Senior Operations Manager

Senior Manager, Retail Operations

Culver City, CA

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.

Job Overview

The Senior Manager, Operations is a senior leadership role accountable for all retail store and field operations. This role is elevated above the Retail Operations Manager, with direct leadership over multiple Operations team members and ownership of both strategic and tactical initiatives across stores, field leadership, and cross-functional departments.

This leader will manage and mentor a growing operations team, including the Retail Operations Manager, NSO Coordinator, Field NSO Coordinator, Store Communications Coordinator, and future Operations staff as the company scales. In addition to driving operational excellence across the North America, this role will own operational reporting, oversee all data creation for the team, and serve as the Operations representative in front of Executive Leadership.

What You Will Achieve

Strategic Leadership & Team Development

• Lead, coach, and scale the Operations team, setting clear priorities and holding leaders accountable for results.
• Oversee the development of Store Managers and Field Leaders into high-performing operators through structured training, coaching, and leadership development.
• Ensure accountability across all operational leaders through performance management, attendance oversight, and consistent feedback.

Operational Excellence & Store Standards

• Provide oversight of all store Key Performance Indicators (KPIs), ensuring performance metrics are achieved and exceeded.
• Oversee execution of operational standards across store operations, inventory management, stock levels, and visual merchandising.
• Ensure store-level processes align with brand integrity, customer experience, and long-term growth objectives.
• Anticipate and resolve operational challenges at scale, driving consistent execution across all locations.

Policy, Compliance & Efficiency

• Ensure full compliance with corporate policies, labor regulations, and legal requirements across the retail fleet.
• Oversee payroll management, headcount planning, and hiring strategy to align with labor budgets and company profitability goals.
• Ensure operational efficiency through streamlined processes, resource optimization, and ongoing cost controls.

Cross-Functional & Global Alignment

• Act as the primary liaison between field operations and the support center, ensuring transparent and effective communication with Los Angeles and China offices.
• Partner cross-functionally with Real Estate, Construction, HR, L&D, Marketing, Finance, and Visual Merchandising to ensure alignment and successful execution of initiatives.
• Support product launches, brand activations, and marketing campaigns with seamless operational execution across the fleet.

New Store Openings & ROBO Operations

• Oversee NSO planning and execution, from site readiness through Grand Opening, ensuring each store opens with operational excellence.
• Provide leadership oversight for ROBO Shop operations, including performance optimization, staffing strategies, and sales-driving initiatives.

Reporting, Data & Insights

• Owns reporting and data creation for the Operations team, ensuring accuracy, clarity, and relevance for store leaders, field teams, and executives.
• Leverage data to identify opportunities, monitor performance, and guide decision-making at the store, regional, and executive level.
• Work cross-functionally with IT to create data reporting tools and programs that streamline reporting and improve ease of use for all teams.

Executive Leadership Communication

• Supports the creation of presentation content for Executive Leadership updates, ensuring materials are polished, data-driven, and aligned with business strategy.
• Present operational updates to Field, Store, & Leadership teams, providing insights, recommendations, and status updates on departmental progress.

What You Will Need

Education & Experience

• Bachelor's degree in Business, Operations Management, Retail Management, or related field.
• 3+ years in a senior-level leadership role overseeing managers and/or cross-functional teams, either in a retail headquarters, corporate office, or support center environment.
• Demonstrated success in building and leading high-performing operations teams in a fast-scaling retail environment.

Operational Expertise

• Deep understanding of retail operations, including NSO planning/execution, store operations, payroll management, compliance, and merchandising standards.
• Proven ability to develop scalable SOPs, policies, and best practices across multiple regions.

Analytical & Technical Skills

• Advanced proficiency in Excel, including: Pivot Tables, VLOOKUP/INDEX-MATCH, conditional formatting, data validation, chart/graph creation, and basic macros (preferred).
• Strong ability to turn raw data into actionable insights and strategic recommendations.

Leadership & Communication

• Exceptional ability to lead, coach, and inspire teams at multiple levels.
• Strong executive presence, with the ability to create and deliver compelling presentations to senior leaders.
• Highly collaborative and skilled at cross-functional influence.

Customer & Brand Focus

• Commitment to delivering exceptional customer experiences and protecting POP MART's brand integrity.
• Balance efficiency, compliance, and customer satisfaction in all decision-making.

What We Offer

• Market-competitive packages: 401k, health insurance, PTO, paid sick leave, and family leave.
• Growth opportunities: On-the-job training, leadership development, and stretch assignments to advance your career.
• Career development: Opportunities to take on larger responsibilities as POP MART's North America business scales rapidly.

*POP MART is committed to equal pay initiatives and will not ask candidates for their current or past salary.

**As an Equal Opportunity Employer, POP MART does not discriminate against applicants or employees because of race, color, creed, religion, sex, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other status or condition protected by applicable federal, state or local law.