Facilities Manager, Retail

Reformation • New York, NY

28d • $80,000 - $105,000 • Hybrid

About The Position

The Facilities Manager, Retail is responsible for the day-to-day facilities operations of Reformation’s retail fleet, including coordinating reactive and preventive maintenance, and managing vendors within Service Channel.
This role is highly operational and hands-on, acting as the primary point of contact for store teams, vendors, and internal partners to ensure retail environments are safe, functional, on-brand, and operating with minimal disruption.
The ideal candidate is detail-oriented, systems-driven, calm under pressure, and deeply experienced in managing retail facilities at scale, someone who thrives in the daily rhythm of incoming tickets, setting priorities, and providing accessible store support.
This role is hybrid and based out of New York, supporting a global retail fleet.

Requirements

• Hands-on experience with Service Channel (or a comparable facilities management platform) is required.
• Good working knowledge of building systems, maintenance best practices, and vendor management.
• Proven ability to manage multiple priorities across a large retail fleet (100+).
• Comfortable reading architectural drawings and understanding basic construction scopes.
• Highly organized, detail-oriented, and systems-driven.
• Strong communication skills and a customer-service mindset when partnering with store teams.
• Ability to remain calm, decisive, and solutions-oriented in urgent or high-pressure situations.
• Passion for sustainability and alignment with Reformation’s mission and values.
• Ability to be on-call outside standard business hours as needed to support retail operations.
• Provide weekend facilities coverage as part of a rotating on-call structure, responding to urgent retail issues to ensure business continuity and safe store operations.

Responsibilities

• Own day-to-day facilities operations across Reformation’s global retail fleet, ensuring timely, cost-effective resolution of maintenance issues with minimal disruption to store teams and customer experience.
• Act as a trusted strategic partner to Store Leaders and Retail Operations, balancing urgency with prioritization, and proactively identifying recurring issues before they escalate.
• Monitor operational trends across markets, using Service Channel data and store feedback to reduce repeat repairs and improve overall store uptime.
• Provide support for Corporate Facilities operations as needed, ensuring alignment in standards, vendor performance, and service levels across retail and corporate environments.
• Act as a power user of Service Channel for Retail Facilities.
• Ensure all work orders are triaged, prioritized, dispatched, tracked, and closed out in line with defined SLAs, budget parameters, and quality standards.
• Conduct routine audits of work orders across stores for accuracy, scope validation, pricing compliance, completion quality, and vendor performance; identify trends and root causes to reduce repeat issues.
• Develop and maintain standardized reporting dashboards to monitor WO volume, aging, SLA adherence, spend by category, recurring issues, and vendor KPIs.
• Deliver weekly and monthly reporting insights to Facilities leadership and Finance, highlighting cost drivers, operational risks, and improvement opportunities.
• Build strong workflows and accountability across vendors, store teams, and internal stakeholders, ensuring ServiceChannel remains the single source of truth.
• Partner with Finance to support invoice approvals, budget tracking, variance analysis, and cost controls within the platform.
• Own day-to-day relationships with regional and national service providers (HVAC, electrical, plumbing, locksmiths, general maintenance, etc.), ensuring consistent service delivery across all retail locations.
• Hold vendors accountable to defined performance standards, SLAs, pricing agreements, scope compliance, and safety requirements; proactively address performance gaps and drive corrective action when needed.
• Lead onboarding of new vendors, including vetting, insurance compliance, rate alignment, and Service Channel integration.
• Continuously evaluate and optimize vendor coverage by market, balancing quality, responsiveness, cost efficiency, and redundancy to reduce operational risk.
• Partner with store teams to gather feedback on vendor performance and translate insights into measurable improvements.
• Own and continuously refine the preventive maintenance (PM) program to reduce reactive work orders, minimize downtime, and extend asset life across the retail fleet.
• Analyze PM performance data and recurring repair trends to proactively adjust scopes, frequencies, and vendor strategies.
• Ensure all stores operate in compliance with applicable safety, health, and regulatory requirements, partnering with Legal, People, and Risk as needed.
• Establish and uphold clear operational standards for facilities execution across all markets, driving consistency in quality, response times, and documentation.
• Partner cross-functionally with Retail, Operations, IT, and Sustainability to align facilities standards with evolving business needs.
• Track retail facilities' spend and identify opportunities to reduce costs and improve operational efficiency.
• Prepare clear reporting on work order volume, response times, recurring issues, and vendor performance.
• Support forecasting and budget planning in partnership with Facilities leadership and Finance.
• Partner closely with Retail Operations, Retail Development, IT, Security, and Sustainability to ensure facilities priorities are aligned with broader business objectives.
• Support new store openings and transitions from Retail Development into Retail Operations by ensuring stores are fully operationally set up and integrated into Service Channel workflows.

Benefits

• Eligible employees get employer-sponsored private medical, dental, and vision insurance, as well as commuter benefits to help support your travel to and from work.
• We offer competitive paid time off policies including vacation, sick leave, and company holidays for eligible employees.
• We offer retirement planning support for eligible employees, including the option to invest in Environmental Social Governance-aligned (fancy way to say sustainable) funds.
• We’re a mission-based company with offices in LA, NYC and London, as well as a global retail team, which means you’ll get to collaborate with people all around the world.
• You’ll get access to fertility care support through Carrot, and up to a $5,000 USD reimbursement for related fertility expenses after 1 year of employment.
• We care about the causes our employees care about so we donate to community efforts on a yearly basis.
• We offer a clothing discount, culture events (like our annual Ref Values week and Volunteer Time Off), you know, all the meaningful and fun stuff!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed