Supervisor, Retail Operations

POSITION SUMMARY

Reporting to the Assistant Manager, Retail Operations, the Supervisor, Retail Operations supports the daily operations of the museum store, ensuring efficient execution of operational processes and maintaining retail standards aligned with the institution’s artistic vision and brand identity. This role oversees core operational functions, including opening and closing procedures, cash handling, inventory management, replenishment, fulfillment coordination, loss prevention, and compliance with retail policies and procedures. 

The Supervisor ensures accurate POS execution, strong inventory integrity, organized back-of-house operations, and consistent merchandising standards while supporting smooth day-to-day store performance. This role also helps maintain a collaborative and accountable team environment focused on operational excellence, efficiency, and consistency across all retail functions. 

RESPONSIBILITIES

• Support the Assistant Manager in onboarding, training, and day-to-day supervision of frontline retail staff 

• Coach and support team members on operational procedures, POS accuracy, replenishment standards, and policy compliance 

• Foster a collaborative and accountable team culture focused on operational consistency, efficiency, and execution 

• Lead daily floor operations, ensuring operational readiness, staffing coverage, replenishment completion, and task execution throughout each shift 

• Supervise opening and closing procedures, ensuring the store is operationally prepared, secure, and maintained according to established standards 

• Oversee POS activity and payment processing, including cash handling, returns, reconciliations, deposits, and adherence to financial controls 

• Coordinate fulfillment and back-of-house workflows to support replenishment, stock organization, order accuracy, and operational efficiency 

• Identify and implement process improvements that strengthen operational efficiency, consistency, inventory accuracy, and workflow effectiveness 

• Maintain an organized, visually consistent retail environment aligned with museum standards, ensuring cleanliness, presentation, and merchandising execution throughout the store 

• Support inventory accuracy through stock monitoring, cycle counts, audits, replenishment, RFID tracking, receiving, transfers, and loss prevention practices 

• Report and resolve inventory discrepancies, damages, quality concerns, and operational issues in a timely and organized manner 

• Ensure pricing, labeling, merchandise handling, operational procedures, and safety expectations are consistently executed in compliance with retail policies and standards 

• Support operational readiness for special events, exhibition launches, promotions, and high-volume traffic periods 

• Promote Diversity, Equity, Inclusion, Accessibility, and Belonging (DEIAB) through respectful leadership, inclusive service practices, and equitable team support. 

PHYSICAL REQUIREMENTS

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Ability to stand and walk for extended periods, up to 8 hours per shift.
• Ability to move throughout multiple Museum locations, including galleries, theaters, outdoor spaces, and other public areas.
• Ability to maintain an active and visible presence while providing exceptional guest service.
• Ability to work in a high-volume, public-facing environment with large groups of guests, including school groups, tours, special events, and peak attendance periods, while maintaining professionalism, situational awareness, and composure.
• Ability to frequently bend, reach, stoop, kneel, crouch, and climb stairs as needed.
• Ability to occasionally lift, carry, push, and pull items weighing up to 25 pounds, including wheelchairs, stanchions, signage, guest service equipment, and other operational materials.
• Ability to communicate clearly and effectively with guests and colleagues in person, by telephone, and over two-way radio.
• Ability to work both indoors and outdoors in varying environmental conditions.
• Ability to maintain awareness of guest activity and surrounding conditions while monitoring galleries, queues, and public spaces.

QUALIFICATIONS

• 2+ years of progressive retail operations experience, preferably within an arts & cultural institution or prominent consumer brand 

• High school diploma or GED equivalent required 

• Experience supporting, training, coaching, or supervising team members in a fast-paced retail environment desired but not required 

• Strong experience with daily retail operations, including opening and closing procedures, cash handling, inventory management, replenishment, fulfillment coordination, and operational workflows 

• Proficiency with POS systems; experience with Shopify, Square, or similar retail platforms preferred 

• Experience supporting inventory control processes, stock organization, merchandising execution, and loss prevention initiatives 

• Ability to follow, enforce, and uphold retail policies, operational procedures, and safety standards 

• Strong organizational skills, attention to detail, reliability, and operational follow-through 

• Excellent communication, judgment, and problem-solving skills, with the ability to address operational challenges and customer concerns professionally and effectively 

• Ability to multitask, prioritize competing operational needs, and adapt in a fast-paced retail environment 

• Flexibility to work weekends, holidays, evenings, and special museum events 

• Commitment to Diversity, Equity, Inclusion, Accessibility, and Belonging (DEIAB) and creating welcoming experiences for all guests and team members. 

• Passion for supporting efficient retail operations that align with the Museum’s mission, brand, and values