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Gamer's Choice · 1 hour ago

Director of Operations

Queens, NY

Full-time

Onsite

Director/Executive

$150K/yr - $200K/yr

6+ years exp

Gamer’s Choice is a leading destination for Trading Card Game players and collectors based in Queens, New York. They are seeking a Director of Operations to oversee the performance and scaling of their Retail Store and Live Stream Sales Department, ensuring operational excellence and exceptional customer experiences.

Retail

Responsibilities

Lead and develop department managers for Live Stream Sales and Retail Store Operations

Manage and coach Live Stream and Retail employees, building a culture of performance, accountability, and growth

Own daily execution and output for: Live stream sales operations (show readiness, staffing, product flow, fulfillment coordination, customer experience) and Retail operations (sales performance, customer experience, merchandising execution, inventory controls, scheduling)

Drive cross-functional alignment between live selling, ecommerce, retail, and inventory/warehouse teams to ensure consistent product availability and clean order execution

Own department-level P&L for Live Sales and Retail, including labor planning, operating expenses, and profitability targets

Partner with leadership to define revenue targets and build operating plans to achieve them

Monitor weekly/monthly performance and implement corrective actions to maintain margin and productivity

Coordinate product intake, sorting, pricing, and allocation workflows (especially for high-value singles and graded products)

Support merchandising priorities and promotional execution across live and retail channels

Build an operating dashboard (daily/weekly KPIs) to track performance, quality, and customer outcomes, such as Sales per hour / show performance metrics, Retail conversion + average ticket, Labor efficiency (cost per order, units per labor hour), Customer satisfaction, and issue resolution

Lead continuous improvement initiatives and process redesign to improve throughput and customer experience

Ensure best-in-class experience for customers across live shows, in-store interactions, and post-purchase service

Establish standards for professionalism, consistency, community engagement, and customer trust

Handle escalations and implement systems that prevent recurring customer issues

Qualification

Operations leadershipP&L managementProcess orientationPerformance managementContinuous improvementLeadership presenceCommunication skillsHigh ownership mentality

Required

6+ years in operations leadership, with experience owning multi-team performance

Proven people leader managing 20+ employees (preferably 40+)

Strong operational ownership across execution-heavy environments (retail, ecommerce operations, fulfillment, high-volume sales floor, or live commerce)

Demonstrated ability to manage P&L and hit profit + performance targets

Strong process orientation: SOP creation, KPI tracking, and continuous improvement

Strong execution management and operational discipline

High ownership mentality, gets things done without needing heavy structure

Excellent communication and leadership presence across the frontline and manager levels

Ability to thrive in fast-paced environments with demand spikes (live shows, releases, peak season)