Retail Operations Manager

The Costumer•City of Schenectady, NY

3d•$70,000 - $82,000•Onsite

About The Position

For more than 108 years, The Costumer has helped bring theatre to life. We rent and sell costumes to schools, theatres, universities, and consumers across the United States and Canada. Every year, we support thousands of productions while advancing scholastic theatre and the confidence, creativity, communication, and collaboration it inspires. We're looking for a collaborative, hands-on Operations Manager to lead our day-to-day operations and help ensure every customer receives an exceptional experience. The Retail Operations Manager is responsible for leading the daily operations of The Costumer, including our production studio, fulfillment operations, and retail store. This role ensures customer orders are produced accurately, shipped on time, inventory is well managed, and employees have the support and direction they need to succeed. Reporting directly to the President/ CEO, you'll oversee workflows, coach employees, improve operational processes, and help create a positive, accountable workplace culture. This is an ideal opportunity for a leader who enjoys balancing people management with operational execution in a mission-driven organization.

Requirements

5+ years of operations management experience in retail, manufacturing, production, fulfillment, distribution, or a similar environment.
5+ years of supervisory or people management experience.
Demonstrated success leading teams and improving operational performance.
Strong organizational, planning, and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to prioritize multiple projects in a fast-paced environment.
High school diploma or equivalent.

Nice To Haves

Associate's or Bachelor's degree in Business, Operations Management, Supply Chain, or a related field.
Experience with inventory management and production scheduling.
Experience in a retail, rental, manufacturing, or distribution environment.
Passion for theatre, education, or the arts.

Responsibilities

Oversee the daily operations of the production studio, fulfillment center, and retail store.
Ensure rental and retail orders are completed accurately and delivered on time.
Coordinate workflows across departments to maximize efficiency and customer satisfaction.
Monitor inventory availability to ensure costumes are available for scheduled rentals and customer commitments.
Identify opportunities to improve operational processes, productivity, and service levels.
Supervise, coach, and develop team leads across multiple departments.
Create staff schedules that balance business needs with employee availability.
Foster a collaborative, respectful, and customer-focused culture.
Provide regular coaching, feedback, and performance support.
Help onboard and train new employees.
Lead by example in delivering exceptional customer service.
Resolve customer concerns professionally and efficiently.
Work closely with sales and customer service teams to ensure customer expectations are consistently exceeded.
Serve as the operational leader when the President/ CEO is off-site.
Monitor operational performance, productivity, inventory, and key business metrics.
Maintain accurate operational records and support continuous improvement initiatives.
Partner with department leaders to ensure operational goals align with company objectives.
Support special projects and other operational initiatives as needed.