Manager - Store Operations

J.Crew • New York, NY

13h • $97,600 - $126,300 • Hybrid

About The Position

J.Crew is seeking a curious, analytical, and solutions-oriented Store Operations Manager to improve store efficiency. The position focuses on store systems, operational process improvement, and Retail Help Desk leadership, while overseeing store supply and packaging programs. The manager will develop and scale improvements across the store fleet, guide systems and hardware enhancements, lead help desk service delivery, maintain store policies and communications, manage vendors and budgets, and partner with field, finance, procurement, and IT teams.

Requirements

• At least 5 years of experience in retail, focused on store operations in high-volume environments.
• Proven track record of improving store processes and systems and driving adoption of change across a large fleet.
• Experience partnering with cross-functional teams to define requirements, prioritize a backlog, and deliver software enhancements.
• Working knowledge of retail POS, store systems and hardware, and help desk ticketing platforms.
• Experience leading a team and managing third-party service providers, including service levels, vendors, and expense budgets.
• Exceptional communication, organizational, and analytical skills, including the ability to turn store feedback into clear requirements.
• Comfort presenting to and influencing people at all levels, and facilitating meetings with business partners and vendors.
• Self-directed learning and problem-solving skills, with the ability to succeed in a dynamic work environment while handling multiple projects with varying timelines.
• Knowledge of Microsoft Office Suite, including Excel, PowerPoint, Word, and Outlook.

Responsibilities

• Identify friction in store operations, develop business cases, pilot solutions with stores, measure adoption and impact, and scale successful improvements across the fleet.
• Own the store systems enhancement roadmap, including requirements, backlog prioritization, testing, and delivery on a regular release schedule in partnership with IT business partners.
• Partner with IT business partners on in-store hardware strategy and lifecycle planning, from evaluation and business case through rollout, refresh, and replacement.
• Lead the Retail Help Desk across Levels 1 and 2, manage the internal Level 2 team, and oversee the outsourced Level 1 partnership, including service level agreements, ticket quality, knowledge base content, and operational reviews.
• Own the escalation path for store-reported issues, drive issues to root cause, and partner with IT business partners to prevent recurring problems across the fleet.
• Modernize and standardize store policy and procedure documentation as a single source of truth, and write and approve communications about operational and system changes.
• Manage supplies and packaging vendors end to end, including procurement, warehousing, fulfillment, inventory health, product availability, and budgeted spend.
• Determine supply budgets and usage forecasts, establish store ordering best practices, and manage seasonal supply drops and holiday packaging milestones.
• Partner with Accounts Payable, Accounting, and Procurement to reconcile invoices and identify cost savings; represent Store Operations in RFPs and vendor negotiations.
• Work with the ROCs and field leadership teams on day-to-day operational needs, questions, and approvals, and provide recurring and ad-hoc reporting.

Benefits

• Medical, dental, prescription, and vision insurance for eligible associates and family members.
• Family planning support, including fertility, adoption, and surrogacy support.
• Fitness discounts and medical travel benefits.
• Associate discount across J.Crew, J.Crew Factory, and Madewell.
• Hybrid work model.
• Summer Fridays, with the office closing at 1:00 PM on Fridays during summer months.
• Philanthropic efforts and the J.Crew Cares Program supporting local communities.
• PTO package and a winter break at the end of December for eligible full-time Home Office associates.
• Opportunity for a bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed