Support Center - Irving

The Manager - Total Retail Loss is responsible for the design, execution, and continuous optimization of a holistic loss-mitigation framework. This leader analyzes Total Retail Loss, encompassing physical shrink, administrative errors, e-commerce fraud, supply chain leakage, and operational waste.

As the primary bridge between data analytics and field execution, this role will oversee the development of physical security standards and investigative protocols for both retail locations and the Support Center. The Manager - Total Retail Loss transforms complex data into actionable field programs that protect profit margins. By identifying the root causes of unknown loss, this role drives enterprise-wide initiatives that maximize inventory integrity and ensures a safe, profitable environment for all stakeholders.

Major Activities

Data Orchestration & Forensic Analysis

Synthesize data from Point-of-Sale (POS), inventory management systems, and e-commerce platforms to pinpoint where profit erosion is occurring—whether through theft, administrative error, or process failure.

Root-Cause Problem Solving

Lead deep-dive audits into "High-Loss" categories to determine if loss is driven by vendor inaccuracy, logistics damage, or training gaps, and then implement systemic fixes to prevent recurrence.

Strategic Field Partnership

Translate complex TRL data into "Action Plans" for the field, providing them with the tools and training necessary to own their specific shrink metrics and safety protocols.

Cross-Functional Advocacy

Collaborate with the Merchants to improve product packaging/tagging and with the Supply Chain to secure the "last mile" of delivery, ensuring that every department understands its impact on the bottom line.

Asset Protection & Profit Integrity Strategies

Inventory Accuracy & Valuation:Partner with executive stakeholders to safeguard the integrity of physical inventory. Architect and modernize the end-to-end inventory lifecycle by developing high-precision guidelines, real-time reporting, and automated reconciliation processes.Next-Generation Merchandise Protection:Drive the evolution of the merchandise protection strategy beyond traditional physical deterrents. Integrate a multi-layered approach including RFID technology, IoT-enabled tracking, and high-security displays (e.g., electronic locking systems and "empty box" protocols) to balance security with a frictionless customer experience.Strategic Communications & Awareness:Orchestrate enterprise-wide communication for Asset Protection initiatives, including safety awareness months, operational playbooks, and critical task updates. Ensure all messaging reinforces a culture of "Profit Protection" across the organization.

Leadership

Attract and recruit top talent, motivate the team, delegate effectively, celebrate diversity within the team.Manage performance and be a strong developer of talent and drive succession planning and talent development for areas of responsibility.

Other duties as assigned

Minimum Education

Bachelor’s Degree (Loss Prevention or related field) or equivalent experience

Minimum Special Certifications or technical skills

Wicklander Zulawski Certification

Minimum Type of experience the job requires

7-8 years in loss prevention

Preferred Special Certifications or technical skills

LPC or LPQ Certification Preferred

Preferred Type of experience the job requires

Retail experience a plus

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

At The Michaels Companies Inc., our purpose is to fuel the joy of creativity and celebration. As the leading destination for creating and celebrating in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit www.michaels.com.

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. For more information, visit www.michaels.com.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

EEOC Know Your Rights Poster in English

EEOC Know Your Rights Poster in Spanish

EEOC Poster Optimized for Screen Readers

Federal FMLA Poster

Federal EPPAC Poster