.
Partner with leadership to define revenue targets and build operating plans to achieve them.
Monitor weekly/monthly performance and implement corrective actions to maintain margin and productivity.
Coordinate product intake, sorting, pricing, and allocation workflows (especially for high-value singles and graded products).
Support merchandising priorities and promotional execution across live and retail channels.
Build an operating dashboard (daily/weekly KPIs) to track performance, quality, and customer outcomes, such as: Sales per hour / show performance metrics
Retail conversion + average ticket
Labor efficiency (cost per order, units per labor hour)
Customer satisfaction and issue resolution
Lead continuous improvement initiatives and process redesign to improve throughput and customer experience.
Ensure best-in-class experience for customers across live shows, in-store interactions, and post-purchase service.
Establish standards for professionalism, consistency, community engagement, and customer trust.
Handle escalations and implement systems that prevent recurring customer issues.