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.
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 Have
- Familiarity with retail operations systems (POS, inventory management, scheduling tools) preferred.
Benefits
- Market-competitive packages: 401k, health insurance, PTO leave, paid sick leave, and family leave, etc.
- Opportunities to learn and lead: on-the-job training to ensure employees are equipped with the most up-to-date skill sets and knowledge.
- Career development: work with you to advance your career through short-term assignments, and new experiences, etc.
Work Arrangement
On-site — Los Angeles, San Francisco
Additional Information
- Physical Requirements: 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.
- Physical Requirements: Must be able to occasionally lift or move items weighing up to 25 pounds.
- Background checks are conducted after conditional offer and consider qualified applicants with criminal histories in a manner consistent with legal requirements per Los Angeles, Cal. Muni. Code 189.04 and the San Francisco Fair Chance Ordinance.
- Reasonable accommodations are available for individuals with disabilities; contact na.employeerelations@popmart.com.
- Accommodations are available on request for candidates taking part in the selection process.
- All sensitive personal data associated with this application will be used strictly for selection purposes and will be treated confidentially.
- POP MART is committed to equal pay initiatives and will not ask candidates for their current or past salary.
- Equal Employment Opportunity: POP MART provides equal employment opportunities without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation, or any other protected characteristic established by local, state or federal law.
