Retail Operations Manager

POP MART Americas Inc. • Los Angeles, CA

3d • Onsite

About The Position

POP MART (09992.HK), founded in 2010, is a leading global company in the trend culture and entertainment industry. Centered around IP, POP MART has built a comprehensive platform for creative incubation and IP operation, empowering global creators while delivering exciting products, services, and immersive entertainment experiences to consumers. POP MART identifies and nurtures emerging artists and designers worldwide, creating popular character IPs through a well-established IP development and operation system. Its portfolio includes iconic IPs such as MOLLY, SKULLPANDA, DIMOO, THE MONSTERS, and Hirono. By launching art toys and derivative products based on these IPs, POP MART continues to lead trends in consumer culture. As of the end of 2024, POP MART operates over 500 physical stores and more than 2,300 Robo Shops across 30+ countries and regions. Through multiple cross-border e-commerce platforms, the company has reached audiences in over 90 countries and regions, bringing joy to young consumers around the world. The Retail Operations Manager is the operational backbone of POP MART America’s store network. This role sits between the Senior Manager, Retail Operations and the field/store level — translating strategy into structured, executable processes. The focus is on establishing operations-level SOPs, producing data-driven insights, and ensuring day-to-day operational consistency across all locations. We follow an office policy with an expectation of five days per week working onsite. Being together in person helps us collaborate, stay connected, and build a strong team culture. At POP MART, we foster a high-trust environment and trust our employees to make decisions that support both the team and the business.

Requirements

• Bachelor’s degree in Business, Operations Management, Retail Management, or a related field.
• 3–5 years of experience in retail operations, preferably in a multi-store or corporate support environment.
• Demonstrated experience writing SOPs, operational policies, or process documentation in a retail context.
• Experience with data reporting and analysis — building dashboards, tracking KPIs, and communicating findings to stakeholders.
• Advanced proficiency in Excel: Pivot Tables, VLOOKUP/INDEX-MATCH, conditional formatting, data validation, and chart creation.
• Strong written communication skills — ability to write clear, structured operational documentation for diverse audiences.
• Detail-minded with a structured approach to documenting and improving workflows.
• Comfortable turning raw data into actionable insights and clear recommendations.
• Skilled at working across teams to gather input, align on standards, and drive adoption.
• Able to manage multiple SOPs, projects, and reporting cycles simultaneously without dropping the ball.
• Identifies operational risks and process gaps before they become field-level issues.

Nice To Haves

• Familiarity with retail operations systems (POS, inventory management, scheduling tools) preferred.

Responsibilities

• Research, write, and maintain Standard Operating Procedures (SOPs) for all key retail operational activities — from daily store routines to seasonal workflows.
• Own the SOP library: version control, review cycles, and ensuring documentation is accurate, accessible, and current.
• Translate evolving business requirements into clear, field-ready operational procedures that store teams can execute consistently.
• Identify operational gaps through store visits, field feedback, and data analysis — and close those gaps with documented process solutions.
• Build, maintain, and distribute recurring operational reports — including KPI dashboards, compliance trackers, NSO readiness reports, and store performance summaries.
• Analyze operational data to surface trends, flag exceptions, and recommend targeted interventions to the Senior Manager, Retail Operations.
• Develop and refine reporting templates and tools to improve data clarity and reduce manual effort for field and HQ teams.
• Support the Senior Manager in preparing executive-facing data packages by ensuring underlying data is clean, accurate, and well-structured.
• Write and update store-level operational policies aligned with corporate standards, labor regulations, and brand guidelines.
• Conduct periodic audits and operational reviews to assess adherence to SOPs and flag compliance risks.
• Partner with HR, Legal, and Compliance teams to ensure all operational documentation meets regulatory requirements.
• Maintain a centralized repository of operational policies and ensure all relevant parties have access to the latest versions.
• Work with HR and Learning & Development to integrate SOPs and policy updates into training content and onboarding programs.
• Coordinate with Visual Merchandising, Marketing, and IT to ensure operational processes support product launches, brand activations, and system changes.
• Act as the operational point of contact for cross-functional questions related to store procedures, reporting, and compliance.
• Identify inefficiencies in current workflows and lead process improvement initiatives that reduce friction for store teams.
• Support inventory management, shrinkage reduction, and stock optimization through process documentation and data monitoring.
• Evaluate third-party tools and technologies that could improve operational reporting or SOP accessibility.
• Own and manage all formal operational communications directed at retail store teams, including policy updates, SOP rollouts, compliance reminders, and operational announcements.
• Develop and maintain a consistent store communication cadence — ensuring messages are timely, clearly written, and appropriately prioritized so store managers are never overwhelmed or uninformed.
• Translate complex operational directives from HQ (including cross-functional initiatives from HR, Visual Merchandising, Marketing, and Finance) into clear, action-oriented store-facing communications.
• Establish and maintain a centralized communication log or tracker to ensure all store-directed messages are documented, versioned, and retrievable for reference or compliance purposes.
• Partner with the Retail Operations Supervisor to confirm message receipt and comprehension at the store level, and to gather feedback on communication effectiveness.
• Continuously refine communication templates, formats, and channels to improve clarity, reduce back-and-forth with stores, and support a high-trust, well-informed field team.

Benefits

• Market-competitive packages: we provide 401k, health insurance, PTO leave, paid sick leave, and family leave, etc.
• Opportunities to learn and lead: we provide on-the-job training to ensure employees are equipped with the most up-to-date skill sets and knowledge
• Career development: we work with you to advance your career through short-term assignments, and new experiences, etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees