Operations Lead ( Schwarz Boutique at Nordstrom

The Role at a Glance

The Operations Lead makes the magic possible. Behind every seamless guest moment is an operation that runs with precision, purpose, and pace. You own the product journey end to end, working closely with the front‑of‑house team and upholding the boutique's standards for both FAO Schwarz and Nordstrom. This role is for someone who is equally at home in the back‑of‑house and on the floor and who thrives when no two days look the same.

• Own the product journey end to end, from receiving and processing to delivering the right product to the boutique floor with speed and accuracy.
• Make commercial decisions on what to process first. Bestsellers, high‑margin lines, and key categories always take priority.
• Design and maintain a back‑of‑house that mirrors the boutique floor, so key products are always easy to find, easy to reach, and ready for quick replenishment, whether you know the space inside and out or it’s your first day.
• Execute visual merchandising on the floor with precision by placing product according to the planogram, maintaining presentation standards, and ensuring the boutique always looks intentional and guest‑ready in line with FAO Schwarz and Nordstrom expectations.
• Drive replenishment with pace and a guest‑first mindset. An empty shelf is a missed sale, and you build a team that treats it that way.
• Lead ship‑from‑store operations from start to finish, managing the fulfillment of guest purchases for home delivery with accuracy and speed.

• Coach and develop the Operations team, tailoring your style to bring out the best in each person.
• Show up for new team members during onboarding to help them ramp up quickly and feel confident in the role from day one, including the dual‑brand context they operate in.
• Hold the team to the same guest engagement standard as any team member on the boutique floor. When your team is replenishing, they are FAO Schwarz, stopping to help, answer questions, and create moments of connection, just as any floor team member would.
• Step into floor leadership as Manager on Duty when needed, setting the tone across the boutique, managing coverage, and ensuring every guest receives the same exceptional experience, regardless of who is leading the shift.
• Provide regular coaching and feedback, using on‑the‑floor observations to support both individual and team performance.
• Recognize strong performance and hold the team accountable when expectations aren’t met, escalating concerns as necessary.
• Own the daily operations zone chart and team deployment, ensuring coverage is clear, balanced, and responsive to activity back‑of‑house and on the sales floor.

• Lead opening and closing routines as needed, ensuring the boutique is operationally ready before guests arrive and properly secured at the end of the day.
• Step into the Leader on Duty role as needed to cover gaps, taking ownership of the boutique floor, managing the team across all areas, resolving guest concerns, and maintaining the standard of the guest experience for the duration of the shift.
• Drive shipment processing with urgency and precision, prioritizing the boutique floor’s most pressing needs and validating each delivery to minimize shrinkage.
• Keep the back‑of‑house clean, safe, and operationally ready at all times, maintaining a clear organizational system that keeps the team moving at pace.
• Lead the team’s daily operational rhythm, ensuring everyone knows their priorities, coverage is in place, and the boutique is ready before guests arrive.
• Identify maintenance and repair needs and promptly elevate them to the appropriate partners at FAO Schwarz and Nordstrom, keeping the environment safe for the team and guests.

• Prioritize business impact in every processing and replenishment decision, putting high‑margin, high‑velocity products on the floor first and using sales trends and inventory data to keep availability sharp and never miss opportunities.
• Own the send sales as a revenue channel, driving the process end to end with accuracy and pace, and ensuring the team understands their contribution to the boutique’s overall…