Retail Operations Supervisor

POP MART Americas Inc.•Los Angeles, CA

1d•Onsite

About The Position

The Retail Operations Supervisor is an execution-focused role that bridges the gap between the operations team (HQ) and the store/field level. This role is responsible for implementing SOPs developed by the Retail Operations Manager, gathering on-the-ground feedback to improve operational processes, and maintaining basic operational documentation for day-to-day store activities. This is a hands-on, detail-oriented role for someone who thrives in organized, process-driven environments and is passionate about making operations work smoothly in practice. 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

Associate or bachelor’s degree in business, Operations, Retail Management, or a related field — or equivalent practical experience.
1–3 years of experience in retail operations, store management, or a related operational support role.
Experience working with SOPs or process documentation, even in an implementation or training capacity.
Proficiency in Microsoft Office (Excel, Word, PowerPoint) — comfortable creating basic trackers, checklists, and simple reports.
Ability to draft clear, organized written communications for store-level audiences.
Catches inconsistencies and follows through on every step of an implementation.
Able to explain operational procedures clearly to both frontline associates and managers.
Comfortable spending time in stores, observing operations, and building relationships with store teams.
Works well with both HQ and store-level stakeholders; comfortable asking questions and raising concerns.
Follows through on commitments, tracks their own work, and keeps stakeholders informed.
Must be able to remain in a stationary position (e.g., seated or at a desk) for extended periods while operating a computer or other office equipment
Must be able to occasionally lift or move items weighing up to 25 pounds
Must be able to travel to store locations for field visits and new store openings.

Nice To Haves

Prior experience in multi-store retail or a corporate support environment is a plus.
Familiarity with retail operations tools (POS systems, scheduling platforms) preferred.

Responsibilities

Support the rollout of new and revised SOPs to store teams, ensuring procedures are communicated clearly and understood at the field level.
Follow up with stores post-rollout to confirm SOP adoption — identifying where additional guidance, coaching, or resources are needed.
Develop simple implementation toolkits (checklists, quick reference guides, FAQs) that help store associates translate SOPs into daily actions.
Coordinate with store managers and field leaders to schedule SOP training sessions and track completion.
Serve as the primary feedback channel between stores and the HQ operations team — gathering real-time input on what’s working, what’s not, and why.
Conduct store visits and operational check-ins to observe SOP adherence and collect qualitative feedback from store teams.
Document recurring operational pain points and escalate patterns to the Retail Operations Manager with supporting observations.
Assist in testing revised SOPs in pilot stores before full-scale rollout, gathering structured feedback during trial periods.
Conduct routine compliance checks to assess store adherence to operational standards and SOPs.
Provide on-the-spot coaching to store teams on proper procedures when deviations are observed.
Track and report compliance findings using standardized audit templates, escalating critical issues to the Retail Operations Manager.
Support new store openings by assisting with on-site operational setup, orientation, and SOP walk-throughs.
Assist in drafting store communications related to operational updates, procedure changes, and compliance reminders.
Maintain organized records of SOP rollout status, training completion, and compliance audit results.
Coordinate with store managers to ensure operational issues are resolved promptly and follow-ups are documented.