JOB SUMMARY We are looking for a North America Store Operations Senior Manager to join the Le Labo North America team. This position manages the store operations team for North America (USA and Canada) for both existing distribution as well as new expansion of free-standing stores and department store counters. Additionally, this role establishes and monitors operational protocols and directs the Field and Retail team in the enhancement of technical operations. This role is a hybrid role, spending time in our Williamsburg Brooklyn HQ and frequent time in Le Labo Boutiques and Corners across the United States and Canada. This position reports directly to the Head of North America Sales. PRIMARY RESPONSIBILITIES: Retail Operations Leadership Manage and develop the North America Store Ops team, mapping tasks and individual workloads back to overarching regional priorities, operational timelines, ways of working and operating frameworks Build scalable operational frameworks that support boutique growth and maintain Le Labo's unique service culture. Drive consistency across all boutiques and counters, ensuring operational excellence without compromising local entrepreneurship and authenticity Partner with Field and Education teams as a core pillar of retail excellence, ensuring ops is an integrated element of field and educations mindsets Partner with Marketing, Finance, Real Estate, Supply Chain, and HR to ensure seamless execution of business priorities Own operational communications to the field Lead change management efforts for new processes, systems, and initiatives Gather feedback from boutique teams and continuously refine operations Translate ELC priorities into practical execution plans for LL Fss Lead operational workstreams for strategic initiatives and transformations Represent Store Ops in NA Leads Meetings, LRP planning, and budget discussions Support operational readiness and planning for high-traffic commercial periods Participate in rotating on-call weekend schedule to cover FSS emergencies Oversee and complete all price increases in POS systems RESPONSIBILITIES: Operational Compliance Control Uphold, elevate, develop and maintain operational standards, policies, and procedures for all boutiques Take ownership of operational compliance in all doors: understanding, communicating and enforcing policies to mitigate operational risk including shrinkage, purchase limits, sales practices, discount, and inventory management Partner with Real Estate and Retail Facilities team on all local legal requirements and standards Identify opportunities to simplify processes, improve efficiency, and reduce administrative burden for field and POS teams Monitor key operational KPIs, ensuring boutiques meet company standards for inventory management, compliance, Health and safety, productivity, and execution Ensure compliance with ELC company policies, local legal requirements, health and safety standards, and audit expectations Partner with HR and Finance on compliance-related processes and investigations Oversee cash handling, operational controls, and loss prevention standards Inventory and Product Operations Partner closely with Trade Marketing, Demand Planning and Supply Chain to optimize inventory health across FSS and E-Store doors Oversee inventory accuracy, stock management, cycle counts, shrink prevention, and loss mitigation initiatives Support new product launch planning and execution for new creations Ensure boutiques are equipped with the tools, materials, and inventory required to deliver exceptional client experiences Upload new products into POS system and ensure functionality prior to OCD Retail POS Data / System Management Manage all retail operational systems including POS, omni tools (uber, Postmates, etc), inventory management platforms, reporting tools, and boutique technology. Optimize the utility of the Brand's POS system, introducing enhanced operational practices and system functions to drive field efficiency Act as key liaison between boutiques and IT partners to resolve operational challenges and improve system functionality Drive adoption of technology solutions that improve efficiency and capabilities Represent FSS channel as the primary operational stakeholder for new system launches and upgrades throughout the cross-functional process, aligning with Marketing, GBSC, Product Development, IT, and IBM/D2B/SAP teams Oversee communication and timeline alignment across intersecting departments to guarantee flawless, on-time launch execution Direct the testing, validation, and rollout strategy for POS and SKU coding with ELC IT / PDM / SAP teams to ensure accurate regional implementation Lead project management and task completion across North America Sales and Planning teams to secure strict adherence to launch timelines Develop field training frameworks, creative system-upgrade materials, and POS presentation guides that resemble our education and training model Host systems trainings and act as expert when new technology is rolled out- understanding nuances and guiding boutiques through all change management RESPONSIBILITIES: Health & Safety Management Own retail health and safety standards across the boutique network, ensuring compliance with local, state/provincial, and federal regulations Develop, maintain, and communicate ELC and LL safety policies, procedures, and emergency response protocols Support business continuity planning and crisis management efforts for weather events, power outages, security incidents, and other operational disruptions Partner with Real Estate and Facilities and boutique leadership to identify and mitigate workplace hazards