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POP MART · 2 days ago

Senior Operations Manager

Los Angeles, CA

Full-time

Onsite

Mid, Senior Level

$130K/yr - $150K/yr

3+ years exp

POP MART is a leading global company in the trend culture and entertainment industry, and they are seeking a Senior Operations Manager. This senior leadership role is accountable for all retail store and field operations, managing and mentoring an operations team while driving operational excellence across North America.

ManufacturingRetailToys

Hiring Manager

Luying W.

Responsibilities

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

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

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

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

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

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

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

Qualification

Retail Operations ManagementOperational ExcellenceData AnalysisTeam LeadershipNSO PlanningPayroll ManagementCompliance KnowledgeCross-Functional CollaborationPresentation SkillsCustomer FocusCommunication Skills

Required

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

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

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

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

Commitment to delivering exceptional customer experiences and protecting POP MART's brand integrity

Balance efficiency, compliance, and customer satisfaction in all decision-making

Preferred

Advanced proficiency in Excel, including: Pivot Tables, VLOOKUP/INDEX-MATCH, conditional formatting, data validation, chart/graph creation, and basic macros