Retail Operations Manager

About Us:

Born in the vibrant festival scene, Quay merges music and fashion to create trend-forward designer eyewear for any moment or mood. Known for bold and playful designs, Quay inspires you to be your truest, most authentic self—and look good while doing it.

Responsibilities:

The Retail Operations Manager supports the Director of Retail Operations by developing and optimizing foundational programs, tools, and processes to drive productivity, operational excellence, and scalability. This role manages key retail programs and lead the implementation and project management of new or evolving business initiatives that enable the Retail Channel to achieve company objectives and support channel success. You will be a key advocate for the Retail team, influencing and partnering with cross-functional HQ teams to ensure the channel is equipped to meet and exceed business expectations, demonstrating a growth mindset, and championing change within a scaling business.

• Retail Communications Program (approximately 40%)

  • Own and manage all retail communications and workflows, ensuring timely and effective delivery of information and tools to stores to meet business objectives.
  • Produce clear, concise written communications, enabling confident and effective execution by store teams. Topics include: new or updates to process/programs, product launches, promotional activity, and critical retail updates.
  • Maintain the store intranet and calendar as a reliable, engaging and interactive source of truth for the retail team.
  • Develop and execute impactful incentive programs and contests, influencing performance by aligning with KPIs—partnering with Field Leadership to ensure targets are impactful and achievable.

  Business Process (approximately 40%)

  • Partner with the Director of Operations to develop and manage the implementation of new programs, processes, technology, and new store openings, ensuring effective workflows and achievement of business objectives through structured plans and cross-functional accountability.
  • Leverage retail team insights (qualitative and quantitative) to measure operational success, synthesize learnings, and develop actionable cross-functional recommendations for implementing solutions.
  • Create and update policy and standard operating procedures (SOPs) to ensure compliance and process scalability across store fleet.
  • Enforces store policy, operations, and service standards, ensuring consistency across the retail channel.
  • Own and implement organizational standards to ensure operational excellence within the store’s 4 walls (i.e., stockroom, back office, cash wrap, file management, etc.).
  • Oversee account management of retail channel customer service platforms (e.g. Yelp, Google) to maintain accurate store information and ensure Retail Leadership accountability for service level commitments.
  • Oversee the repair & maintenance and retail supplies programs, including vendor management, timely repair or procurement execution, and replenishment of store supplies.
  • Timely support to stores as issues arise, fostering strong cross-functional partnerships to support and influence solutions.

  Training Curriculum (approximately 20%)

  • In partnership with the Retail Operations Director, define and develop comprehensive training curriculum for all Retail programs (e.g. Onboarding, Selling, Technical, Coaching, Peak and Holiday Guides), including ongoing assessment of future training, developmental needs, and gaps in training content.
  • Develop and deliver engaging training programs in collaboration with Product, Brand, People Team, and Field Leadership to enhance brand expression in stores, support talent development, and enable stores to exceed targets.
  • Design effective training content and materials, across various formats (technical, microlearning, pilots) to meet diverse instructional and informational needs.
  • Evaluate success and adoption of process/programs using performance data, identify areas for improvement, and implement solutions.

Requirements:

• 5+ years of experience within Retail Operations or Retail Management (Retail team leadership a plus)

• Ability to adapt, multi-task and navigate all levels of priority in a fast-changing, retail environment.

• Ability to lead complex, cross-functional projects with autonomy, leveraging resources and with minimal guidance after initial alignment to kick-off your work

• Effective communication skills, both written and verbal, to effectively correspond with necessary audiences and cross functional teams.

• Excellent project management skills, including planning, influence, execution, and follow-up.

• Ability to analyze data to address opportunities and impact solutions.

• Proficient in Microsoft platforms (MS Word, PowerPoint, Excel, Outlook, and PowerBI preferred).

Bonus Points:

• High School graduate or equivalent; college degree preferred
• Experience in the optical or eyewear industry a plus.
• Understanding of various retail programs, technologies and KPIs; Experience with workforce management software, Microsoft Sharepoint and Shopify a plus.

Perks:

• Hybrid role: In SF Office Tue, Wed, Thur.
• Bonus Eligible
• Base compensation will be commensurate with experience, skills/knowledge set, and internal equity. Factors may include, as applicable, years of relevant experience; certifications or other professional licenses held; and other legitimate, non-discriminatory business factors specific to the position.
• 401(k)
• Product Discounts