Manager Experiences Retail Store Operations

Our Experiences team puts fans at the center of their favorite stories, in real life, through permanent entertainment venues, Netflix House, and touring attractions around the world. Netflix Houses are our permanent, always-on, constantly refreshable entertainment venues, where guests can step into their favorite stories. We want these experiences, along with merchandise offerings, to help promote love for our titles so they become part of the zeitgeist for longer periods of time and drive long-term value for Netflix.

Netflix is seeking a Manager, Experiences Retail Store Operations to lead store operations for Netflix's Direct-to-Consumer Retail, with a focus on Netflix House. This role owns store operations end-to-end: from shaping strategy with leadership, to owning the technology and tools that power the stores, to working directly with hourly Retail Crew on the floor. Reporting to the Head of Netflix Experiences Retail, this person will build the processes, systems, and standards for a new and growing retail concept, while making sure day-to-day execution is consistent, efficient, and drives revenue across locations.

The ideal candidate is comfortable working at every level, equally at home presenting a plan to senior leadership and solving a problem on the sales floor mid-shift. They can take a general goal and turn it into a clear, practical process that the Retail Crew can actually follow, and they use data to check that it's working rather than relying on instinct alone. This is a hands-on, build-it-yourself role for someone who wants to help define how a new kind of retail experience runs, including the technology behind it, not just maintain an existing system.

RESPONSIBILITIES

Strategy, Operating Model & Process

• Define and evolve the store operations strategy for Netflix House and other physical retail touchpoints.

• Design and maintain the operating model (processes, standards, and SOPs) covering daily store routines, inventory management, fan service, loss prevention, and general store administration.

• Identify operational gaps through direct floor engagement, Crew feedback, and data analysis, and close them with practical, field-ready solutions.

• Build, own, and track the efficacy of the loss prevention strategy.

• Spend periodic time on-site with Retail Crew to understand real operational friction firsthand, building credibility as a partner who solves problems.

Retail Technology & Systems Ownership

• Own the retail technology stack across venues, including point-of-sale (e.g., Shopify), RFID, inventory management, and other in-store systems and tools.

• Lead the evaluation, selection, implementation, and ongoing optimization of retail technology to keep Netflix's stores at the forefront of the industry.

• Partner with IT/Engineering and outside vendors to scope, test, and roll out new systems, managing transitions from planning through go-live.

Performance & Financial Insights

• Define and monitor key store operations KPIs (inventory accuracy, shrink, sell-through, labor efficiency, guest experience) across venues.

• Partner with Central Ops and Store Managers to optimize Retail Crew scheduling and hours, ensuring venues are appropriately staffed without overspending on labor.

• Partner with Finance on store budgets and expense tracking; build reporting that supports leadership decision-making and surface opportunities to improve revenue, conversion, and efficiency.

Cross-Functional Partnership & Communication

• Act as the main link between HQ strategy and what actually happens on the floor, partnering with Visual Merchandising, Merchandising, Marketing, Finance, and Tech.

• Partner with Central Ops to ensure a unified approach from Central to onsite teams.

• Translate cross-functional initiatives (product launches, brand activations, system changes) into clear, store-ready execution plans.

• Own communications to venue teams, ensuring Crew stay informed without being overwhelmed.

• Collaborate with our partner vendors and agencies to ensure work is completed on time and on budget according to our agreements.

New Venue Openings & Expansion

• Lead operational planning and execution for new venue openings, including opening plans, timelines, staffing strategies, training schedules, and readiness checklists.

• Travel regularly to new and existing venues to support openings, training, and operational assessments.

• Partner with Design, Construction, Visual Merchandising, IT, and Finance to ensure venues open on time, on budget, and to brand standard.

QUALIFICATIONS

• 10+ years of retail operations experience, spanning both strategic/HQ-level work and hands-on field or store-level execution.

• Direct, hands-on experience with retail technology systems: POS platforms (e.g., Shopify), RFID, and inventory management systems, including leading system implementations or major technology transitions.

• Demonstrated ability to build operational structure in ambiguous, still-forming environments.

• Data-driven mindset with experience building KPI frameworks, dashboards, and financial/operational reporting.

• Experience writing and implementing scalable SOPs.

• Comfortable and credible operating at every level: presenting to senior leadership and working directly alongside hourly Crew.

• Experience leading new store/venue openings.

• Experience in experiential, entertainment, hospitality, or non-traditional retail environments a plus.

• Willingness to travel regularly to Retail touchpoints.