Experiential Operations Manager, Lifestyle

Company Description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible. This is our mission, and it’s why working at Cash App means so much more than a job.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at cash.app/careers!

Job Description

We are seeking an experienced retail operations professional to support our brand team in New York City.  As the Experiential Operations Manager, you have a deep understanding and ability to train and lead a diverse service team. You will be responsible for leading the development of retail operational processes, ensuring that the environmental, operational and experiential aspects of the space run flawlessly and drive increased brand affinity and trust. You will be charged with operating multiple experiential touch points, while ensuring highly engaging and on-brand customer engagements. You take pride in making spaces both beautiful and functional, have an experience-first mindset, and know how important the smallest details are to making an environment great.

You will:

• Manage the facilitation of all operational processes as they relate to both front of house and back of house, customer experience and employee job functions.
• Collaborate with Cash Brand + Design leads in the development of long-term goals and operational plans.
• Set strategic and programmatic goals for operational efficiency for brand retail experiences.
• Work with project managers in the development of efficient financial and budgetary plans, as well as resource allocation.
• Manage financial analyses related to business performance/metrics/P&L analysis, investment and budget allocation, payroll, among other topics.
• Develop, implement, and monitor day-to-day operational systems, technology and processes that support various touch points.
• Hire, train and manage a best-in-class retail team, ensuring that they are brand appropriate.
• Uphold brand standards and ensure all staff are following policy and procedure.
• Work with third party vendors to maintain a clear schedule for staffing coverage of all aspects of brand retail experiences.
• Plan, monitor, and analyze key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks.
• Track and provide visibility into goals, progress, and obstacles for our key initiatives.
• Build and maintain relationships with all department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals.
• Devise strategies to ensure growth of programs enterprise-wide, identifying and implementing process improvements that will maximize output of brand retail experiences.

Qualifications

• 7+ years in regional leadership experience or equivalent
• Leads with excellence in hospitality, managing and responding directly to customer experience and feedback
• Strong leadership profile, ability to identify concerns, provide appropriate solutions
• Proven experience in working in a dynamic and ever changing business landscape
• Demonstrated ability to balance multiple priorities while maintaining clear communication and high detail orientation
• Demonstrated experience managing a variety of retail operations including staffing, operations and merchandising
• Strong relationship-building skills and experience working closely with cross-functional partners to influence and operationalize key strategic initiatives 
• Ability to think strategically, define business opportunities, collect, interpret, and analyze abstract information and create strategic value-added solutions
• Demonstrated experience of cross-divisional partnership and collaboration to lead in a matrixed environment
• Experience and proven success in motivating a team to deliver differentiated customer experiences and solve customer issues
• Successful fostering and working as part of a diverse and inclusive team
• Excellent verba