Regional Operations Manager - Northwest & Hawaii

The Manager, Retail Operations - North America plays a critical role in protecting and elevating that experience across the store network by driving operational consistency, process excellence, and strong market partnership. This role ensures stores are equipped with the right processes, tools, training, and support to operate efficiently, compliantly, and in alignment with company strategy and luxury brand standards.

The Manager, Retail Operations– North America, is a role leads with operational rigor, cross-functional partnership, and a continuous improvement mindset. They will bring thoughtful leadership through standardization, strategic problem-solving, and coaching; curiosity through strong communication, partnership, and awareness of store needs; and optimism through results orientation, innovation, and resilience in a fast-paced retail environment. They must model and champion our core belief; People Make the Difference and our values; Be Creative & Innovative, Deliver Excellence and Cultivate an Entrepreneurial Spirit.”

Thoughtful

• Ensure standardization of current and new processes to drive consistency across stores and protect operational excellence.
• Oversee and monitor operational procedures to ensure market compliance, including inventory accuracy, cycle counts, audit reports, POS processing, merchandise transfers, repair processing and maintenance, borrowed merchandise, missing assets, Retail Controls Checklist, and CODC.
• Use Service Channel to manage all market work orders effectively and ensure facilities issues are addressed proactively and in a timely manner.
• Conduct quarterly store visits and site audits to evaluate standards, monitor execution, and support special projects and implementations.
• Partner with regional and corporate support groups to establish best practices across the business, including Sales Audit, Internal Audit, IT, Tax, Distribution, Global Protection, Credit, TSC, Merchandising, Payroll, Supply Management, and Transportation.
• Build strong partnerships with MVPs, retail management, and store teams to address operational questions, policy and procedure concerns, and transaction processing issues.
• Identify opportunities for business process improvements that maximize store resources and align with company strategies.
• Partner with MVP and corporate facilities to prioritize capital requests and implement best practices.
• Maintain market oversight of the repair and maintenance budget.
• Assess gaps in operational knowledge across store teams to identify training needs and develop solutions in partnership with Global Education and Northern America Training.
• Coordinate training efforts and confirm execution for compliance, procedural changes, and new systems implementations.
• Guide store teams through operational changes by providing clear instruction, support, and follow-up

Curious

• Schedule, conduct, and participate in monthly meetings and conference calls with other Market Operations Managers and US Retail Operations to align on priorities, updates, and best practices.
• Partner closely with senior retail leadership in a strategic context to understand business needs and translate them into operational solutions.
• Evaluate store conditions, operational performance, and team capability to identify gaps, risks, and opportunities for improvement.
• Recognize when escalation, additional support, or training is needed and respond proactively to maintain strong execution across the market.
• Adapt effectively in a fast-paced, changing environment while balancing independent decision-making with cross-functional collaboration.

Optimistic

• Drive operational consistency and efficiency across the market to support profitability, compliance, and the client experience.
• Monitor and improve execution of operational processes, facilities management, and training initiatives to achieve measurable results.
• Recommend and support process improvements, new systems, and best practices that strengthen store operations and improve resource utilization.
• Contribute feedback and suggestions through established procedures to help evolve operational standards and tools.
• Help stores adopt new ways of working that improve efficiency while maintaining luxury service standards.
• Thrive in a fast-paced, changing retail environment with multiple stakeholders and competing priorities.
• Maintain a calm, solutions-oriented approach when addressing operational issues, compliance concerns, and system challenges

Required Qualifications:

• 6–8 years of operations experience in retail or luxury retail.
• Bachelor’s degree or equivalent experience in Business Management.
• Proven track record in store operations, including managing profitability and operational efficiencies.
• Experience working with senior retail leadership in a strategic context.
• Ability to manage complex projects with multiple stakeholders.
• Ability to build and maintain partnerships.
• Proven ability and desire to work in a fast-paced, changing environment.
• Ability to work independently with limited guidance.
• Proficiency in Microsoft Office and Point of Sale (POS) systems.
• Strong oral and written communication skills.
• Strong organizational skills.
• Up to 75% travel and flexibility to work non-traditional hours, including days, nights, weekends, and holidays.

The hiring range for this position ranges from $110,500- $156,000. The rate of pay offered will be dependent upon candidates’ relevant skills and experience. Management is also eligible for bonus.