Senior Manager, Store Operations-Harry Potter New York

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Your New Role… The Senior Manager, Store Operations for the Harry Potter Shop New York serves as the senior retail leader for the state. The role is responsible for guiding the store through continued growth, team development, operational excellence and future strategic planning. This position requires a detail-focused and experienced senior leader who can effectively steer daily operations while managing a large team of Associates and leaders. Working in close partnership with the Director, Retail Operations, the Senior Manager maintains strategic oversight that drives commercial success, financial P&L responsibility, and brand performance. The role also acts as the primary liaison for all support functions including Marketing, People & Culture, Buying & Merchandising, Facilities and key commercial vendors, ensuring alignment and strong execution across the business. Your Key Responsibilities… Business • Lead the overall commercial, operational and service performance of the New York location, ensuring alignment with the broader US East Coast retail strategy set by the Director. • Develop store goals, operating procedures, and KPIs that support the store growth, aim to maximize profitability and brand success. • Analyze financial performance, sales metrics, product performance and communicate market insights to identify opportunities and build corrective action plans for implementation. • Act on commercial improvement opportunities for food & beverage vendor by developing new ideas, maintain quality standards and achieve maximum product margin. • Serve as the primary escalation point for operational challenges, guest and people issues, always ensuring a solution-focused attitude, partnering with the Director for support. • Create new revenue stream ideas to propose to Director, including execution plans, preparation for full delivery and ownership of end-to-end process. • Take full responsibility for store P&L, including revenue, payroll, controllable expenses and contribution margin, presenting executive level decks regarding business performance, risks and opportunities to Director and SVP. • Lead large-scale change programs including technology change and new operating models, taking full responsibility for communication, implementation and review. Operations • Oversee all daily store operations, in conjunction with management team to ensure processes, policies and standards meet brand guidelines and consistently strive for efficiency. • Partner with Visual Merchandising leadership to guide product placement, seasonal transitions and lead the commercial viewpoint, using the in-store inventory teams to execute. • Drive productivity planning including labor modelling, scheduling efficiency and propose headcount needs to Director to optimize productivity and scheduling while supporting business demands, events, marketing activations and seasonal trade patterns. • Partnering with the Inventory Operations Manager to achieve consistency in inventory management, guiding processes, intake procedures, discrepancy actions and structured replenishment daily. • Assume the first escalation point in emergency situations to ensure in-store responses are delivered in line with senior leadership guidance, and communicate to Director for stakeholder management. • Take responsibility for safety of the working environment, structuring appropriate training, safety checks, and protocols for reporting issues. • Liaise with building management and Facilities team to ensure any maintenance issues are actioned quickly, and costs approved in line with budget. • Maintain ownership for business continuity plans, and emergency response planning. People • Provide senior leadership and direct line management to all store leaders and Associates, enabling and maintaining a strong team culture focused on exceeding expectations of service, employee morale and high performance. • Oversee recruitment, training, onboarding and ongoing development for all store roles, engaging with People & Culture and Talent Acquisition for back filling roles swiftly. • Conduct per