POP MART (09992.HK), founded in 2010, is a leading global company in the trend culture and entertainment industry. Centered around IP, POP MART has built a comprehensive platform for creative incubation and IP operation, empowering global creators while delivering exciting products, services, and immersive entertainment experiences to consumers.

POP MART identifies and nurtures emerging artists and designers worldwide, creating popular character IPs through a well-established IP development and operation system. Its portfolio includes iconic IPs such as MOLLY, SKULLPANDA, DIMOO, THE MONSTERS, and Hirono. By launching art toys and derivative products based on these IPs, POP MART continues to lead trends in consumer culture.

As of the end of 2024, POP MART operates over 500 physical stores and more than 2,300 Robo Shops across 30+ countries and regions. Through multiple cross-border e-commerce platforms, the company has reached audiences in over 90 countries and regions, bringing joy to young consumers around the world.

Opportunity Overview:

The Retail Operations Supervisor is an execution-focused role that bridges the gap between the operations team (HQ) and the store/field level. This role is responsible for implementing SOPs developed by the Retail Operations Manager, gathering on-the-ground feedback to improve operational processes, and maintaining basic operational documentation for day-to-day store activities. This is a hands-on, detail-oriented role for someone who thrives in organized, process-driven environments and is passionate about making operations work smoothly in practice.

We follow an office policy with an expectation of five days per week working onsite. Being together in person helps us collaborate, stay connected, and build a strong team culture. At POP MART, we foster a high-trust environment and trust our employees to make decisions that support both the team and the business.

What You Will Achieve

SOP Implementation & Rollout

Support the rollout of new and revised SOPs to store teams, ensuring procedures are communicated clearly and understood at the field level.
Follow up with stores post-rollout to confirm SOP adoption — identifying where additional guidance, coaching, or resources are needed.
Develop simple implementation toolkits (checklists, quick reference guides, FAQs) that help store associates translate SOPs into daily actions.
Coordinate with store managers and field leaders to schedule SOP training sessions and track completion.

Field Feedback & Process Improvement

Serve as the primary feedback channel between stores and the HQ operations team — gathering real-time input on what’s working, what’s not, and why.
Conduct store visits and operational check-ins to observe SOP adherence and collect qualitative feedback from store teams.
Document recurring operational pain points and escalate patterns to the Retail Operations Manager with supporting observations.
Assist in testing revised SOPs in pilot stores before full-scale rollout, gathering structured feedback during trial periods.

Compliance Monitoring & Store Support

Conduct routine compliance checks to assess store adherence to operational standards and SOPs.
Provide on-the-spot coaching to store teams on proper procedures when deviations are observed.
Track and report compliance findings using standardized audit templates, escalating critical issues to the Retail Operations Manager.
Support new store openings by assisting with on-site operational setup, orientation, and SOP walk-throughs.

Communication & Coordination

Assist in drafting store communications related to operational updates, procedure changes, and compliance reminders.
Maintain organized records of SOP rollout status, training completion, and compliance audit results.
Coordinate with store managers to ensure operational issues are resolved promptly and follow-ups are documented.

What You Will Need

Education & Experience

Associate or bachelor’s degree in business, Operations, Retail Management, or a related field — or equivalent practical experience.
1–3 years of experience in retail operations, store management, or a related operational support role.
Experience working with SOPs or process documentation, even in an implementation or training capacity.
Prior experience in multi-store retail or a corporate support environment is a plus.

Technical Skills

Proficiency in Microsoft Office (Excel, Word, PowerPoint) — comfortable creating basic trackers, checklists, and simple reports.
Ability to draft clear, organized written communications for store-level audiences.
Familiarity with retail operations tools (POS systems, scheduling platforms) preferred.

Core Competencies

Catches inconsistencies and follows through on every step of an implementation.
Able to explain operational procedures clearly to both frontline associates and managers.
Comfortable spending time in stores, observing operations, and building relationships with store teams.
Works well with both HQ and store-level stakeholders; comfortable asking questions and raising concerns.
Follows through on commitments, tracks their own work, and keeps stakeholders informed.

Physical Requirements

Must be able to remain in a stationary position (e.g., seated or at a desk) for extended periods while operating a computer or other office equipment
Must be able to occasionally lift or move items weighing up to 25 pounds
Must be able to travel to store locations for field visits and new store openings.

What We Offer

Market-competitive packages: 401(k), health insurance, PTO, paid sick leave, and family leave.
Growth opportunities: on-the-job training and a clear path to the Retail Operations Manager level.
Career development: exposure to end-to-end retail operations in a fast-growing global brand.

*The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities, and qualifications for this job.

For Los Angeles or San Francisco applicants: POP MART is required to inform you that we conduct background checks after conditional offer and consider qualified applicants with criminal histories in a manner consistent with legal requirements per Los Angeles, Cal. Muni. Code 189.04 and the San Francisco Fair Chance Ordinance.

Reasonable Accommodation

POP MART Americas is committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities. The requirements laid out in this job description are representative of the physical demands that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions by contacting na.employeerelations @popmart .com.

POP MART Americas welcomes and encourages applications from candidates with disabilities. Accommodations are available on request for candidates taking part in the selection process. If you require disability-related accommodation during the recruitment process, please contact our HR Department at na.employeerelations @popmart .com.

Pay Range Details

The pay range(s) below has been provided in compliance with state specific laws. Pay ranges may vary for different regions of the U.S. Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience.

This position may be eligible to participate in a company incentive program.

*POP MART is committed to equal pay initiatives and will not ask candidates for their current or past salary.

**All sensitive personal data associated with this application will be used strictly for selection purposes and will be treated confidentially.

Equal Employment Opportunity

POP MART is committed to providing a safe, inclusive, and respectful work environment. POP MART provides equal employment opportunities for all employees and applicants for employment without regard race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation, or any other protected characteristic established by local, state or federal law.