Manager, Guest Technology & Personalization

Store•St Louis, MO

12d•Hybrid

About The Position

The Manager, Guest Technology & Personalization owns the operational performance, readiness, and evolution of Build-A-Bear’s Guest-facing store technology, omnichannel order fulfillment capabilities, and personalization platforms. The Manager ensures current experiences remain reliable, compliant, and easy to execute while shaping enhancements, future requirements, and new store technology capabilities.

Requirements

Bachelor’s degree or equivalent combination of education and relevant experience.
Five or more years of experience in retail operations, digital product operations, store technology, Guest experience, project management, or a related field.
Experience leading cross-functional initiatives and managing multiple workstreams, priorities, and stakeholders.
Ability to translate store and Guest needs into clear operational and technology requirements.
Strong problem-solving, project management, communication, facilitation, and organizational skills.
Comfort working with applications, equipment, vendors, operational processes, feedback, and performance measures.

Nice To Haves

Experience supporting multi-location retail technology or Guest-facing digital platforms.
Experience supporting POS releases, store back-office systems, inventory management applications, technical testing, pilots, and operational rollout planning.
Experience with omnichannel order management, store fulfillment, or last-mile delivery operations.
Experience with personalization, customization, made-to-order products, embroidery, or screen printing.
Experience launching and sustaining new applications, equipment, processes, or guest experiences at scale.
Experience with user acceptance testing, change management, training, and field adoption.

Responsibilities

Own Guest-facing applications and associate tools. Manage application setup, configuration, maintenance, roadmaps, dependencies, and support.
Partner with IT and vendors to maintain performance and resolve issues.
Set standards for documentation, communications, training, and adoption.
Lead prioritization, testing, pilots, and launch readiness for POS and Guest-facing updates.
Own the quality and evolution of technology-enabled workshop experiences. Keep each experience intuitive, engaging, current, and aligned with the Guest journey.
Refresh content, options, workflows, features, and operating practices.
Use Guest and store feedback to improve engagement and execution.
Coordinate updates, pilots, launches, and long-term roadmaps.
Own the end-to-end operations supporting Personalize Me. Coordinate partners to deliver a seamless experience.
Improve quality, speed, relevance, participation, associate confidence, and revenue potential.
Own POS, Guest-facing applications, personalization, omnichannel fulfillment, and supporting associate tools.
Lead store fulfillment solutions, including BOSFS, BOPIS, Uber delivery, and future capabilities.
Improve routing, workflows, handoffs, exceptions, communications, training, and support.
Partner with IT, Digital Commerce, product owners, vendors, Guest Services, and field leaders on requirements, performance, and issue resolution.
Lead release readiness, testing, communications, training, and support planning.
Manage pilots and ensure updates improve engagement, ease, reliability, compliance, and execution.
Gather and organize feedback from Guests, stores, field leaders, Guest Services, and partners.
Combine feedback with performance, usage, adoption, incident, and operational data.
Turn insights into prioritized improvements, pilots, process changes, and training.
Monitor results and refine experiences to remain relevant and engaging.
Represent Store Operations in the design, testing, and launch of new digital experiences.
Define operational requirements, store impacts, resource needs, support, and readiness criteria.
Coordinate pilots, training, communications, launch support, and reviews.
Establish ownership, maintenance, compliance, support, and measurement before rollout, then assume ongoing accountability.
Lead cross-functional partnerships.
Align partners on issues, decisions, and priorities.
Translate technical needs into clear operational impacts.
Champion Guest and store-team needs in planning.
Coordinate maintenance, updates, servicing, content refreshes, and vendor support.
Maintain standards, controls, documentation, ownership, and escalation paths.
Support privacy, security, accessibility, payment, purchasing, brand, and operational requirements.
Address recurring issues through root-cause analysis and prevention.
Maintain continuity plans and store support resources.