Operations Manager

POSITION TITLE: Operations Manager

DEPARTMENT: Operations

REPORTS TO: Managing Directors

SUPERVISES: Store Managers, Operations Assistants, Store Personnel

COORDINATES WITH: Merchandising Department, Visual Merchandising Team, HR, Finance, Marketing, Logistics, Warehouse

POSITION SUMMARY

The Operations Manager oversees the smooth, efficient, and consistent execution of all retail operations across company-owned stores. This includes maintaining Ashley Furniture's brand standards in store appearance, customer experience, and operational discipline while developing and leading personnel to deliver top-tier service and presentation.

The position requires a balance of administrative management, field supervision, and interdepartmental collaboration. The Operations Manager ensures that stores operate efficiently, reflect the Ashley brand identity, and uphold professional standards in both environment and staff presentation.

SCOPE OF RESPONSIBILITIES

1. Store Appearance, Maintenance, and Energy Efficiency

· Conduct regular store inspections to ensure all branches maintain the highest standards of cleanliness, organization, and brand presentation.

· Coordinate with Maintenance and Engineering for timely repairs and preventive maintenance of fixtures, lighting, and equipment.

· Implement energy-saving measures where applicable, such as optimized air-conditioning schedules, lighting controls, and equipment usage protocols.

· Monitor utilities consumption and identify opportunities to reduce waste and operational costs without compromising customer experience.

· Ensure all stores comply with safety, sanitation, and facility management standards.

· Prepare and submit store condition and maintenance reports, including action plans for improvement.

2. Visual Merchandising Execution

· Implement and uphold Ashley Furniture's Visual Merchandising (VM) standards across all stores.

· Coordinate closely with the Visual Merchandising Department (under the Merchandising Division) to execute seasonal themes, layouts, and new product introductions.

· Ensure every branch consistently applies brand-approved visual guidelines—covering product placement, signage, lighting, and layout flow.

· Conduct regular VM compliance checks and submit feedback reports to both Merchandising and Operations heads.

· Train store personnel to maintain VM standards between official updates or installations.

3. Administrative & Personnel Management

· Supervise administrative operations including staffing, attendance monitoring, and scheduling.

· Review and approve staff schedules and deployment to balance productivity and cost efficiency.

· Oversee hiring, onboarding, and probationary evaluations of store staff in coordination with HR.

· Ensure the strict implementation of Shopify POS and Inventory guidelines and procedures across all stores.

o Verify that transactions, discounts, and returns are properly processed through the POS system.

o Ensure inventory entries, adjustments, and transfers are accurately recorded and reconciled.

o Conduct random audits to verify data accuracy between Shopify records and physical counts.

· Ensure that all employees maintain proper grooming, hygiene, and uniform compliance at all times, consistent with the Ashley Furniture brand image.

o Enforce uniform standards and grooming policies across all stores.

o Coordinate with HR and Store Managers to monitor compliance and provide corrective guidance when needed.

· Implement operational policies consistently across all stores.

· Monitor employee performance and recommend recognition or disciplinary action as appropriate.

4. Training and Staff Development

· Develop and implement training programs for store personnel covering:

o Product knowledge and features of Ashley Furniture lines

o Sales and customer service techniques of Ashley

o Store maintenance and operational best practices

o Visual merchandising upkeep and store presentation

o Proper use of Shopify POS and Inventory management protocols

o Grooming, customer interaction, and professional behavior

· Conduct on-the-job coaching and performance check-ins with Store Managers.

· Evaluate training outcomes and identify additional learning needs.

· Maintain training documentation and coordinate with HR for tracking and employee development planning.

5. Velocity Walks and Store Performance

· Conduct regular Velocity Walks with each Store Manager to evaluate overall store readiness, staff engagement, and operational efficiency.

· Assess store appearance, product displays, employee grooming and uniform compliance, and customer service delivery.

· Document observations and create action plans with clear follow-up timelines.

· Review store KPIs such as sales per square meter, customer satisfaction, and operational compliance.

· Provide feedback to the Marketing Department on the effectiveness of in-store promotional programs, based on observed customer engagement and sales impact.

· Provide feedback to the Merchandising Department on product performance and customer reactions, identifying fast- and slow-moving items for potential reallocation or markdown.

6. Reporting, Coordination & Communication

· Consolidate weekly and monthly operational reports including sales trends, staffing updates, maintenance issues, and promotional results.

· Monitor and report on Shopify POS and Inventory compliance, highlighting discrepancies or recurring issues.

· Coordinate with the Merchandising Department on stock levels, new collections, and pricing updates.

· Work with Marketing to ensure promotions and campaigns are properly implemented and supported at the store level.

· Collaborate with Finance on operational expenses, energy costs, and budget compliance.

· Coordinate with Warehouse and Logistics for timely replenishment, stock transfers, and display assembly.

· Relay customer and staff feedback to management and recommend operational adjustments or process improvements.

PERFORMANCE STANDARDS

The Operations Manager will be evaluated based on:

· Consistency and quality of store operations across all branches.

· Adherence to VM and brand standards.

· Grooming and uniform compliance across all staff.

· Accuracy and discipline in Shopify POS and inventory control.

· Timeliness and quality of operational reports and corrective actions.

· Efficiency of store maintenance and implementation of energy-saving initiatives.

· Effectiveness of staff training and performance improvement.

· Quality of coordination with Marketing and Merchandising.

· Overall store sales growth, customer experience, and operational cost control.

CORE COMPETENCIES

· Leadership & Accountability: Leads by example and ensures consistent execution across stores.

· Operational Excellence: Maintains high standards of appearance, order, and compliance.

· Energy & Cost Awareness: Promotes efficient and sustainable operations.

· Data Discipline: Maintains accuracy in POS and inventory systems as a foundation of operational integrity.

· Brand Stewardship: Upholds Ashley Furniture's image through store presentation and staff professionalism.

· Collaboration: Works effectively across departments to achieve unified goals.

· Customer Orientation: Aligns operations with customer satisfaction and experience.

· Analytical Thinking: Translates store observations into actionable strategies.

QUALIFICATIONS

· Bachelor's Degree in Business Administration, Management, Retail Operations, or related field.

· Minimum 3 years of experience in multi-store retail operations, preferably in furniture, lifestyle, or home décor industries.

· Strong leadership and people management skills with a hands-on approach.

· Excellent understanding of retail operations, POS systems (preferably Shopify), inventory control, and visual presentation.

· Strong communication and analytical abilities.

· Proficient in MS Office; experience in retail management systems an advantage.

· Detail-oriented, results-driven, and able to manage multiple store operations concurrently.

· Willing to travel regularly between store branches.

CORE COMPETENCIES

· Leadership & Accountability: Leads by example and ensures consistent execution across stores.

· Operational Excellence: Maintains high standards of appearance, order, and compliance.

· Energy & Cost Awareness: Promotes efficient and sustainable operations.

· Data Discipline: Maintains accuracy in POS and inventory systems as a foundation of operational integrity.

· Brand Stewardship: Upholds Ashley Furniture's image through store presentation and staff professionalism.

· Collaboration: Works effectively across departments to achieve unified goals.

· Customer Orientation: Aligns operations with customer satisfaction and experience.

· Analytical Thinking: Translates store observations into actionable strategies.

Job Type: Full-time

Benefits:

• Paid training

Work Location: In person