Retail Operations Manager

About the Role

We are seeking a skilled Operations Program Manager to oversee daily activities related to third-party retail and telecommunications repair and maintenance, supply fulfillment, and warehouse functions throughout North America. In this pivotal position, you will manage relationships with external warehouses and service providers, monitor operational metrics, implement process enhancements, and ensure that materials, documentation, and service delivery align consistently with business objectives.

This role demands collaboration with internal teams and external stakeholders to handle execution, resolve escalations, ensure compliance, and expand operational improvements that boost efficiency and performance.

Key Responsibilities

• Manage daily operations executing through warehouse agencies and service partners across North America, maintaining quality, timeliness, compliance, and service standards.
• Monitor corrective and preventive actions, identify compliance issues and trends, ensure documentation accuracy, and prepare for audits.
• Translate improvement insights into standardized operating procedures, training resources, and consistent workflows.
• Lead improvements in repair, maintenance, and warehouse processes to enhance efficiency, optimize space use, reduce costs, and maintain operational consistency.
• Coordinate with suppliers, carriers, and third-party logistics providers to address issues related to materials, shipping, and services.
• Collaborate across various teams including Physical Merchandising, Field Merchandising, Demo Tech, Retail Sales, Finance, Procurement, and external retail partners.
• Support activities related to new product launches, retail refreshes, operational expenditure planning, scaling operations, special projects, and occasional extended working hours.

Qualifications and Skills

• A minimum of three years of experience in project or program management within retail operations, supply chain, logistics, or comparable fields.
• At least three years of hands-on work in repair and maintenance, supply fulfillment, warehouse management, vendor or third-party logistics administration, ideally supporting large retail environments or multiple retail sites.
• Proven capabilities in vendor management including RFP processes, service level agreements, contracts, performance scorecards, escalation handling, and service evaluations.
• Strong organizational skills paired with effective written and verbal communication, capable of juggling multiple priorities in fast-paced settings.
• Proficiency in Google Workspace and Microsoft Office; adept at working with diverse internal teams, external agencies, and retail collaborators.
• Willingness and ability to travel within the United States and Canada as required.
• Preferred experience in consumer electronics, technology retail, or similar sectors.
• Certifications such as Six Sigma, PMP, or other credentials in process improvement or project management are advantageous.

Additional Duties

• Engage in monthly team meetings and contribute actively to team-building initiatives.
• Participate in technical discussions and peer reviews within the OP team.
• Contribute to and collaborate on content for the OP internal Wiki and Knowledge Base.
• Provide status updates to OP Account Management upon request.

Employee Benefits

• 401(k) retirement plan.
• Dental insurance coverage.
• Health insurance plans.
• Vision insurance benefits.
• Commitment to equal opportunity employment emphasizing diversity, inclusion, equality, and respect.

Compensation

The salary offered will vary based on factors such as location, education background, qualifications, experience, technical expertise, and organizational needs.

About OP

OP is a technology consulting and solutions firm devoted to leveraging technology for significant impact. Offering advisory and managed services, cutting-edge platforms, and staffing across several domains including AI, cybersecurity, and enterprise architecture, OP has been at the forefront of consulting innovation for nearly 20 years. Its lean structure fosters fresh, ingenious thinking that accelerates business outcomes rapidly and efficiently.