Manager, Experiences Retail Store Operations

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.

Additional information

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.

Pay and benefits

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $205,000.00 - $343,000.00.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more details about our Benefits here.

Netflix is a unique culture and environment.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully.