Senior Manager, Retail Operations

Position: Senior Manager, Retail Operations

Location: Culver City, CA

Department: HR

Salary: $150,000 - $190,000

POP MART (09992.HK), founded in 2010, is a leading global company in the trend culture and entertainment industry. Centered around IP, POP MART has built a comprehensive platform for creative incubation and IP operation, empowering global creators while delivering exciting products, services, and immersive entertainment experiences to consumers.

POP MART identifies and nurtures emerging artists and designers worldwide, creating popular character IPs through a well-established IP development and operation system. Its portfolio includes iconic IPs such as MOLLY, SKULLPANDA, DIMOO, THE MONSTERS, and Hirono. By launching art toys and derivative products based on these IPs, POP MART continues to lead trends in consumer culture.

As of the end of 2024, POP MART operates over 500 physical stores and more than 2,300 Robo Shops across 30 countries and regions. Through multiple cross-border e-commerce platforms, the company has reached audiences in over 90 countries and regions, bringing joy to young consumers around the worl

Opportunity Overview:

We follow an office policy with an expectation of five days per week working onsite. Being together in person strengthens collaboration, supports our retail teams, and helps us build a connected, high-performing culture. At POP MART, we foster a high-trust environment and empower our employees to make decisions that support both the team and the business.

The Senior Manager, Retail Operations is responsible for leading operational excellence across POP MART's North American retail business. This role oversees a growing Retail Operations team, develops scalable processes, supports new store growth, and partners cross-functionally to ensure consistent execution across our retail fleet.

Reporting to senior leadership, this position manages and develops key Operations team member, including the Retail Operations Manager, New Store Opening (NSO) Coordinator, Field NSO Coordinator, Store Communications Coordinator, and future Operations staff—as the business continues to expand. The Senior Manager will drive operational initiatives, improve business processes, leverage data to inform decisions, and support the successful execution of company-wide retail strategies.

What you will achieve

Leadership & Team Development

• Lead, coach, and develop a high-performing Retail Operations team by establishing clear priorities, performance expectations, and accountability.
• Mentor Operations leaders and support the ongoing development of Store Managers and Field Leaders through coaching, training, and leadership development.
• Foster a culture of collaboration, continuous improvement, and operational excellence across the organization.

Retail Operations

• Drive operational consistency across all retail locations by ensuring execution of company standards, policies, SOPs, merchandising guidelines, inventory controls, and customer experience initiatives.
• Monitor operational KPIs and partner with Field Leadership to identify opportunities that improve sales performance, operational efficiency, and profitability.
• Develop and implement scalable operational processes that support POP MART's continued retail expansion.
• Proactively identify operational challenges and implement practical, data-driven solutions that improve store performance.

Workforce Planning & Compliance

• Partner with Human Resources and Field Leadership to support workforce planning, payroll management, labor optimization, and staffing strategies.
• Ensure retail operations remain compliant with company policies, labor regulations, and operational standards.
• Support consistent execution of performance management and operational accountability across retail locations.

Cross-Functional Partnership

• Partner closely with Real Estate, Construction, Human Resources, Learning & Development, Marketing, Finance, Supply Chain, Visual Merchandising, IT, and global headquarters to execute cross-functional initiatives.
• Serve as a key Operations partner, ensuring effective communication between retail stores, field leadership, and corporate teams in Los Angeles and China.
• Support successful execution of product launches, marketing campaigns, seasonal initiatives, and company-wide operational programs.

New Store Openings & ROBO Operations

• Lead operational planning and execution for new store openings, ensuring stores launch on time and meet POP MART's operational standards.
• Provide operational oversight for ROBO Shop programs, partnering with internal teams to optimize performance, staffing, inventory, and customer experience.

Reporting & Business Insights

• Lead operational reporting and dashboard development to provide accurate, timely, and actionable insights for field leaders and senior leadership.
• Analyze operational performance data to identify trends, measure business results, and recommend continuous improvements.
• Partner with IT and Business Systems teams to enhance reporting tools and automate operational processes where possible.

Executive Communication

• Develop executive-ready presentations, business reviews, and operational updates that communicate key performance metrics, project status, and strategic recommendations.
• Present operational initiatives and business updates to retail leadership and cross-functional partners as needed.

What you will need

Education & Experience

• Bachelor's degree in Business, Operations Management, Retail Management, or a related field preferred.
• 5 years of progressive retail operations leadership experience, including experience leading managers or cross-functional teams in a retail support or corporate environment.
• Demonstrated success supporting multi-unit retail operations within a fast-paced, high-growth organization.

Retail Operations Expertise

• Strong understanding of retail operations, including store operations, new store openings, workforce planning, payroll, compliance, inventory management, and merchandising execution.
• Experience developing and implementing scalable operational processes, SOPs, and best practices.

Analytical & Technical Skills

• Advanced proficiency in Microsoft Excel and reporting tools, with experience analyzing business performance and translating data into actionable recommendations.
• Experience building dashboards, operational reports, and business presentations for leadership.

Leadership & Communication

• Proven ability to lead, coach, and develop high-performing teams.
• Excellent communication, organizational, and project management skills.
• Ability to influence cross-functional stakeholders and manage multiple priorities in a fast-paced environment.

Customer & Business Focus

• Passion for delivering exceptional customer experiences while balancing operational efficiency and business performance.
• Ability to think strategically while remaining hands-on in execution.

What We Offer

• Market-competitive packages: 401k, health insurance, PTO, paid sick leave, and family leave.
• Growth opportunities: on-the-job training, leadership development, and stretch assignments to advance your career.
• Career development: opportunities to take on larger responsibilities as POP MART's North America business scales rapidly.

*The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

Physical Requirements

• Must be able to remain in a stationary position (e.g., seated or at a desk) for extended periods while operating a computer or other office equipment.
• Must be able to occasionally lift or move items weighing up to 25 pounds.

Pay Range Details

The base salary range for this position is $80,000 - $100,000 annually. This range is provided in accordance with applicable state and local pay transparency laws and may vary based on geographic location. Individual compensation will be determined based on factors including job-related knowledge, skills, experience, and qualifications. This position may also be eligible to participate in the Company's incentive compensation program.

Background Checks

For applicants located in Los Angeles or San Francisco: In accordance with applicable local Fair Chance laws, POP MART conducts criminal background checks only after a conditional offer of employment has been made. Qualified applicants with criminal histories will be considered in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance (Los Angeles Municipal Code § 189.04) and the San Francisco Fair Chance Ordinance, as applicable.

Equal Employment Opportunity

POP MART is committed to fostering a safe, inclusive, and respectful workplace where everyone is treated with dignity and respect. We are an Equal Opportunity Employer and provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, age, marital status, disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Employment decisions at POP MART are based on business needs, job requirements, and individual qualifications.

Reasonable Accommodation

Applicants who require a reasonable accommodation during the application or hiring process may request assistance by emailing na.hrsupport@popmart.com.

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The qualifications, skills, abilities, and physical demands described in this job posting are representative of those required to perform the essential functions of the position. Reasonable accommodation may be provided to qualified individuals with disabilities to enable them to perform the essential functions of the job.