Retail Operations Specialist

About the Role:

Welcome to the engine room of the Sheet Society’s Retail network. The Retail Operations Specialist is the ultimate Support Crew that keeps stores humming, stock flowing, and systems behaving (most of the time).

Alongside owning the education of the retail team on all things ops, systems and process, this role is the go-to for troubleshooting just about everything ops related - from in-store POS quirks, Shopify mysteries and content screens. You’ll triage like a pro, fix what you can and escalate upwards only when absolutely necessary.

You’ll champion the behind-the-scenes magic. Think new store set ups, managing user accounts, handling product visibility curveballs and keeping the ticketing platform in check. If there’s a workflow to support, a process to document, or a task board to tame — you’re on it.

Logistics? Covered. From recall labels and pickup bookings to coordinating furniture shipments and replenishment hiccups, you’ll keep the wheels turning. You’ll also manage consumables, equipment and the bits and pieces stores need to look sharp and trade smoothly.

Part educator, quality controller, part systems whisperer, part logistics legend - this role is the glue between Stores, Operations, Warehouse and the rest of HQ.

About the Team:

Part of the Retail & Customer Experience Team, the Retail Operations Specialist reports directly to the Head of Retail, with a dotted line to the Systems and Operations Lead. The role works closely with the Retail Experience Lead, store Retail Teams and key stakeholders at HQ. 

Key Responsibilities

Technical Troubleshooting & Systems Support

• Resolve store-reported maintenance, tech, stock and customer issues, escalating when needed.


• Administer the ticketing platform and manage the task board, driving accountability for timely ticket resolution and proper execution of tasks across the business. 


• Manage POS, Shopify, in-store content screens and operational system profiles.


• Responsible for the creation and ongoing maintenance of team member profiles across operational systems, including POS, Shopify, staff discounts and internal tools.


• Oversee store hours, fulfilment settings and retail key holder management in partnership with People & Culture.

Communication & Continuous Improvement

• Work closely with the Retail Experience Lead to deploy store communications to ensure operational clarity and alignment.


• Lead and contribute to the development of store processes and standard operating procedures, taking ownership to maintain best practices, brand strategies and consistent execution.


• Coordinate retail initiatives, events, delivery schedules, voicemails, travel requests and team recognition.


• Drive cross-functional collaboration for new tools and processes, ensuring alignment and operational fit.

Collaboration and Operational Excellence 

• Drive store team accountability and performance tracking for stock management, in partnership with Merchandising, to ensure consistent adherence to processes and task expectations.

• Lead training and ownership of FOH & BOH stock processes to improve efficiency and insights.


• Manage replenishment allocation processes, including identifying and resolving errors, while supporting overall workflow efficiency and scheduling.


• Create and embed new processes related to stock management, operational performance and shrinkage, measuring results and feeding back insights to relevant stakeholders

 Financial & Budget Support

• Upload and maintain retail store budgets in Kepler, ensuring accuracy and compliance.


• Monitor monthly store expenditures and provide insights on budget adherence.


• Coordinate and manage packaging, consumables and other operational orders within budgetary constraints.

About You:

• 2+ years experience in a similar Operations or Technical Support role. 


• Solid foundation and understanding of system relationships, Shopify and Excel.


• Determination to achieve results and problem-solve.


• Excellent communication skills with the ability to build strong working relationships with key stakeholders at all levels both locally and interstate. 


• Bring a strong curiosity and appetite to learn, with a proactive approach to building understanding and continuous improvement.


• Exceptional administration skills and attention to detail.


• Strong organisation, planning and time management skills with the ability to multitask and prioritise effectively. 


• A genuine willingness to roll up your sleeves and pitch in where needed. 


• Experience using Slack, Asana, and Google Suite is highly advantageous. 

Why You'll Love It Here

At Sheet Society, it’s more than a workplace, it’s a community. With that in mind, we’re committed to making sure our employees are as happy in the workplace as our customers are in bed. Which is why our perks include:

• Onsite parking and great public transport links to our head office in Brunswick


• Sweet Dreams Day - a day off on your birthday


• Adaptable working arrangements with focus-day Wednesdays


• A fun social calendar, with  jolly-trolly celebrations


• Communal kitchen providing breakfast, all the snacks and lots of coffee


• Career Development


• Generous staff discounts


• Dog-friendly office


• Two paid wellness days off per year 

Our Values in Action

Good Humans: We’re Good Humans, and we do our best to do good in business too. We bring our best selves to work, for our customer, team, and the world around us.

Driven Dreamers: We always innovate, and that goes beyond the bed. We push the boundaries to turn our dreams into your reality.

Authentic Achievers: We pull up our sleeves and get the hard work done, without the fuss. We know who we are, and we work to make the bed better — for everybody.

Support Crew: We’re committed to you, and your sleep. Whether it's a great product, or great service — and when things don’t go to plan, we’re here to make it right.

Ready to Join the Dream Team?

When applying be sure to include your resume and cover letter that showcases why you're the ideal fit for Sheet Society. 

Applications close end of day Friday 10th April.  Shortlisting of candidates will commence prior to this date, so please don’t delay submitting your application. 

Let’s make every third of our lives spent in bed not just comfortable, but unforgettable. Hop on board and let’s shake up the world of retail together.

We are proud to be an equal-opportunity employer that seeks to recruit, develop and retain the most talented individuals from a variety of backgrounds. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.