Operations Lead

FAO Schwarz New York, NY

Operations Lead – FAO Schwarz Flagship Store

Join the world-renowned FAO Schwarz team and be a part of history at the largest and most iconic toy store in New York City!  ThreeSixty Brands acquired FAO Schwarz in 2016 and brought the FAO Retail Flagship location back to life at Rockefeller Center in 2018.

FAO Schwarz, founded in 1862, is one of the oldest and most iconic toy brands in the world.  FAO Schwarz has always been synonymous with quality and innovation, offering one-of-a-kind playthings and creating cherished memories for generations of kids.  The fondness associated with FAO Schwarz is wrapped up in the theatre of it all.  It’s more than just toys, it’s the deep nostalgia for toys that come to life as kids of all ages enter the store.  A visit to FAO Schwarz means much more than a trip to a toy store.  With the anticipation and excitement of a special occasion, FAO Schwarz never fails to deliver a feast for the senses – exciting adults and children alike. 

The Operations Lead is responsible for leading the execution of our inventory flow process, including unloading trucks, filling our store and stockroom with product, merchandising, visuals, cycle counts, and price changes.  This role will be a key holder and, on occasion, may support our early morning trailer unload process as Manager on Duty in the absence of our Operations Manager (Early AM).  You are responsible for maintaining a clean and productive stockroom as well as all front and back of house areas.  The Operations Lead will spend time collaborating with our Operations (Early AM) team, our daytime leadership team, and partnering closely with our 3rd Party Logistics (3PL) partners, while always ensuring that incoming and outgoing products are well organized.  The Operations Lead will fully support the omnichannel customer experience while protecting the FAO Schwarz physical and financial assets.  The Operations Lead assists the Operations Manager (Early AM) in creating a diverse and inclusive culture for both store team and customers alike. This role will involve building strong relationships both internally and externally as well as being a dynamic spokesperson for the FAO Schwarz brand.  You will also be a strong advocate in helping us achieve our community goals – through volunteerism, philanthropy, and inviting organizations into our store to play and enjoy learning through our experiences.  You will actively support our marketing, events, and social media goals. 

As the Operations Lead, you will enjoy building strong teams, developing individuals, and delivering results and impact. This role will co-lead our Toy Techs, our team of dynamic inventory associates in collaboration with our other Operations Lead (Early AM) and our Operations Managers, to ensure a seamless transition between the early morning and standard business hours inventory process, always keeping our store and stockroom full of products.  You will also work closely with store leadership and the larger store team to drive sales and customer experience.

The Operations Lead will report to the Operations Manager (Early AM) and will work retail hours, which may include early mornings, days, evening, weekends, and/or holidays, based on department and store/company needs.

What You’ll Do

This role has 4 key areas of responsibility:

Store Operations

Lead a strong operational culture for the store and otherwise support the Operations Manager (Early AM) in all facets of running the store.  You will oversee our inventory process during normal business hours and will be a key-holder who, on occasion, may be scheduled as Manager on Duty for the early morning shift, to support vacation and PTO coverage of our Early AM Operations leaders.  In these cases, you will fully lead and own the early morning process in the absence of the Operations Manager (Early AM).  This will include the trailer unload process, filling and maintaining the store and back of house areas while interacting with and leading the team.  This role will ensure that the entire business is running productively and professionally.  During store business hours you will support our customers on the sales floor, our inventory team in the back of house, and ensure a seamless transition between early morning and standard store business hours.

Customer Experience

Ensure a world-class omnichannel shopping experience for all customers. Our physical and eCommerce stores are the public face of the FAO Schwarz brand, where everyone can directly experience all that is possible with FAO Schwarz.  Establish the highest level of customer experience by setting expectations of excellence in the execution of store standards, product demonstrations, personal shopping, marketing and events, community partnerships, exclusive flagship experiences, and profound knowledge of our products and the FAO Schwarz brand.


Ensure that both incoming and outgoing product to/from our 3PL facility in New Jersey is well organized and productively staged in our stockroom and on the sales floor at Rockefeller Center.  Oversee any merchandising, visuals, and price changes on the sales floor, while always maintaining a clean and productive stockroom. Work closely with our 3PL provider on accurate daily replenishment to our physical store, including both day and overnight deliveries.  Support seamless deliveries to our omnichannel customers, whether they buy in our physical store, online, or we courier their product to their hotel from the store.  Develop a strong relationship with our Corporate logistics partners, 3PL partners, and our outsourced Call Center.


Actively drive omnichannel sales in all areas of the business, working with the store leadership to build and grow effective teams that are maximizing results.  Ensure that everyone on the team is consistently delivering a world-class experience through entertaining product demonstrations, engaging customer interactions, professional personal shopping, and ever-evolving experiences.  Collaborate with the Operations Manager (Early AM) to initiate and lead business change efforts to achieve maximize desired revenue and payroll results.

What We’ll Expect You to Have

  • A sense of whimsy, a nostalgia for toys, and a fondness for the FAO Schwarz brand
  • Excellent collaboration, communication, time management, analytical, and interpersonal skills
  • Store Management experience with high attention to detail (this role is a key holder)
  • Overnight or Early AM Logistics Store Management experience preferred
  • Strong computer skills including a working knowledge of Microsoft Office: Excel, Word, PowerPoint, Outlook, and Microsoft Teams a plus
  • Knowledge of a Retail Store P&L a plus
  • Knowledge of and experience with retail Point of Sale systems and operations
  • Bachelor’s degree in business, retail management, logistics, or related and equivalent experience preferred
  • At least 2 years of strong logistics and retail leadership experience in a high profile, big-box, or multi-unit setting
  • Capable of lifting up to 50 pounds on a regular basis, bending and twisting and standing for long periods of time
  • Proven ability to lead and remain positive, resilient, adaptable, and succeed in a fast-paced, public-facing retail environment.

Why You Should Work for Us

  • We encourage a sense of whimsy, wonderment, play, and an engaging and theatrical environment
  • You’re never treated like a number or task, you’ll look forward to coming to work every day to see your friends
  • Growth opportunities are everywhere, just take a look at some recent news…
  • Highly competitive benefits

FAO Schwarz is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.  FAO Schwarz strictly prohibits and does not tolerate discrimination against employees, applicants, interns, or any other covered persons, on the basis of age, race, color, religion, creed, national origin including ancestry, ethnicity, sex including pregnancy, gender identity, and transgender status, gender, physical or mental disability, including gender dysphoria and similar gender-related conditions, alienage or citizenship status, military status, including past, current, or prospective service in the uniformed services, genetic information, predisposing genetic characteristics, marital status, partnership status, domestic violence victim status, familial status, actual or perceived sexual orientation, unemployment status, caregiver status, credit history, salary history, or any other category protected by applicable federal, state and local laws, with respect to hiring, promotion, discipline, firing, compensation, benefits, or other terms, conditions or privileges of employment. 

If you need a reasonable accommodation in the application or hiring process, or during the course of your employment, please contact Site Human Resource Manager or Flagship Store Director at teamsupport@fao.

FAO Schwarz is an EEO employer - M/F/Vets/Disabled
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