Bookstore Retail Operations Manager

The Retail Operations Manager ensures the bookstore operates with consistency, efficiency, and integrity. This role focuses on developing the policies and procedures that govern retail operations across multiple campus locations. The role will assist with enforcement of the visual standards and sales flow of the customer floor, ensuring that institutional policies are met and that the shopping experience aligns with the Bookstore's strategic goals. Additional responsibilities include ensuring daily store presentation and event management. Other duties include overseeing the student employee workforce, supervising staff members as assigned and fostering open communication within and across departments by planning and facilitating purposeful meetings that encourage collaboration and produce clear, actionable outcomes.
This position serves on the Bookstores Campus Operations team, ensuring excellent customer service and compliance in all activities. The employee will support new and ongoing retail programs and events as directed by the Bookstore's management. The Bookstores' environment is fast paced and continually changing, the position requires the ability to adapt quickly to meet customer, and department needs and requires a high level of organization, attention to detail, and the ability to meet deadlines.

Location and Work environment: On-campus, main location in Coffman Memorial Union with other locations as needed.

Working Hours: Monday - Friday typical working hours 8:00am-5:30pm, and about one Saturday per month

Please note, this position is not eligible for H-1B or Green Card sponsorship. This position does not offer a STEM OPT training program.

Primary Responsibilities:

50% Daily Operations

* Serve as the primary Manager on Duty for day-to-day troubleshooting and first contact for the Bookstores: troubleshoot problems and customer issues
* Manage and prioritize both in person and online customer inquiries.
* Assist with off-site and in store event management.
* Maintain, document, and organize training materials and operational procedures and policies ensuring deadlines are met.
* Host regular meetings, maintaining agendas and action items.
* Coordinate semester work plans for all campus operations areas.
* Work at Twin Cities System Stores and special events as needed.
* Manage communication via personal and departmental email accounts to deliver positive responses and maintain relationships with customers and our University community.
* Foster and build positive relationships internally and externally furthering the University's commitment to diversity, equity and inclusivity.
* Work with the Marketing Manager to coordinate promotions for three Twin Cities campus stores as well as the three system campus stores.

25% Workforce Management

* Direct a team of staff and students in executing sales floor strategies, focusing on product knowledge and the implementation of new retail programs.
* Lead student workers and full-time staff in academic calendar integration, product/program consultant and brand stewardship.
* Promote employee engagement
* Mentor and coach fulltime staff and student workers
* Coordinate student and staff trainings
* Supervise full time employees as assigned

20% Customer Engagement

* Monitor the customer experience on the sales floor, identifying bottlenecks in service and implementing workflow improvements to enhance the shopping experience.
* Manage workflows ensuring store activities meet institutional and industry compliance metrics

5% Miscellaneous

* Miscellaneous duties as assigned and assist in all areas as directed.

Essential Functions of the Position:
Development
* Experience with e-commerce content management systems, including Drupal.
* Strong time management skills.
* Knowledge of higher-ed course materials and graduation regalia business
* Experience with retail store operations.
* Demonstrated ability to provide exemplary customer service.
* Experience with e-commerce order fulfillment.
* Strong interpersonal and problem-solving skills.

Administrative
* Ability to take on new projects and learn new skills as technology changes and grows.
* Proven ability to work independently and as part of a team environment where design and production are a collaborative effort.
* Ability to effectively communicate
* Maintains and files confidential records, such as employee records, contract negotiations, and any notes and data related to those files.

* BA/BS plus at least four years of experience or a combination of related education and work experience to equal eight years; often the senior-most individual contributor in a department to whom other more junior employees go for guidance.
* Experience training others and a demonstrated ability to lead.
* 1 year customer service in a retail environment
* Proficiency with Microsoft Office products and Google Software platforms.

Preferred Qualifications
* Experience with retail store operations and systems.
* Knowledge of E-Commerce systems.
* Experience working within a campus environment.
* Experience managing student employees.
* Able to promptly answer support-related email, calls, and other electronic communications.
* Self-motivated, detail oriented and organized.

The University of Minnesota Bookstores is committed to supporting student success at University of Minnesota Bookstores. Because the University of Minnesota Bookstores is an independent college bookstore owned and operated by the University of Minnesota, our profits are reinvested back into the campus we serve, providing financial support for facilities and programs that benefit the University of Minnesota students.

Pay Range: $24.00 - $32.00; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the
time, the initial pay may not reach the maximum of the range. This approach ensures
that compensation reflects the value and unique contributions of each candidate while
maintaining equity within our organization. As part of our commitment to fair and
equitable compensation, please be aware that the salary offered to incoming candidates
will be based on their individual credentials and experience.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by Forbes as a Best Employer for Company Culture (2026), Best Employer for Women (2023), and Best Employer by State (2022-2026). In 2026, we also received Culture Excellence & Industry Awards recognition for employee appreciation and work-life flexibility.