and operational risks Oversee incident reporting processes, ensuring timely investigation, documentation, and resolution of safety-related concerns Lead health and safety training initiatives, ensuring all Souls understand emergency procedures, safe work practices, and company standards Monitor boutique compliance with fire safety requirements, evacuation plans, first aid readiness, and required safety certifications Partner with HR and Legal teams on workers' compensation claims, workplace incidents, and risk mitigation strategies Conduct regular operational and safety audits, identifying opportunities to improve compliance and create safer working environments Ensure safe handling, storage, and disposal practices for fresh blending Ensure compliance with all safety protocols related to fragrance compounding equipment and boutique laboratory operations; maintain standards for the safe handling and storage of fragrance oils, alcohol-based products, and other potentially flammable materials Manage all NYC Health and Safety requirements for the Le Labo Williamsburg Café New Door Openings Lead operational readiness for new boutique openings, renovations, relocations Manage the process for new openings & any closures for free standing stores Own the operational roadmap for retail accounting, POS account infrastructure, L&E setup in systems mapping, opening order uploads, and all technical backend configurations Architect the supply and merchandise allocation strategy for openings Support with the organization and shipping of all required VM materials for NDO's Oversee and ensure compliance for all business licenses and municipal permits Manage relationships with third-party vendors and partners to resolve escalated on- and off-site issues regarding construction, logistics, and merchandising Collateral and Indirect Procurement Management Optimize and scale the procurement and demand planning frameworks for non-saleable collateral and in-store supplies, partnering directly with the ELC IP. Supervise and direct ongoing replenishment and new allocations to prevent business disruption. Ensure all procurement, ordering and supply management for the Le Labo Café Soul Onboarding & ongoing culture champion Motivate, inspire, and retain Soul Talent through leadership and support of the region's 360-onboarding program Present/Guide team to present Operational Compliance information and operating procedures during quarterly Onboarding meetings CHAMPION AND STEWARD Le Labo VALUES Commit to broader responsibility & accountability for sustainability, diversity & inclusion while staying true to the Le Labo mission. Demonstrate kindness and respect, empathy, inclusion, and humility, and ensure these are at the core of all interactions. Embody the values of the manifesto through our actions, and drive accountability for contributing to the growing internal culture of Le Labo. Create value and positive impact across all elements of our Brand, operations, teams, partners, and the broader world. Exude passion for Le Labo and deeply appreciate, understand the Brand DNA Drive awareness and sales of refill program Ensure deep diversity & inclusion focus and understanding for client interactions Qualifications 7+ years of experience in retail operation or similar field, with strong skill background for data management and technical operations in retail store environments; Experience in working store set up, operations Strong sense of details Strong capability with working autonomously with third party vendors with full understanding of industry-specific terms A results-oriented performer, who sets personal goals and deadlines, and consistently meets or exceeds targets Creative & pragmatic approach to problem solving Agile mindset, thinking out of the box and open to new, alternative approaches Strong communication/collaboration skills, interpersonal and leadership abilities; ability to present to and engage with a group audience Exude passion for Le Labo and deeply appreciate, understand the Brand DNA and protects values of the brand and business model Be a motivated, self-starter, with the ability to work both independently as well as collaboratively with a team-player mindset; strong self-leadership skills Ability to work in a dynamic, fast-paced, independent environment, and manage multiple concurrent projects (tracking timing, budget, deliverables, etc) while collaborating effectively to leverage cross-functional Brand strengths Highly organized and able to manage complex project Ability to understand any needs across channels and formats Exceptional skills within: PowerPoint, Excel, Word; Outlook; CoPilot Strong writing skills, able to leverage unique voice of the Brand and nuanced tone Available and willing to travel periodically as required (roughly 30% if time) Pay Range: The anticipated base salary range for this position is $99,400.00 to $163,800.00. Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location. In addition to base salary, this position is eligible for participation in a highly competitive bonus program as well as participation in the share incentive plan. In addition, In addition to base salary, this position is eligible for participation in a highly competitive bonus program with the possibility for overachievement based on performance and company results. In addition, The Estée Lauder Companies offers a variety of benefits to eligible employees, including health insurance coverage (medical, dental, and vision insurance), wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and vacation time, and many others. Many of these benefits are subsidized or fully paid for by the company.