Store Operations Manager - HQ

J.Crew gets you dressed every day, for every occasion.

Since 1983, we’ve been creating classics that feel familiar and refreshingly new, crafted with unbeatable quality and distinctive point of view—it’s no wonder we’ve been in your closet for four decades and counting.

Today, we continue to do the classics our way, inspiring not only how you shop but how you define your personal style. Our commitment runs deeper than just making great clothes—we’re proud of our role in getting you dressed with confidence, character, and celebrating a distinctly American sensibility that makes us who we are.

Our dedication to Diversity, Equity, Belonging & Sustainability has been celebrated with industry recognition, reflecting our commitment to fostering an inclusive and sustainable workplace.

We are looking for a curious, analytical, and solutions-oriented Store Operations Manager to join our team and make our stores run as efficiently as possible. This role primarily focuses on store systems, operational process improvement, and help desk leadership while overseeing critical store supply and packaging programs.

We are looking for a curious, analytical, and solutions-oriented Store Operations Manager to join our team and make our stores run as efficiently as possible. This role primarily focuses on store systems, operational process improvement, and help desk leadership while overseeing critical store supply and packaging programs. This role is expected to be on-site three days:
Tuesday-Thursday.

• Find the friction in how stores work and turn it into solutions
  : build the business case, pilot with stores, measure adoption and impact, and scale what works across the fleet.
• Own the enhancement roadmap for our store systems, partnering with IT business partners to define requirements, prioritize the backlog, test and deliver against a regular release schedule that puts meaningful improvements in stores.
• Partner with IT business partners in formulating in-store hardware strategy and lifecycle planning, from evaluation and business case through rollout, refresh and replacement.
• Lead the Retail Help Desk across Levels 1 and 2, managing the internal Level 2 team and owning the outsourced Level 1 partnership, including service level agreements, ticket quality, knowledge base content and regular operational reviews.
• Own the escalation path for store-reported issues, driving them to root cause and partnering with IT business partners to eliminate recurring problems across the fleet.
• Modernize and standardize store policy and procedure documentation as a single source of truth and write and approve store communications for operational and system changes.
• Manage supplies and packaging vendors end to end, including procurement, warehousing, fulfillment and inventory health, while keeping critical items in stock and spend managed to budget.
• Determine supply budgets and usage forecasting, set store ordering best practices, and manage seasonal supply drops and holiday packaging milestones.
• Partner with Accounts Payable, Accounting and Procurement to reconcile invoicing and identify cost saving opportunities and represent Store Operations in RFPs and vendor negotiations.
• Work closely with the ROCs and field leadership teams on day-to-day operational needs, questions and approvals, and deliver recurring and ad-hoc reporting for the team.

• Minimum of 5 years of experience in retail, focusing on store operations in high volume environments.
• Proven track record of improving store processes and systems and driving adoption of change across a large fleet.
• Experience partnering with cross-functional teams to define requirements, prioritize a backlog and deliver software enhancements;…