Manager, Retail Operations

Manager, Retail Operations

We are hiring a Manager, Retail Operations for the New York Islanders. You will oversee daily operations at all retail locations, manage the retail P&L, lead staff, and coordinate both in-store and ecommerce activities.

• Own the operational P&L for both retail locations, including net sales, payroll, shrink, and controllable expenses, with accountability for annual budgeting, forecasting, and variance analysis.
• Lead, coach, and develop a combined team across two retail locations and the ecommerce fulfillment operation, owning the full employee lifecycle from recruitment and onboarding through to performance management and succession planning.
• Build and maintain staffing schedules that balance operational needs, peak trade periods (including online volume spikes), and payroll targets, while fostering a high-performance, inclusive culture aligned to brand values.
• Oversee day-to-day operations across both store locations, maintaining consistent standards for visual merchandising, housekeeping, and SOPs, while acting as the primary escalation point for operational issues.
• Manage the integration of in-store and online operations — including pick in store, ship-from-store, and in-store returns of online purchases — coordinating with Buying, Marketing, and IT for seamless execution of product launches and promotions.
• Maintain stock accuracy across both retail locations and the ecommerce fulfillment operation, overseeing receipt, replenishment, cyclical counts, and annual inventory, and investigating and resolving any discrepancies.
• Champion a customer‑first culture across all touchpoints — in‑store, online, phone, email, handling escalated complaints personally and setting clear KPIs for response time and resolution rate.
• Manage all ecommerce fulfillment activity — including order picking, packing, quality checks, dispatch, and returns processing — ensuring delivery SLAs, pick accuracy targets, and carrier collection schedules are consistently met.
• Utilize the utmost responsibility, attention to protocol and safety standards in closing/opening the store daily.

• Bachelor's Degree in a related field.
• 5–7 years of experience in a retail environment.
• Proven experience managing multiple retail locations with full P&L ownership, strong people leadership, and a track record of delivering results across inventory management, loss prevention, and customer service.
• Strong decision‑making, organizational, and time‑management skills.
• Communicates effectively with all levels of the organization.
• Experience & proficiency with Shopify e‑commerce, retail POS and management systems, Microsoft Office, Excel, and PowerPoint.
• Ability to work nights, weekends, and events.
• Previous experience in retail at a sports team a plus.
• Ability to walk, stand and sit for long periods of time.
• Ability to lift and/or move up to 25 pounds.

• This position is based out of Isles Lab at UBS Arena and Pro Shop at Northwell Health Ice Center.
• Work a flexible retail schedule to the needs of the business, attend home games at UBS Arena and other events (events can fall on evenings, weekends, and/or holidays).

• Flexibility:
  Switch gears on a moment’s notice and adapt to shifting priorities.
• Motivation:
  Leverage your personal skills to drive results and influence success.
• Autonomy:
  Manage your time, work independently, and prioritize tasks.
• Collaboration:
  
  Liaise with cross‑functional internal teams and establish positive relationships.
• Creativity:
  Think outside the box, bringing innovative ideas to the table.
• Accountability:
  Take ownership of your work.
• Conflict Resolution:
  Show off your problem‑solving and decision‑making skills.

• Expanding your experience with an iconic NHL franchise in our quest for a 5th Stanley Cup.
• Comprehensive benefits package including health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off and holidays.
• Professional development opportunities.

Salary range: $70,000.00 – $80,000.00 annually. Actual base pay will be determined based on a variety of job‑related factors, including but not limited to skills, education, training, experience and market demands.

The New York Islanders are an equal opportunity employer and value diversity at our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.