Key Lead, DC

About the role

Glossier is seeking a hands-on leader to support our Washington, DC retail operations. You will act as a floor presence to guide team members, ensure operational excellence, and uphold our commitment to an inclusive, people-first environment.

Key facts

What you'll do

• Model company values and maintain a safe, equitable workplace for staff and guests.
• Lead daily shift meetings and manage team coverage, including breaks and zone charts.
• Serve as the Manager on Duty to assist with customer needs, returns, and service recovery.
• Oversee opening and closing procedures to ensure the store is ready for business.
• Communicate key performance indicators and operational goals to the team.
• Maintain visual merchandising standards and store cleanliness.
• Support local community networking and event partnerships.

Requirements

• Minimum 2 years of supervisory experience in retail, hospitality, or customer service.
• Proven ability to foster an inclusive culture and motivate staff.
• Strong communication skills with a focus on clear, structured feedback.
• Ability to work a flexible schedule, including holidays, weekends, and evenings.
• Willingness to perform hands-on tasks across both front-of-house and back-of-house operations.

Nice to have

• Proficiency in executing high-level customer service and operational efficiencies.

Skills & tools

• Retail operations management
• Team leadership and coaching
• KPI tracking and communication
• Conflict resolution and customer service recovery

Practical notes

• Compensation range: $24.00 - $28.00 per hour.
• Future pay progression is available based on performance.
• Both full-time and part-time roles are eligible for company benefits.
• Glossier is an Equal Employment Opportunity employer.