Manager, Retail Operations

New York Islanders Hockey Club LP•Elmont, NY

1d•Onsite

About The Position

The New York Islanders Hockey Club is seeking a Manager, Retail Operations to oversee the daily and game/event day operations of all retail locations. This role requires strong organizational and communication skills, with a focus on executing operations with exceptional commitment and attention to detail. The Manager will lead strategy, oversight, and execution across frontline operations, including staff management and POS systems, while nurturing and developing the retail team.

Requirements

Bachelor's Degree in related fields
5-7 years of experience in a retail environment
Proven experience managing multiple retail locations with full P&L ownership, strong people leadership, and a track record of delivering results across inventory management, loss prevention, and customer service.
Strong decision making, organizational and time management skills
Communicates effectively with all levels of the organization
Experience & proficiency with Shopify E-commerce, Retail POS and management systems, Microsoft Office, Excel, and PowerPoint
Ability to work nights, weekends and events
Ability to walk, stand and sit for long periods of time
Ability to lift and/or move up to 25 pounds

Nice To Haves

Previous experience in retail at a sports team a plus

Responsibilities

Own the operational P&L for both retail locations, including net sales, payroll, shrink, and controllable expenses, with accountability for annual budgeting, forecasting, and variance analysis.
Lead, coach, and develop a combined team across two retail locations and the ecommerce fulfilment operation, owning the full employee lifecycle from recruitment and onboarding through to performance management and succession planning.
Build and maintain staffing schedules that balance operational needs, peak trade periods (including online volume spikes), and payroll targets, while fostering a high-performance, inclusive culture aligned to brand values.
Oversee day-to-day operations across both store locations, maintaining consistent standards for visual merchandising, housekeeping, and SOPs, while acting as the primary escalation point for operational issues.
Manage the integration of in-store and online operations — including pick in store, ship-from-store, and in-store returns of online purchases — coordinating with Buying, Marketing, and IT for seamless execution of product launches and promotions.
Maintain stock accuracy across both retail locations and the ecommerce fulfilment operation, overseeing receipt, replenishment, cyclical counts, and annual inventory, and investigating and resolving any discrepancies.
Champion a customer-first culture across all touchpoints — in-store, online, phone, email, handling escalated complaints personally and setting clear KPIs for response time, and resolution rate.
Manage all ecommerce fulfilment activity — including order picking, packing, quality checks, dispatch, and returns processing — ensuring delivery SLAs, pick accuracy targets, and carrier collection schedules are consistently met.
Utilize the utmost responsibility, attention to protocol and safety standards in closing/opening the store daily.