Senior Operations Manager, Retail Services

Position : Senior Operations Manager, Retail Services

Department : Retail Services

FLSA Grade : Exempt, Full-Time

Salary Range : $80,000-$95,000

Position Summary :

The Senior Operations Manager provides strategic leadership in operational excellence at the Los Angeles Philharmonic’s retail enterprise, comprised of physical locations at the Walt Disney Concert Hall, Hollywood Bowl and e-commerce channels. This multi-faceted management role oversees retail administration, inventory management, distribution, staffing and project execution to ensure a cohesive, efficient and customer-centered retail experience throughout its brands and locations.

Essential Functions :

Operations and Administration : Lead the strategic development, implementation and compliance of standard operating procedures for efficiency and growth.  Provide expertise in core retail and technology systems, train staff and troubleshoot technology issues with internal and external support teams. Oversee the daily store operations to drive revenue and deepen customer engagement with the LA Phil’s musical mission. Assist with budget development, financial forecasting and monthly and annual P&L reviews.

Inventory Management : Oversee inventory planning, control processes across multiple locations, including receiving, inventory distribution, accurate stock counts, organized stockrooms, cycle counts and physical inventories and invoice processing. Troubleshoot shipment issues, support online fulfillment, ensure accounts payable processes are compliant, lead physical inventories and maintain accurate inventory reports.

Team Leadership : Provide strategic leadership and direction to the retail team by organizing and directing work and by providing coaching for continual learning. Manage team scheduling to meet operational needs within the budget. Serve as the Manager on Duty on the sales floor modeling selling behavior and customer service standards. Support team recruitment, onboarding and training.

Project Management : Lead cross-functional retail initiatives and special projects including special events, digital marketing initiatives and product development, ensuring timelines are met.

E- commerce : Lead the full scope of e-commerce operations and growth strategy. Oversee product launches, content updates, merchandising, fulfillment workflows and technology systems. Analyze sales performance and customer behavior to inform data-driven decision-making and long-term online revenue growth.

Relationships :

Reports to : Director, Retail Services

Supervises : Stock Associate, E-commerce Coordinator, Sales Supervisor and Associates, Asst. Buyers

Position Qualifications :

Minimum of 8 years of progressive retail management experience with an emphasis on operations, inventory management, ecommerce growth and technology integration, team leadership, preferably with multi-location expertise

Bachelor’s degree required or equivalent experience

Proven ability to lead e-commerce operations and drive online revenue growth through strategic planning and data analysis

Experience managing budgets, conducting financial analysis and contributing to strategic planning and forecasting.

Proven ability to oversee receiving, stockroom organization and physical / cycle inventories

Advanced knowledge of point-of-sale systems, proficient with Microsoft Office Suite, experience with e-commerce platforms and Adobe software

Detail oriented with advanced planning, organization and problems solving skills

Demonstrated leadership abilities, including training, motivating and evaluating a team

Commitment to providing a high standard of service that reflects the LA Phil’s mission with the ability to instill this commitment to the team

Strong verbal and written communication skills for effective communication with the ability to partner across internal departments and with external vendors

Flexibly schedule required to work evenings, weekends and event-driven schedules, with a high level of dependability and adaptability in a fast-paced environment.

Passion for music and understanding of classical music programming a plus

Other duties as assigned

The Los Angeles Philharmonic Association will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of the FCIHO.

Equal Employment Opportunity Policy

It is the Los Angeles Philharmonic Association’s policy to provide equal employment opportunity for all applicants and employees. The Association does not discriminate on the basis of race, color, religion, religious creed (including religious dress and religious grooming), sex (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition or information, genetic information, marital status, gender, gender identity, gender expression, military status, veteran status, or any other basis protected by federal, state, or local law. Consistent with the law, the Association also provides reasonable accommodation for disabled applicants and employees in accordance with the Americans with Disabilities Act (ADA) and the California Fair Employment and Housing Act, for pregnant employees who request an accommodation with the advice of their health care providers, for pregnancy, childbirth or related medical conditions; for employees who are victims of domestic violence, sexual assault or stalking; and for applicants and employees based on their religious beliefs and practices.