Store Operations Manager

At GameStop, we strive to deliver exceptional customer experiences and offer a diverse range of gaming products to our clients. As a leading global retailer of video games, electronics, and gaming merchandise, we take pride in providing a wide selection of products that cater to the needs and desires of gamers worldwide.

The Store Leader/Operations Manager is responsible for overseeing all aspects of store operations and directly influencing the performance of everyone who interacts with customers. Utilizing elements of GameStop's buy, sell, trade, and reservation business model, the Operations Manager develops and promotes a sales culture by creating individualized solutions for every customer, and providing outstanding customer service experiences through professional conduct and shared passion for gaming. In addition to ensuring that products are easily accessible and visible, building sales by sharing product knowledge with customers, maintaining a clean and organized environment for shopping, and growing customer loyalty and repeat business, this position supervises a retail staff which may vary based on store size, location(s), and expected sales volume.

Key Responsibilities:

• Manage and lead in a multi-unit capacity, with the ability to multitask and direct a larger team across two store locations.
• Provide and model best-in-class customer service: promptly greet customers; respond to customer questions/concerns quickly, effectively, and courteously; assist customers with meeting their video gaming needs; inform customers of special promotions; recommend additional items as appropriate; apply all selling behaviors during every transaction and thank every customer for shopping at GameStop; prioritize customers over tasks and demonstrate that commitment by circulating throughout the store.
• Support the total shopping environment, including visual and operational elements, current sales initiatives, and the customer relationships that lead to sales and repeat business.
• Promptly and accurately process customer purchases/return transactions using Point-of-Sale (POS) computer system via PC keyboard, including making correct change, placing merchandise in a bag, providing a receipt, and ensuring top-notch customer service.
• Respond to customer comments or questions in person or on the phone; answer phone calls promptly, courteously, and professionally, using the phone greeting provided by GameStop; when appropriate, escalate customer issues and complaints to the Store Leader in a timely and professional manner.
• Promote GameStop's unique customer benefits, e.g., new title reservations program, trade-in program, and Pro Rewards customer loyalty program.
• Recruit, interview, hire, assess, develop, and retain high-performing associates.
• Ensure associates have completed their onboarding, job training, and compliance training prior to opening or closing a shift on their own. Associates should know all aspects of their jobs, including all company/store policies, inventory control and loss prevention practices, safety best practices, financial protocol, and ethical responsibilities.
• Communicate regularly with store associates and District Manager to ensure that all GameStop store initiatives are implemented according to plan. Set customer service expectations for store associates and train store associates in all aspects of their job responsibilities, including company/store policies, procedures, practices, and guidelines. Supervise and delegate tasks to Guest Advisors, Senior Guest Advisors, and Assistant Store Leaders.
• Schedule store associates ensuring that the scheduling guidelines are followed, and all breaks and meals are accounted for as required. Supervise staffing levels to achieve optimum customer service at all times and ensure that best-in-class customer service is consistently provided.
• Approve payroll, make time edits, and verify that store associates are paid for all time worked.
• Provide timely and appropriate recognition and feedback to all store associates concerning performance; regularly input written feedback for each store associate into HRIS.
• Ensure that all areas of the store, including restrooms, are neat, clean, organized, and merchandised per company guidelines and all store fixtures and equipment are in proper working order.
• Ensure Omni-Channel orders are fulfilled and shipped daily.
• Perform store inventory counts (home store and other stores in your district/region), stock/restock merchandise on shelves and fixtures, and move product from the stock room to the front of the store to ensure that all products in the store are represented, organized, and alphabetized on the sales floor.
• Protect company assets through effective inventory control and loss prevention practices, including scam awareness, safety best practices, and delivering bank deposits as required; visually inspect associates' packages and/or belongings at store closing or at the end of a shift as appropriate.
• Lead store team in meeting and exceeding sales, profit, and shrink goals and complete required administrative and operational duties necessary to goal achievement.
• Count, balance and reconcile daily business transaction totals correctly and accurately in the POS system. Ensure that all closeout paperwork for daily business transactions and bank deposit slips are completed correctly and accurately; ensure store has sufficient cash and change for sales transactions; make bank deposits daily or per established guidelines.
• Verify all shipments for discrepancies/shortages and record any discrepancies in the POS system; conduct merchandise counts/inventories and communicate discrepancies to District Leader.
• Process defectives/recalls and stock pulls accurately and promptly, ensuring that all boxes are properly labeled and include packing lists.
• Maintain awareness of associate and guest safety; identify and immediately address potentially hazardous situations. Report any injuries promptly per company guidelines.
• Maintain store records/files in a neat and organized manner; ensure that manuals are up to date.
• Form professional partnerships with appropriate military personnel on assigned military base, including the Supply Base Leader (applies only to positions in stores located on a military base).
• Consistently adhere to and demonstrate a commitment to GameStop policies and procedures, including, but not limited to, respectful workplace, attendance, confidentiality, conflict of interest, and ethical responsibilities.

Requirements:

• Must present proof of ability to legally work in the United States.
• Must be at least 18 years of age.
• High school diploma or equivalent required; associate's or accredited bachelor's degree with an emphasis in business, marketing, merchandising, or related field preferred.
• At least 1 year of retail management experience required.
• At least 3 years of retail sales, guest service, and/or management/leadership experience preferred.
• Video game knowledge preferred.

Skills and Abilities:

• Possess an outgoing and welcoming personality with strong people skills.
• Provide genuine and individualized assistance to every customer during every visit.
• Demonstrate clear verbal and written communication and listening skills, both in person and on the phone, using spoken and written English; bilingual English/Spanish speaking and writing skills preferred.
• Work independently and as the head of a team to perform all tasks as assigned and in a timely manner.
• Meet leadership performance expectations, including, but not limited to, attendance, personal appearance, safety, and respectful workplace.
• Operate Point-of-Sale (POS) computer system.
• Possess basic mathematics (addition, subtraction, multiplication, division, currency) and alphabetizing skills.
• Complete required paperwork properly.
• Carry out instructions furnished in written, oral, or diagram form and convey instructions to others.
• Execute financial tasks in strict accordance with company policy.
• Achieve objectives and lead in a fast-paced, rapidly changing environment.
• Work 40 hours per week, with flexibility to work extended hours/days as necessary, including nights, weekends, some holidays, and occasional overtime.
• Constructively manage pressure and adapt to stressful situations without impact on customer interactions; be creative and a problem solver.
• Be reliable and trustworthy; always use good judgment.
• Able to work alone. Stand and move throughout the store unassisted for up to 12 hours per day.
• Bend, stoop, crouch, balance, stretch, reach with arms/hands, climb on ladders, lift merchandise weighing up to 30 lbs. from ground level to minimum height of 4 feet, and utilize other basic fine and gross motor skills.
• Possess or acquire during employment onboarding a working understanding of military ranks and related insignia (applies only to positions in stores located on military bases).