Job Description

The Role

The General Manager (GM) will be the operational engine and #2 to the CEO. While creative, we are a logistics company at our core, shipping thousands of rental units across the country annually from our studio and warehouse, and operating two retail locations and an online store. The GM will oversee the daily operations across all locations and business units. This role requires a unique blend of operational excellence, proficiency in modern business systems (e.g. SaaS, ERPs, Shopify, HubSpot, AI Agents, MS Office), flexible but disciplined people management, a "growth mindset" to drive sales, and "high-EQ leadership" to manage a multi-generational workforce as the CEO leads the company through significant technological, operational, and cultural change.

Key Responsibilities

• Operational Excellence & SOPs: Must be an operations savant! You grok on managing logistics, setting and adhering to operational procedures and quality standards, and managing to KPIs. Codify and enforce SOPs across all departments to ensure consistency, compliance, and scalability.
• Sales & Growth: Partner with the CEO to develop and execute sales strategies. Identify market opportunities in both the rental and sales sectors to increase year-over-year revenue and profitability, and drive operations execution to deliver on sales.
• Quality & Customer Service: Set and maintain rigorous quality standards for costume curation, production, and maintenance. Overhaul customer service protocols to ensure every client receives an experience worthy of our 109-year reputation.
• Change Management & Leadership: Mentor a staff that includes veterans and new talent, fostering a culture of mutual respect and adaptability during our technological overhaul and cultural shift from a family-owned business to a high-growth, employee-owned enterprise.
• Strategic Problem Solving: Operate as a proactive partner to the CEO, communicating risks, challenges, and opportunities. Rather than just identifying obstacles, you will be expected to draft and present data-backed solutions and implementation plans that are measurably effective.

What Success Looks Like - First 90 Days

• Master the fundamentals of the business and operations—the team, products/ services, customers, financials and how we measure success, critical SOPs.
• 100% of contracted orders are shipped on-time and meet the highest quality standards.
• 100% of customer concerns are addressed in partnership with the CEO and department managers.
• Master key technology systems (Quickbooks Online, Shopify, HubSpot, 4D), demonstrating you can access and leverage the data to inform decisions, create and automate plans, and provide reporting.

What You'll Bring

• 7+ years of experience in operational management (Retail, Production, or Logistics preferred).
• 5+ years of management experience as an operations leader, preferably in a medium to large, operationally complex or high-growth company where logistics and operational excellence were critical to success.
• Proven track record of managing complex ERP/systems migrations (specifically Shopify and HubSpot ecosystems).
• Strong financial literacy with experience in QuickBooks Online and P&L management.
• Exceptional leadership skills with a "lead-by-example" mentality.• Ability to balance the creative needs of a costume house with the rigid requirements of high-volume fulfillment.
• Must have at least 3 professional recommendations related to results delivered, professionalism, trustworthiness, and leadership.
Education
• Bachelor's degree required (business, accounting, finance, or related). MBA preferred.

Must-Have Technical Skills & Tools

Read and understand a profit & loss statement, and take “next-best-action”.

Strong proficiency in Quickbooks/Quickbooks Online.

Understands and can access reports from Shopify, Amazon, Etsy, or another online platform to understand and drive sales, identify opportunities.

Soft Skills & Cultural Fit
• Disciplined and accountable—you own it—wins/losses, and execute consistently.
• Data-driven mindset—comfortable managing to metrics, identifying indicators and KPIs, and using reports to inform action.
• Accurate and detail-oriented—must “sweat the details” and strive for 100% accuracy every time, every day.
• Trustworthy and discreet—you never share financial or confidential information, and don’t use your access to this information for personal gain.
• Friendly and professional—friendly and approachable for customers and staff, while ensuring your duties are professionally executed.
• Self-starter and problem solver—works well solo or collaboratively and proactively identifies opportunities and executes solutions.
• Strong communication, management, and leadership skills—communicates well and proactively with the CEO, manages and leads teams and projects independently.
• Mission-aligned—loves theatre and theatre folk and wants to ensure its transformative benefits are available to actors of every age, everywhere.

Work Schedule and Location

• Full-time, nonexempt position—40+ hours per week.
• On-site. Must be located in NY Capital Region near Schenectady.

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Learning and Development opportunities to advance your career
• Employee Stock
• Employee Discount

To Apply

To apply, submit your resume and a cover letter explaining why you’d be a great fit for this position.

The Costumer is an equal opportunity employer This job description is not an exhaustive list of duties, and additional responsibilities may be assigned.