Central Retail Operations Admin

Position Title: Central Retail Operations Administrator (Sales-Oriented)
Department: Retail Operations / Customer Service
Reports To: Customer Service Manager / Director of CS Department
Location: Hayward, California

Pay Rate: $24/HR
Schedule: Full-time | Some evenings, weekends, and holidays as needed

Position Overview

The Central Retail Operating Administrator is a sales-oriented operations professional who plays a vital role in supporting retail leadership, driving operational excellence, and ensuring escalated customer issues are resolved quickly and effectively.

This role serves as the primary liaison between store leadership (Retail Managers & Regional Operations Managers) and corporate leadership, ensuring consistent communication, streamlined processes, and execution of sales-driven strategies.

The Administrator's primary mission is to:

• Resolve escalated customer issues within 24 hours.
• Support sales-driven initiatives by ensuring operational alignment.
• Provide leadership with accurate reporting, insights, and recommendations.

Key Responsibilities

Retail Operations Support

• Act as the direct contact for Retail Managers and Store Managers.
• Provide operational guidance and ensure compliance with company standards.
• Clarify and communicate corporate expectations to store leaders.
• Support managers in the execution of sales strategies and store-level initiatives.
• Monitor operational performance across multiple stores and report on:
• Sales execution effectiveness.
• Policy adherence.
• Operational challenges and solutions.

Customer Escalation Management

• Serve as the central escalation point for issues routed through retail leadership.
• Investigate customer concerns promptly and coordinate with cross-functional teams.
• Provide resolution or action plans within 24 hours whenever possible.
• Escalate unresolved or complex cases to senior leadership with:
• Detailed documentation of findings.
• Clear recommendations for next steps.
• Maintain a customer-first approach while ensuring company policies and operational standards are upheld.

Sales & Performance Orientation

• Partner with Director of Sales, Retail Managers and ROMs to:
• Identify new sales opportunities within store operations.
• Evaluate performance gaps and create improvement strategies.
• Support sales initiatives, promotions, and customer engagement programs at the operational level.
• Provide operational insights that influence sales growth and enhance customer retention.

Administration & Reporting

• Maintain detailed records of:
• Escalated cases.
• Resolution timelines.
• Customer satisfaction trends.
• Prepare weekly and monthly reports on:
• Retail performance metrics.
• Escalation patterns and outcomes.
• Resolution times and process effectiveness.
• Assist leadership in creating and refining policies, procedures, and best practices to streamline retail operations.

Qualifications

Experience

• 3–5 years' experience in:
• Retail operations.
• Customer experience management.
• Escalation or issue resolution roles.
• Direct experience collaborating with retail leadership and/or corporate teams preferred.

Education

• High school diploma or equivalent (required).
• Bachelor's degree in Business Administration, Retail Management, or related field (preferred).

Skills & Competencies

• Strong understanding of retail operations with a sales-driven mindset.
• Exceptional communication and relationship management skills with senior leadership.
• Proven ability in conflict resolution and customer case management.
• Highly organized, detail-oriented, and proactive in problem-solving.
• Ability to work effectively under pressure and meet tight timelines.
• Proficiency with:
• CRM systems.
• Escalation tracking tools.
• Retail operations and reporting platforms.

Work Environment & Requirements

• Standard office/remote hybrid environment.
• Flexibility to work evenings, weekends, or extended hours during:
• Peak sales periods.
• Urgent escalation scenarios.
• Occasional travel to:
• Retail store locations.
• Regional or corporate offices.

Why Join Us?

• Be a key partner to retail leadership, making a measurable impact on customer satisfaction and sales performance.
• Opportunities for career growth within Retail Operations & Customer Experience.
• Competitive compensation and benefits package.
• Work in a fast-paced, dynamic environment with direct visibility to senior leadership.

Job Type: Full-time

Pay: $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person