Article

Operations

• Support operational readiness for new store openings and major refreshes
• Own and coordinate cross-functional launch deliverables such as supplies, technology, and operational tools
• Travel to store locations during pre-opening and launch periods to provide hands-on support
• Ensure stores have the systems, tools, and resources needed to operate effectively
• Partner with internal teams to improve workflows, documentation, and store-facing processes
• Coordinate ordering, tracking, and distribution of store supplies and operational materials
• Monitor supply levels and support accurate inventory tracking across locations
• Act as a liaison between Store Leadership and internal partners to align timelines and expectations
• Track action items, flag risks or delays, and provide clear status updates to stakeholders
• Support reporting, documentation, and operational process coordination

Retail Operations – Field Specialist

Customer Support

• You'll lead a team of **6 Floor Supervisors and 1 Product Specialist**, responsible for customer inquiries, escalations, and product support across multiple service channels.
• Lead and execute team strategy aligned with Customer Care goals, including team structure, performance management, engagement, and morale.
• Oversee daily operations for a team of up to 12+ Floor Supervisors, providing coaching, mentoring, scheduling support, and service level management across phone, chat, and email.
• Act as a key advisor to the Customer Care Assistant Manager on Floor Supervisor performance, development, and operational needs.
• Manage real-time operations by prioritizing work, monitoring service levels, and supporting escalations to ensure high customer satisfaction.
• Lead effective team meetings that drive engagement, accountability, and continuous improvement.
• Partner cross-functionally (Logistics, Operations, QA, Retail) to identify and implement process improvements that enhance the customer experience.
• Ensure Customer Care SOPs are followed; support the development and rollout of new standards and best practices.
• Monitor quality and performance metrics, conduct CSAT reviews, and provide insights through regular reporting and leadership calibration sessions.
• Support recruiting, onboarding, training, and ongoing development of Customer Care team members.
• Recognize and motivate team members while providing timely feedback, performance reviews, and coaching.
• Participate in RTA support, Floor Supervisor coverage, and Weekend Manager on Duty rotations as needed.

Floor Supervisor – Customer Care

Procurement

• Using market insights, trend data, and customer needs to help shape category strategy.
• Supporting the Category Manager in building the category line plan and pricing strategy.
• Analyzing in-season and post-season performance to inform go-forward decisions.
• Partnering with teams in Design, Sourcing, Planning, and Marketing to ensure alignment.
• Tracking product performance and manage the full lifecycle, from launch through exit.
• Leading product exits and promotional strategies in collaboration with Planning and Marketing.
• Acting as a subject matter expert for your category and stay current with competitors.
• Communicating category vision to internal teams to support marketing and sales plans.
• Working from our Vancouver HQ 3 days per week in a hybrid environment.
• We use G Suite (Gmail, Sheets, Google Docs, Meet, etc) to work and Slack to collaborate and communicate, with your choice of Mac or PC device.

Retail Operations – Field Specialist

Floor Supervisor – Customer Care

Junior Category Manager, Furniture