Retail Operations Manager

Overview

At PGA TOUR Superstore, we are always looking for enthusiastic, self‑motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we are dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis.

The Operations Manager (OM) is a proficient leader in operations, processes, and efficiency. They are pivotal in delivering a consistent customer experience by managing product presentation, availability, pricing accuracy, and signage on the sales floor. The OM oversees critical business enablers such as labor budgets, store expenses, shrink goals, inventory accuracy, store supplies, vendor relationships, technology, and facilities. They execute administrative tasks including timesheet approvals, time‑off requests, shift swaps, attendance record‑keeping, inventory adjustments, and other documentation in accordance with established policies and procedures.

• Create a strong culture of appreciation by consistently recognizing and rewarding excellent individual and team performance, core values behaviors, and company loyalty.
• Plan and prepare, in partnership with senior leadership, weekly retail and studio associate schedules according to state and local labor requirements, associate availability, workforce engagement SOP, and budget considerations.
• Train new associates and store leaders on the scheduling process and workforce management system navigation.
• Foster a respectful and inclusive environment, welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all associates.
• Champion a culture where associates love to work and customers love to shop; recognize service behaviors and reward outstanding performance in partnership with the store leadership team.
• Report any issues and requests to SSC partners by submitting a Service Now ticket, taking full ownership of all store Service Now tickets from initiation to resolution and ensuring a timely response.
• Strategically plan weekly, monthly, and quarterly workloads to support business priorities using all available planning tools to deliver a consistent customer experience at each location.
• Maintain company operational and merchandising standards through consistent evaluation of the sales floor and training of associates as needed.
• Ensure compliance with all company SOPs through process observation and extensive associate training and communication.
• Ensure compliance with all loss prevention policies and procedures to maintain store inventory accuracy and a safe and secure workplace.
• Lead associate onboarding, learning, and close the product knowledge/system gap through development coaching and associate interaction.
• Engage in consistent and meaningful development conversations with all assigned associates throughout their employment journey.
• Conduct scheduled department walks with the department head on a consistent weekly cadence to maintain operational excellence, customer experience, and associate engagement within assigned departments.
• Provide hiring and termination recommendations based on skills and performance to the GM and AGM.
• Leverage all accountability paths, including performance improvement plans, coaching conversations, and formal write‑ups.
• Enable associates to be champions of their products and services, ensuring they can inform, educate, and promote offerings to customers.
• Lead and create a service culture that prioritizes the customer experience, model, train, and coach to deliver on these expectations.
• Anticipate staffing needs, develop talent plans, and recruit both long and short term to maintain the best in‑store customer experience in each department.
• Build and develop a team of passionate and knowledgeable logistic associates who strive to exceed customer expectations by having products readily available, strong store presentation,…