Retail & Team Operations Manager

Boca Paddle by CityPickle is a premier racquet sports and lifestyle destination redefining how people play, connect, and unwind. Located in Boca Raton, the club blends world-class pickleball and padel with elevated hospitality, offering member-driven experience anchored by exceptional service, vibrant community, and best-in-class facilities.:

Position Overview:

The Retail & Team Operations Manager supports the General Manager in overseeing daily operations, driving business performance, and leading a high-performing team. This role ensures operational excellence, strong financial results, and an exceptional customer experience. The Retail & Team Operations Manager will oversee Boca Paddle’s Retail business and work closely with CityPickle’s Director of Retail. 

The Retail & Team Operations Manager serves as the operational leader of Boca Paddle’s frontline guest experience and daily staff execution. In addition to overseeing Retail operations, this role owns front desk operations, check-in standards, guest services workflows, staffing coordination, and day-to-day operational execution across the facility. This individual acts as a key operational partner to the General Manager and will serve as the Manager on Duty during designated shifts and periods when the General Manager is not on-site..

Responsibilities:

Day-to-Day Operations
Oversee the Pro Shop’s daily operations, including opening/closing procedures, visual presentation, and overall store cleanliness, ensuring a seamless and efficient environment. Setting the standards for an exceptional player experience on and off the courts from check-in to checkout and overseeing the implementation by the onsite staff.

POS & Sales Performance Management
Leverage Shopify to track and analyze KPIs such as sales, conversion rate, and customer data, ensuring accuracy while driving performance against revenue goals.

Team Leadership & Development
Lead the hiring, training, mentoring and supervising of staff to ensure they meet company performance standards. Manage employee scheduling, continuously motivate staff, and provide professional development opportunities. Maintain an organized and well-stocked Pro Shop. Ensure backstock and storage are properly managed and inventoried, and educate the team on product knowledge and the SKU assortment. Conducting team meetings to review performance metrics and implement an employee review process.

Customer Experience
Uphold high service standards by creating a welcoming, engaging environment. Provide proactive, informed assistance to guide customers through the product assortment and enhance their overall experience. Work closely with the Head of Racquets to tap into coaching expertise to educate customers, including paddle buying recommendations, personalized and optimized for individual customer needs.

Inventory & Merchandising Management
Manage inventory through regular counts and stock monitoring. Maintain strong visual merchandising standards by coordinating product displays, promotions, and timely restocks.

Reporting
Maintain clean data and reporting protocols. Prepare and present monthly retail reports for Boca Paddle Management and CityPickle leadership. Use monthly reviews and data to determine ongoing retail strategy. 

Communication with Corporate Leadership
Work closely with CityPickle’s Head of Retail to assess sales performance to inform purchasing decisions to optimize sales at Boca Paddle. Determine seasonal and local retail preferences and procure accordingly. 

Marketing
Work closely with Boca Paddle Marketing Manager to determine and execute marketing strategy across channels to drive retail sales. Execute onsite promotions and signage. 

Sponsorships
Work closely with CityPickle’s Head of Retail and Partnerships Team to execute sponsorships and fulfill partner obligations relative to merchandise and retail. Help maintain and strengthen sponsor relationships.

Skills & Qualifications:

• Retail experience, with at least 2 years in a leadership or supervisory role
• Proven track record of meeting or exceeding sales targets
• Strong organizational skills 
• Experience with POS and retail systems (e.g. Shopify or similar platforms)
• Strong understanding of retail operations, merchandising, inventory, and staff management
• Experience with all aspects of managing a large customer facing team
• Flexible schedule, including weekends, holidays, and peak retail periods

Benefits

• Competitive salary commensurate with experience.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement savings plan.
• Professional development opportunities.
• Collaborative and innovative work environment with a mission-driven focus.