Director of Operations

Gamer’s Choice is a team of passionate gamers, creators, and innovators based in Queens, New York. What began as a small local shop has grown into one of the leading destinations for Trading Card Game players and collectors around the world. We’re driven by a shared love for gaming and community, offering both an engaging online experience and a vibrant in-store atmosphere.

Our mission is to be the ultimate home for fans to connect, compete, and celebrate the games they love. While Yu-Gi-Oh! has always been our foundation, we’re expanding into exciting new titles like Pokémon, One Piece, Riftbound, and Disney Lorcana. Our Long Island City store serves as the heart of our community, hosting tournaments, events, and gatherings that bring players together both in person and online.

We’re hiring a Director of Operations to own the day-to-day performance and long-term scaling of our Retail Store, Live Stream Sales Department, and supporting operations. This leader will be accountable for operational excellence, team performance, customer experience, and P&L ownership across these business lines.

You’ll bring structure, accountability, and scalability to a high-volume, high-energy environment, ensuring our teams hit performance goals while maintaining accuracy, speed, and exceptional customer experience.

• 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).
  • 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.

• 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).

• Health Insurance
• Dental & Vision Coverage
• Paid time off
• 401k
• Employee Discounts
• Gym Membership Reimbursements

Salary Range: $150,000 - $200,000 per year

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