Gift Shops Operation Manager

Full Job Description

This position is located in the Architect of the Capitol (AOC), Capitol Visitor Center (CVC), Retail Operations.

The incumbent serves as the Gift Shops Operations Manager, responsible for the overall management, supervision, and strategic execution of the CVC Gift Shops program.

The position ensures delivery of high-quality retail services that support the CVC mission to inform, involve, and inspire every visitor to the U.S. Capitol.

You must meet the United States Office of Personnel Management's (OPM) qualification requirements (including specialized experience and/or educational requirements) for the advertised position.

You must meet all eligibility and qualifications requirements by the closing date of the job announcement.

Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions.

It is available for your review on the OPM web site at OPM qualification standards Specialized experience is experience that has equipped you with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled.

To be creditable, specialized experience must have been equivalent to at least the next lower grade level.

To qualify, applicants must possess one year of specialized experience equivalent to at least the GS-11 level in the Federal service (or equivalent experience) that includes: Managing retail operations in a high-volume environment; Budget development, revenue forecasting, and financial performance monitoring; Inventory management, merchandising, and Point of Sale systems; Program or project management, including contractor oversight; and Supervising staff and leading teams.

Major Duties:

The Gift Shops Operation Manager works under the general supervision of the Director of Retail and exercises significant authority over retail operations, financial performance, staff supervision, program development, and stakeholder engagement.

Major Duties: Oversees daily operations of the CVC Gift Shops to ensure consistent service standards, operational readiness, visitor flow, and safety in a high traffic retail environment.

Independently resolves fiscal, personnel, and operational challenges associated with a specialty retail operation with diverse merchandise and high visitor volume.

Oversees customer service delivery, Point of Sale (POS) systems, store and warehouse operations, e-commerce physical inventory, and all cash handling functions.

Develops, monitors, and executes operating budgets; tracks revenue, labor, earnings, and profitability goals.

Plans and manages inventory levels, auto-replenishment processes, cycle counts, and physical inventories.

Ensures compliance with established merchandising, visual presentation, layout, and product placement standards. Provides administrative, technical, and professional supervision to retail staff.

Plans organizational structure and staffing requirements; assigns duties and sets priorities. Reviews and approves position descriptions, personnel justifications, and selection decisions.

Resolves employee complaints and grievances within delegated authority. Ensures compliance with Equal Employment Opportunity (EEO) principles and nondiscriminatory workplace practices.

Plans, develops, executes, and evaluates retail programs and promotional initiatives. Manages full-cycle projects involving cross-divisional teams and contractors.

Serves as Contracting Officer's Technical Representative (COTR), overseeing contractor performance, inspections, quality, timeliness, and budget compliance.

Assists the Contracting Officer with contract modifications and acceptance determinations. Oversees projects related to Point of Sale systems, inventory systems, and other retail technologies.

Analyzes program effectiveness and recommends improvements to policies, systems, and operations.

Establishes and maintains collaborative relationships with internal AOC partners, including Accounting, IT, Ecommerce, Merchandise Management, Finance, Exhibits, and Education.

Serves as a liaison with Members of Congress, Congressional staff, Capitol Historical Society, and House and Senate Gift Shops leadership.

Represents the Gift Shops program in interagency and stakeholder engagements in accordance with established policies.

Due to operational requirements, the Gift Shops Operation Manager is expected to work Saturdays and holidays and may be expected to work Sundays and/or evenings in support of special events.