Operations Manager
hace 3 días
New York
Job Description Creative Goods Merchandise LLC Operations Manager - New York, NY The Opportunity: Creative Goods is a dynamic full-service merchandising company based in NYC with a bold vision for the entertainment space. Our experienced team of industry professionals works to establish partnerships that are built on trust, allowing us to better serve our clients through clear communication, a streamlined workflow, and creative product that captures the imagination. The Role: The Operations Manager plays a key role in ensuring the smooth and successful execution of all merchandise operations across Broadway, Touring, and Experience productions. In this position, you will oversee daily workflows, coordinate staffing needs, and maintain the operational standards that support both front-of-house retail teams and overall business performance. A major focus of this role includes building and managing staffing schedules, recruiting and onboarding new team members, and delivering ongoing training to ensure staff are well-prepared, knowledgeable, and aligned with company expectations. You will work closely with venue managers, touring personnel, and internal departments to anticipate operational needs, address challenges quickly, and support a consistent, high-quality customer experience. This role requires a hands-on leader who excels at problem-solving, communicates clearly, and remains calm under pressure. The ideal candidate can adapt to changing show schedules, solve day-to-day issues with confidence, and implement efficient systems that keep merchandise operations running smoothly across multiple locations and productions. Essential Functions / Responsibilities: • Oversee the day-to-day operations of merchandise stands across productions, ensuring a smooth and consistent guest experience., • Develop, manage, and adjust staff schedules to meet the needs of varying show times, special events, and venue requirements., • Recruit, hire, and onboard new merchandise staff, ensuring teams are properly staffed across multiple locations and productions., • Train employees on product knowledge, sales procedures, customer service standards, and operational policies., • Serve as a primary point of contact for operational issues, addressing and resolving challenges quickly and effectively., • Maintain compliance with company procedures and policies, venue regulations, and operational protocols., • Collaborate with internal departments, production partners, and venue management to ensure seamless operations. Specific Responsibilities: • Create, update, and publish weekly staff schedules for Broadway, Touring, and Experience locations., • Conduct regular training sessions, including refresher courses and updates on new products or procedures., • Execute recruitment activities such as interviews, reference checks, onboarding sessions, and documentation., • Monitor retail operations during performances and troubleshoot issues related to staffing, POS systems, inventory discrepancies, or guest concerns., • Track performance metrics such as sales trends, staffing efficiency, and merchandise stand throughput., • Implement operational improvements that enhance workflow, reduce inefficiencies, and improve profitability., • Coordinate with retail managers and local venue teams regarding load-in/load-out needs, merchandise setup, and special performance schedules., • Assist with product launches, seasonal resets, and promotional initiatives., • Maintain organized records related to staffing, training, operational tasks, and sales performance., • Promote a collaborative, supportive atmosphere among team members and lead by example as a strong team player. Required Knowledge / Qualifications: • Proven experience in operations management, retail management, or a similar leadership role—preferably within entertainment, live events, or touring environments., • Strong skills in scheduling, staff management, and team leadership., • Experience recruiting, training, and developing employees., • Excellent problem-solving abilities with a calm, solutions-oriented approach in fast-paced or high-pressure situations., • Demonstrated ability to work effectively as a team player and support a positive team culture., • Working knowledge of POS systems, basic troubleshooting, and general technical comfort with devices used in front-of-house operations. Familiarity with Shopify, ADP, Microsoft Office and GSuite is a plus., • Strong communication skills and the ability to coordinate with multiple stakeholders, including venue partners and touring personnel., • High attention to detail, organization, and the ability to manage multiple priorities simultaneously., • Flexibility to work evenings, weekends, holidays, and show-based schedules., • Willingness to travel out of town as needed for load-ins, load-outs, and on-site operational support., • Ability to lift, carry, and transport merchandise boxes as needed (typically 25–50 lbs)., • Proficient in basic maintenance and handy work such as assembling equipment, performing small repairs, and using common hand tools., • Comfortable working at various heights and able to safely climb, descend, and work from ladders and stairs. Job Type: Full-Time, In-person Pay: $60-65k annually. As a full-time employee of Creative Goods Merchandise, LLC, this position is eligible to participate in the Company’s comprehensive benefits program following a 90-day waiting period for new enrollees. This program includes medical, dental, and vision care, core life, accidental death and dismemberment, and disability coverage. After a year of service in any position, full-time employees are eligible to enroll in the 401(k)-retirement account. Benefits are subject to the changes Creative Goods may make from time to time to its benefits programs. CREATIVE GOODS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.