We are seeking a Retailer Success Operations Manager to help shape and scale the systems and workflows that empower WPN stores to succeed. This role sits at the intersection of program design, operations, and customer success— focused on building scalable processes that enhance both efficiency and engagement. As a hands-on individual contributor, you'll design and optimize the programs, tools, and automations that make retailer onboarding, account management, and long-term success seamless. You'll collaborate closely with cross-functional teams to deliver programs focused on the operational execution and strategic program development, helping define what “retailer success” looks like at Wizards. Experience operating as an individual contributor leading cross-functional initiatives and getting results without direct people management responsibilities. Proven track record leading programs, customer success operations, or account management functions, ideally within a B2B, retail, or gaming environment. A passion for creating exceptional customer or partner experiences and a genuine enthusiasm for gaming and community engagement. Experience building, optimizing, and documenting workflows and processes that improve efficiency and consistency. Strong interpersonal and project management skills with the ability to balance critical initiatives with operational tasks. Excellent communication and relationship-building abilities; skilled at cross-functional partnership. Data-driven approach with experience developing and tracking program performance metrics. Experience with automation or workflow management tools (e.g., Smartsheet, Salesforce). Exposure to Learning and Development and/or organizational change programs. Prior experience supporting retail networks or channel partners. Knowledge of Wizards Play Network programs or Wizards games. Collaborate on the development and continuous improvement of the Success framework, focusing on scalability, automation, and retailer experience. Design, document, and optimize standard operating procedures (SOPs), workflows, and process maps that guide retailers through application, onboarding, engagement, and growth. Implement tools and automation that streamline internal processes and retailer facing touchpoints. Identify and maintain success metrics to measure performance, identify gaps, and guide continuous improvements and inform future investments. Collaborate with cross-functional partners (Marketing, Program Operations, and Fraud) to ensure consistency and quality in every retailer interaction. Translate retailer feedback and insights into process and system improvements that enhance program outcomes. Support the ongoing maintenance of retailer accounts and documentation within internal systems and databases. Identify and implement automation or efficiency opportunities that reduce manual work and improve turnaround time. Serve as a liaison between daily operational execution and strategic program development, ensuring that retailer needs are met while building toward scalable systems. Maintain a high standard of data integrity and quality across retailer accounts, using insights to inform continuous improvement.
