Head of Retail Operations

Meta•New York, NY

About The Position

We are seeking a Head of Retail Operations to lead Meta Lab first-party retail operations, establish standardized processes, and empower teams to manage both existing and new store locations. This leader will be responsible for building a scalable retail infrastructure that balances driving sales, delivering exceptional customer experiences, and maintaining financial efficiency. Additionally, this leader will champion a spirit of testing and learning within our retail locations. By encouraging experimentation and innovation, the Head of Retail Operations will ensure that valuable insights and best practices are captured and shared broadly with our partners and across the larger Meta business. This approach will help drive continuous improvement and position Meta Lab as a leader in premium retail.

Requirements

BA or BS degree
10+ years of multi site management experience in retail
Demonstrated efficacy in written and verbal communication

Nice To Haves

Bachelor’s degree in Business Management, Marketing, or related field
15+ years of experience in retail sales or operations, with 7+ years in a leadership role
Experience in a global retail organization, with proven understanding of international markets and cultures

Responsibilities

Balance Sales, Service, and Financial Efficiency: Set and deploy clear expectations for sales growth, premium customer service, and financial efficiency across all Meta Lab stores
Standardize Operations: Develop and implement operational playbooks and guidelines to ensure consistency and efficiency in every location
Team Leadership: Recruit, train, and manage store teams focused on delivering customer experiences that meet company standards, achieving sales goals, and optimizing labor and financial efficiency
Testing & Learning: Promote experimentation and continuous improvement, capturing learnings from store operations and sharing insights with 3P partners and the wider business
P&L Management: Own consolidated retail P&Ls, actively manage performance to budget, and drive both short- and long-term growth
Customer Experience: Champion service premium service standards, ensuring every store delivers memorable, brand-enhancing experiences
Expansion & Growth: Set up teams and processes to support the management of existing stores and the successful launch of new locations
Cross-Functional Collaboration: Partner with executive leadership and cross-functional teams to align on strategy, planning, and execution for retail expansion
Data-Driven Insights: Leverage analytics and retail data to identify trends, surface risks and opportunities, and inform business decisions
Omni-Channel Strategy: Drive the deployment of omni-channel initiatives and marketing strategies to grow sales and enhance customer engagement
Brand Stewardship: Protect and enhance the Meta brand through highly experiential activations and strategic partnerships