Sign in

Manager of Operations

Forever 21
South Gate, CA
October 15, 2020


Job Purpose:

The Manager Operations reports to and supports the General Brand Manager in ensuring the store teams deliver top quality customer service and create an excellent customer experience. The Manager Operations will help manage leads and brand ambassadors in maintaining and driving sales, customer satisfaction, store’s facilities, loss prevention audits, service, staffing goals, payroll planning, safety, administrative work, company programs, and inventory control are actualized in accordance with company-defined practices and processes. Along side the GM, the Manager Operations must be a role model for our company, our customer first mentality and our culture.


• Aids in educating and providing feedback to store team on the customer first mentality, operational standards, processes and company programs

• Actively participates in store walkthroughs with General Brand Manager and District leadership to ensure the consistency

and quality of service and operational execution • Helps set the tone and standards that drive customer satisfaction that will lead the business to be recognizable within the market

• Reinforces customer service values by coaching leads and brand ambassadors

• Trains and develops teams through the Company’s Customer FIRST training model

• Works with General Brand Manager and other members of management to create processes or programs in store that will drive sales and bottom-line profitability

• Partners with the General Brand Manager on analyzing data in order to plan and strategize appropriately

• Drives results through creating short-term plans and long-term strategies, processes, and events that reflects a positive and rewarding experience with the company for both the customer and the employees

• Communicates regularly with management team regarding all aspects of sales, payroll deliverables, customer feedback and lead/brand ambassador performance

• Ensures service, merchandising, operational standards and Company credit initiatives are met through company-defined practices and processes

• Manages hiring goals and payroll planning and forecasting against key targets

• Effectively partners and builds productive working relationships with supervisor, peers, leads, and brand ambassadors

• Assists with talent selection, training, coaching, engagement and retention for all store employees

• Partners with merchandising leaders to ensure execution of markdowns/signage/marketing align with merchandise placement

• Owns the daily schedule of employees and the business which can include Kronos, staff schedules and payroll budgeting

• Leads overall store earnings by driving top line sales and managing controllable contribution.

• Assists in addressing performance by initiating and administering action plans for leads and brand ambassadors

• Spends at least 60% of the shift performing Leader on Duty tasks

Job Requirements

Knowledge, Skills, and Qualifications:

• Must demonstrate a strong customer focus

• Must be skilled in coaching and training, sales generation, strategic planning, and customer service.

• Must be able to attract, recruit and retain top talent. Must have the skillset to train and develop brand ambassadors

• Must have excellent communication, organizational and time management skills.

• Must be able to maneuver around sales floor and stock rooms, work with cleaning chemicals, and lift and carry up to 50 lbs.

• Must be available to work a flexible schedule to meet the needs of the business, including a minimum of 2 closing shifts per week and 2 full weekends per month. Must be at least 18 years old with a high school diploma or equivalent. College degree or relevant technical or vocational training preferred.

• Must have at least 2 to 3 years of retail experience with prior supervisory or management experience.