Retail Operations Manager
Location: Mississauga, ON (with regional travel)
Department: Sales
Employment Type: Continuing Full-Time
Reports to: Vice President, Sales
Direct Reports: Retail Clerks (Mississauga), Retail Store Managers (Network Wide)
At Goldline Curling, we’re passionate about the sport and the community behind it. As we continue to grow, we’re looking for a Retail Operations Manager to help ensure operational consistency, staff development, and community engagement across our Canadian retail locations.
Based at our Mississauga store, this full-time role combines in-person and virtual support to drive alignment and performance excellence throughout the retail network. The Retail Operations Manager provides hands-on assistance to store managers and retail staff, particularly when they are carrying out procedures that are infrequent or unfamiliar, and actively troubleshoots day-to-day operational challenges. They also contribute to strategic initiatives that enhance Goldline’s visibility and involvement within the Greater Toronto Area curling community.
What You’ll Do
Retail Network & Staff Support
- Monitor store operations, anticipate needs, and recommend improvements to enhance efficiency, effectiveness, and regulatory compliance.
- Deliver in-person coaching, training, and hands-on support to staff across Goldline’s retail network.
- Maintain a periodic leadership presence at the London and Scarborough retail locations, with occasional in-person support at the Calgary and Ottawa stores.
- Promote consistent use of operating procedures, sales techniques, inventory practices, and merchandising standards.
- Troubleshoot common technical issues, including POS system and basic hardware/software problems.
- Assist with resolving complex or escalated customer service concerns in collaboration with store teams.
- Support staffing assessments, recruitment efforts, scheduling, and payroll coordination as needed.
- Promote diversity, equity, and inclusion across retail operations by modeling inclusive practices and supporting an equitable workplace culture.
Mississauga Retail Store & Head Office Responsibilities
- Provide leadership in delivering high-quality customer experiences across Goldline’s retail network, using the Mississauga store as a model of service excellence.
- Maintain a strong and visible leadership presence at the Mississauga retail location, offering hands-on support as needed.
- Collaborate with Goldline’s management team to design and implement system-wide improvements in training, operational processes, and merchandising standards.
- Monitor and report on customer experience trends and operational issues to inform management decision-making.
- Foster a supportive, inclusive workplace culture that reflects Goldline’s commitment to community and excellence in curling.
Virtual Collaboration
- In collaboration with the VP of Sales, support regular virtual meetings with retail teams to align on store performance, staffing needs, and company updates.
- Share updates, insights, and best practices across locations to promote a consistent and collaborative team environment.
Community Engagement
- Participate in community initiatives and events as a Goldline representative, reinforcing the company’s presence and values within the GTA curling network.
What You Bring
- Post-secondary education in Business, Human Resources, Retail Management or a related field is preferred, though an equivalent combination of education and direct experience will be considered.
- Minimum of 3 years of supporting, coaching, or supervising frontline customer service personnel, preferably across multiple stores or locations.
- Strong customer service orientation, with the ability to remain patient, diplomatic, and calm in all interactions, including when managing challenging situations.
- Proven ability to coach, motivate, and develop team members to foster a high-performing, cohesive work environment.
- Excellent organizational, multitasking, and prioritization skills in a fast-paced retail setting.
- Adaptability to rapidly changing priorities, environments, and customer demands.
- Exceptional written and verbal communication skills in English; bilingual in French is considered an asset.
- Proficient with standard office software (e.g., Google Workspace, POS systems) and quick to learn new technologies.
- Skilled in persuasive communication and negotiation to support sales and conflict resolution.
- Able to effectively describe and discuss the depth, breadth, and unique character of the curling community in a compelling and authentic manner.
- Strong understanding of retail operations, inventory control, replenishment, merchandising, and accessible customer service standards.
Why Goldline?
We’re a proudly Canadian company and a trusted brand in curling. Our team is passionate, collaborative, and committed to quality, both on the ice and off. You’ll join a supportive environment where your work will have immediate visibility and impact.
We are an Inclusive Employer
In keeping with Goldline’s stated values, we are committed to building a diverse and inclusive workplace where all employees feel valued, respected, and empowered to contribute fully.
We welcome and encourage applications from all qualified candidates, including members of equity-deserving groups such as women, Indigenous peoples, racialized individuals, persons with disabilities, those with strong connections to a faith community, and members of the 2SLGBTQIA+ community.
Apply Now
If you're excited to lead Goldline’s brand and help shape how curlers experience it across every channel, we’d love to hear from you. Please send your resume and cover letter to with the subject line Retail Operations Manager.
Job Type: Full-time
Pay: $60,000.00-$75,000.00 per year
Willingness to travel:
- 50% (preferred)
Work Location: In person
Expected start date: 2025-09-08
