Operations Support Manager

Position Summary

The Operations Support Manager plays a critical leadership role in a fast-paced luxury airport retail environment, ensuring seamless operational support across multiple retail categories while upholding world-class customer service standards and luxury brand expectations.

This role oversees operational support functions including facilities management, procurement, vendor management, inventory-related support services, accounts payable, customer resolutions, and administrative operations. The Operations Support Manager partners closely with Retail Operations, Luxury Brand Partners, Airport Authorities, and Service Providers to maintain an exceptional retail environment that enhances both customer experience and business performance.

The successful candidate will demonstrate strong commercial acumen, operational excellence, and leadership capability while driving process improvements, cost efficiencies, and service standards across the location.

Key Responsibilities

Operations & Business Support Leadership

• Ensure operational readiness across all retail locations, support offices, stockrooms, and employee facilities.
• Maintain luxury retail presentation standards through effective management of maintenance, housekeeping, and support services.
• Support daily operational continuity within a 24/7 international airport environment.
• Develop and implement operational procedures designed to improve efficiency, productivity, and service delivery.
• Serve as a key business partner to retail leadership in achieving operational and financial objectives.
• Monitor operational KPIs and identify opportunities for process optimization and cost reduction.

Vendor, Contract & Procurement Management

• Manage relationships with service providers, vendors, and contractors to ensure compliance with contractual obligations and service level agreements.
• Lead contract reviews, negotiations, and renewals to maximize value and operational effectiveness.
• Identify cost-saving opportunities while maintaining premium service standards expected within luxury retail environments.
• Oversee procurement activities including office supplies, uniforms, equipment, fixtures, employee resources, and operational materials.
• Manage Purchase Orders (POs), invoice reconciliation, and accounts payable processes.
• Collaborate with airport partners, landlords, and facility management teams to support operational requirements and lease compliance.

Facilities & Retail Environment Management

• Ensure all retail and back-of-house facilities meet luxury brand presentation standards and regulatory requirements.
• Partner with airport authorities and maintenance providers on facility upgrades, repairs, and preventative maintenance programs.
• Coordinate operational support during store renovations, seasonal changes, and commercial initiatives.
• Ensure compliance with health, safety, security, and airport operational regulations.

Customer Experience & After-Sales Support

• Lead customer service recovery initiatives to ensure prompt and professional resolution of complaints and service issues.
• Analyze customer feedback, returns, damages, repairs, and complaint trends to identify improvement opportunities.
• Develop strategies that enhance customer satisfaction and reinforce luxury service standards.
• Partner with retail management teams to continuously improve the guest experience throughout the customer journey.

Financial & Expense Management

• Support budget planning and expense management initiatives.
• Monitor operational expenditures and identify opportunities for cost control without compromising service excellence.
• Maintain accurate financial records and operational reporting.
• Track vendor spending, contract performance, and operational support costs.
• Assist leadership with forecasting and strategic resource planning.

Leadership & Team Development

• Lead, coach, and develop a team of operational support professionals.
• Establish performance objectives aligned with company goals, productivity targets, and customer service standards.
• Conduct performance reviews, succession planning, and employee development initiatives.
• Foster a collaborative, diverse, and inclusive work environment.
• Support recruitment, onboarding, and retention efforts for operational support teams.
• Promote a culture of accountability, continuous improvement, and operational excellence.

Stakeholder Management

• Build strong relationships with airport authorities, regulatory agencies, luxury brand partners, contractors, and internal stakeholders.
• Collaborate with Human Resources, Finance, Retail Operations, Marketing, Merchandising, and Security teams.
• Represent the organization professionally while maintaining the reputation of both the retailer and its luxury brand partners.
• Participate in airport, community, and corporate initiatives as required.

Requirements

• Bachelor's Degree in Business Administration, Operations Management, Supply Chain Management, Retail Management, or related field preferred.
• 5+ years of operational leadership experience within luxury retail, travel retail, airport retail, hospitality, premium customer service, or multi-unit retail environments.
• Experience managing vendor contracts, procurement, facilities, and operational budgets.
• Demonstrated success leading cross-functional teams in high-volume customer-facing environments.
• Strong financial acumen, budgeting, and expense-control experience.
• Advanced proficiency with Microsoft Office Suite, particularly Excel, Word, PowerPoint, and reporting tools.
• Experience working within highly regulated environments such as airports or similar settings.

Benefits

• Day One Health Benefits
• 401k Plan Contributions
• Paid Time Off
• Paid Holidays
• Parking Reimbursement
• Employee Discounts

Compensation The salary range for this position is $80,000 - $100,000. Placement within this range will be based on experience, qualifications, and internal equity. This role is eligible for an annual bonus program.