Operations Manager Jobs

About The Position

Requirements

• Five or more years of progressive retail management, field operations or multi-unit leadership experience
• Experience managing customer-facing employees in a structured, sales-driven environment
• Demonstrated success developing SOPs, operating standards and quality control processes
• Experience recruiting, training, coaching and retaining high-performing retail teams
• Strong understanding of sales performance, labour management, inventory and operational reporting
• Ability to move comfortably between the frontline, client head office and agency environments
• Experience participating in retail launches, pop-ups, new store openings or operational transitions
• Strong written communication skills and the ability to turn complex requirements into simple, usable processes
• Excellent judgement, discretion and comfort working within a highly regulated category
• Ability to balance strategic thinking with hands-on execution
• A valid driver’s licence and the ability to travel throughout the Greater Toronto Area as required

Nice To Haves

• Previous experience in the tobacco, tobacco alternatives, nicotine or other highly regulated consumer products industry is strongly preferred
• Experience with restricted category products
• Experience working within premium, luxury, beauty, hospitality or experiential retail environments
• Experience working with agencies, brand teams or outsourced retail operations
• Familiarity with age-gated sales environments, responsible selling practices and regulatory compliance
• Bilingualism in English and French would be considered an asset

Responsibilities

• Assume day-to-day leadership of retail operations, beginning with the Cabana location and expanding into future pop-ups and permanent retail environments
• Ensure each location delivers a consistent, compliant and premium customer experience
• Lead, coach and support frontline retail employees
• Maintain a visible presence in the field and respond quickly to operational issues
• Oversee scheduling, attendance, labour deployment, inventory, reporting and daily sales performance
• Ensure retail locations are properly resourced and prepared to achieve their commercial objectives
• Build an operating culture that supports employee retention, accountability and consistent execution
• Review, customize and formalize existing standard operating procedures
• Develop new SOPs where gaps exist
• Translate strategic requirements into clear, practical guidance for frontline employees
• Establish standards for opening, closing, customer engagement, sales, compliance, inventory, incident management and escalation
• Define and document employee performance management and termination procedures
• Implement formal quality control measures across every customer transaction
• Regularly assess operating standards and recommend improvements based on field experience
• Lead recruitment planning for future pop-up and permanent retail locations
• Help build a scalable recruitment, onboarding and training model
• Customize the training approach to reflect the client’s products, customer journey, compliance requirements and sales methodology
• Partner with PPL and the client to refine incentive and bonus structures
• Identify opportunities to improve employee engagement, retention and performance
• Create clear pathways for coaching, development and advancement
• Work directly with the client’s head office and PPL leadership to refine the broader retail strategy
• Participate in the development of experience-based strategic initiatives that go beyond traditional retail operations
• Provide frontline intelligence to improve customer experience, training, product education and commercial performance
• Support launch planning for pop-ups, flagship locations and other emerging retail opportunities
• Help evaluate potential locations, operating models and customer experience concepts
• Contribute an experiential retail perspective to the design of premium, luxury-inspired environments
• Build practical recommendations that connect strategy to what is achievable in the field
• Oversee daily, weekly and monthly operational reporting
• Track sales, labour, customer engagement, inventory, compliance and employee performance
• Ensure reporting is complete, accurate and submitted on time
• Identify trends, risks and opportunities, then turn those findings into clear recommendations
• Work with PPL to refine dashboards and performance measurement
• Lead regular program reviews with the client and agency
• Help establish the recurring meeting cadence, operating rhythm and escalation process

Benefits

• performance bonus
• signing bonus
• executive-level benefits