American Girl New York Retail Department Manager (Exempt)

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers. Our commitment to quality and safety is paramount to what we do and is built into every product we design and manufacture. And we do this with unwavering integrity, unbridled passion, and laser-like focus to earn grown-ups’ trust and put smiles on kids’ faces around the world. Our mission is to be an industry leader in producing the most trusted, safe, durable, and highest quality toys in the most regulatory compliant, environmentally, and socially responsible way.

The Retail Department Manager leads daily retail operations to deliver exceptional customer experiences, achieve financial goals, and develop a high-performing team. This role drives operational excellence through effective coaching, ensuring a culture of selling and service, merchandising, and execution while partnering across the store to support business objectives. By balancing customer service, talent development, and business selling strategy, the position contributes directly to store performance and brand success.

Lead daily department operations to achieve sales, customer service, and operational performance goals while ensuring compliance with company policies and standards. Coach, develop, and inspire associates through ongoing feedback, training, recognition, and performance management to build a high-performing team. Drive revenue growth by modeling selling behaviors, monitoring key performance indicators, and implementing strategies that improve customer engagement and sales results. Partner with store leadership to execute merchandising plans, product launches, and promotional initiatives that enhance the customer experience and maximize business opportunities. Monitor staffing, floor coverage, and service execution to ensure an efficient, safe, and engaging shopping environment. Analyze sales, inventory, and operational data to identify trends, resolve issues, and make informed business decisions that improve sales and service performance. Collaborate with cross-functional partners to support store initiatives, maintain visual merchandising standards, and deliver consistent execution across the business.

Education & Experience High school diploma or equivalent required; associate or bachelor’s degree preferred. 3–5 years of retail operations experience in a high-volume, premium, fast-paced environment. Previous experience leading and developing retail teams. Retail environment experience preferred Knowledge, Skills & Abilities Strong leadership, coaching, and performance management skills. Excellent customer service and relationship-building abilities. Knowledge of retail operations, merchandising, inventory, and sales performance metrics. Analytical and problem-solving skills with the ability to translate data into action. Strong communication, collaboration, and organizational skills. Proficiency with Microsoft Office and retail operational systems. Ability to work a flexible schedule, including evenings, weekends, and holidays.

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience