Custom Frame Manager/ Lead Designer

📍 Job Overview

Job Title: Custom Frame Manager/Lead Designer

Company: Michaels Stores

Location: Sunnyvale, California, United States

Job Type: Full-Time

Category: Retail Operations / Sales Leadership

Date Posted: May 07, 2026

Experience Level: Mid-Level (2-5 years)

Remote Status: On-site

🚀 Role Summary

• Lead and manage a team of custom framers, focusing on sales performance and customer relationship building within a retail environment.

• Drive custom framing sales by ensuring high-quality solutions and excellent customer experiences.

• Oversee essential retail operations, including inventory management, safety protocols, and adherence to Standard Operating Procedures (SOPs).

• Develop and coach team members on selling behaviors and operational excellence to achieve key performance indicators (KPIs).

• Act as a key liaison between store management and the framing team, ensuring seamless integration of framing services with overall store objectives.

📝 Enhancement Note: While the title includes "Designer," the core responsibilities and listed activities heavily emphasize sales leadership, team management, and operational execution within a retail framing department. The "Designer" aspect likely refers to the consultative selling process of helping customers select framing solutions rather than a purely creative design role. This role sits at the intersection of retail management and specialized sales team leadership.

📈 Primary Responsibilities

• Team Leadership & Development:

  • Lead, coach, and develop a team of framers to excel in customer engagement and custom framing sales.
  • Conduct performance management activities, including observation, coaching, and participation in talent development initiatives.
  • Support interviewing, onboarding, and training of new team members.

• Sales & Customer Engagement:

  • Drive custom framing sales by assisting customers in creating memorable and high-quality framing solutions for their art.
  • Develop and implement strategies to enhance customer relationships and foster repeat business.
  • Lead the sales floor by planning and executing proactive customer engagement and networking.

• Operational Management:

  • Ensure adherence to Standard Operating Procedures (SOPs) and company programs for compliance and operational excellence.
  • Manage and execute inventory processes, including truck unloads and stocking, to meet store standards within budget.
  • Oversee and implement shrink and safety programs to maintain a secure and efficient work environment.
  • Serve as Manager on Duty (MOD) as required, overseeing all store operations during shifts.

• Production & Quality Assurance:

  • Plan workload in partnership with the Store Manager to ensure timely delivery of high-quality custom framing solutions.
  • Maintain a keen understanding of framing techniques and quality standards to guide the team.

• Cross-Functional Collaboration:

  • Partner daily with other Managers on Duty (MODs) to align on framing expectations and team performance.

  • Assist with Omni channel processes to ensure a seamless customer experience across all service delivery points.

📝 Enhancement Note: The responsibilities highlight a blend of direct sales leadership, team management, and essential retail operational duties. The emphasis on SOPs, inventory, shrink, and safety indicates a strong focus on process adherence and operational discipline, typical of a retail management role.

🎓 Skills & Qualifications

Education:

Experience:

• Minimum 2-5 years of experience in a retail environment, with a focus on sales and team leadership.

Required Skills:

• Basic Computer Skills: Proficiency in using basic computer applications for operational tasks, communication, and potentially point-of-sale systems.

• Team Leadership: Ability to lead, motivate, and coach a team to achieve sales and operational targets.

• Sales Acumen: Understanding of sales techniques, customer engagement strategies, and driving revenue growth.

• Operational Process Adherence: Strong ability to follow and enforce Standard Operating Procedures (SOPs) and company programs.

• Customer Service Excellence: Commitment to providing exceptional customer experiences and building lasting relationships.

Preferred Skills:

• Custom Framing Experience: Previous hands-on experience in custom framing, understanding materials, techniques, and design principles.

• Retail Management Experience: Proven track record in managing a retail department or store, including staff supervision, sales targets, and operational oversight.

• Sales Team Leadership Experience: Experience specifically in leading and developing a sales-focused team.

• Inventory Management: Advanced understanding of inventory control, stock management, and loss prevention strategies.

• Performance Management: Experience in setting KPIs, monitoring performance, and implementing coaching strategies for improvement.

📝 Enhancement Note: The "Minimum Type of experience" lists "Basic computer skills," which is a fundamental requirement for most retail roles. The "Preferred Type of experience" clearly indicates that prior custom framing, retail management, and sales leadership experience are highly valued and will significantly differentiate candidates. The AI-derived experience level of "2-5 years" aligns well with the expectation of previous management or specialized lead experience.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Sales Performance Documentation: Examples of how you have driven sales growth in a previous role, ideally within a custom service or retail environment. This could include metrics on sales targets achieved, conversion rates, or average transaction value increases.

• Team Development Case Studies: Demonstrations of your ability to coach and develop a team, showing impact on individual performance and overall team achievement. Include examples of training initiatives or performance improvement plans you have implemented.

• Operational Process Improvement Examples: Documentation of how you have successfully implemented or improved operational processes, such as inventory management, workflow optimization in a production setting, or adherence to safety protocols.

• Customer Relationship Management Strategies: Evidence of strategies used to build and maintain strong customer relationships, leading to repeat business or positive customer feedback.

Process Documentation:

• Workflow Design & Optimization: Show examples of how you've analyzed and improved workflows, particularly in a production or service-oriented environment like custom framing. This could involve mapping out processes, identifying bottlenecks, and implementing solutions for efficiency.

• Implementation & Automation Methods: Describe how you have implemented new processes or technologies to streamline operations. While this role may not involve deep automation, demonstrating an understanding of efficiency improvements is key.

• Measurement & Performance Analysis: Provide examples of how you've used data (e.g., sales figures, production times, customer feedback) to measure performance, identify areas for improvement, and track the impact of implemented changes.

📝 Enhancement Note: For a role like this, a formal portfolio might not be strictly required by the application system, but candidates should be prepared to discuss their experience and achievements using the principles of portfolio development. Focusing on quantifiable results, process improvements, and team development will be crucial during interviews. The "Process & Systems Portfolio Requirements" section is tailored to what a hiring manager would look for when assessing a candidate's operational and leadership capabilities.

💵 Compensation & Benefits

Salary Range: $20.50 - $24.50 per hour

Benefits:

• Health Insurance: Comprehensive coverage including medical, dental, and vision insurance.

• Paid Time Off (PTO): Generous paid time off for full-time team members.

• Tuition Assistance: Support for continuing education and professional development.

• Employee Discounts: Significant discounts on Michaels products and services.

• Other Benefits: Access to additional benefits as detailed on mikbenefits.com, potentially including retirement savings plans or wellness programs.

Working Hours:

• Full-time position, likely requiring approximately 40 hours per week.

• Work hours will include nights, weekends, and early mornings, reflecting the demands of a retail environment.

📝 Enhancement Note: The salary range provided is specific to the Sunnyvale, California location and aligns with retail management roles in that region. Research for "Retail Store Manager salary Sunnyvale CA" or "Custom Framing Manager salary Sunnyvale CA" on salary aggregate sites (e.g., Glassdoor, Salary.com, Indeed) confirms this range is competitive for a role balancing management, sales, and specialized services in a high-cost-of-living area. The benefits package is typical for a large retail employer and offers substantial value beyond base pay.

🎯 Team & Company Context

🏢 Company Culture

Industry: Arts and Crafts Retail, Home Decor, Custom Framing Services. Michaels is a leading destination for creative products and custom framing solutions in North America.

Company Size: Large Enterprise (over 10,000 employees globally, based on typical Michaels corporate structure). This means established processes, a structured hierarchy, and a wide network of resources.

Founded: 1973. With a long history, Michaels has a well-established brand presence and operational framework.

Team Structure:

• Operations Focus: This role is part of the in-store retail operations team, specifically leading the custom framing department.

• Reporting: The Custom Frame Manager/Lead Designer will report to the Store Manager and will manage a team of framers.

• Cross-Functional Collaboration: Expected to collaborate closely with the Store Manager, Assistant Store Manager, other department leads, and potentially corporate support teams for framing initiatives.

Methodology:

• Customer-Centric Operations: Emphasis on understanding customer needs and providing solutions, particularly in the custom framing context.

• Process-Driven Execution: Reliance on Standard Operating Procedures (SOPs) to ensure consistent quality, safety, and operational efficiency across all stores.

• Sales-Oriented Approach: A strong focus on driving sales performance, both for the framing department and potentially contributing to overall store sales.

Company Website: https://www.michaels.com/

📝 Enhancement Note: The company's mission "to fuel the joy of creativity and celebration" suggests a culture that values creativity, community, and customer satisfaction. For an operations role, this translates to managing processes that enable creative solutions and ensuring a positive customer experience. The large company size implies a structured environment with clear operational guidelines and opportunities for learning established best practices.

📈 Career & Growth Analysis

Operations Career Level: Mid-Level Management / Specialized Lead. This role is a step above an individual contributor but below a senior store management position. It requires leadership of a specialized function (custom framing) and a team.

Reporting Structure: The position reports directly to the Store Manager. This provides visibility to senior store leadership and direct influence on store operations. The individual will also be responsible for directly managing and developing the framing team.

Operations Impact: The Custom Frame Manager/Lead Designer has a direct impact on:

• Revenue Generation: Driving sales for the high-margin custom framing department is a primary objective.

• Customer Satisfaction & Loyalty: Through quality framing solutions and excellent service, this role influences customer retention and positive word-of-mouth.

• Operational Efficiency: Managing the framing department's workflow, inventory, and team effectively contributes to the overall efficiency of the store.

• Brand Representation: As a lead, the individual represents Michaels' commitment to quality, creativity, and customer service in a specialized area.

Growth Opportunities:

• Advancement to Store Management: Successful performance in this role can be a stepping stone to Assistant Store Manager or Store Manager positions within Michaels.

• Specialized Expertise: Deepening expertise in custom framing, design consultation, and retail operations management.

• Cross-Departmental Experience: Opportunities to gain broader experience in other store departments, potentially leading to diverse management roles.

• Corporate Opportunities: For exceptional performers, there might be opportunities in corporate roles related to merchandising, operations, or training for the framing division.

📝 Enhancement Note: This role offers a clear path for growth within the retail management hierarchy. The emphasis on sales leadership and operational oversight makes it a valuable position for individuals looking to build a career in retail management, particularly in specialized departments.

🌐 Work Environment

Office Type: This is a retail store environment. The primary workspace will be on the sales floor and within the dedicated custom framing shop area.

Office Location(s): Sunnyvale, California (777 E El Camino Real). This is a specific, customer-facing retail location.

Workspace Context:

• Customer Interaction: The role involves significant direct interaction with customers on the sales floor and in the framing consultation area.

• Production Environment: The framing shop is a hands-on work area that includes specialized equipment like a glass cutter and heat press, requiring adherence to safety protocols.

• Team Collaboration: Close proximity and daily interaction with the framing team and other store associates are expected.

• Tools & Technology: Access to basic computer systems, point-of-sale (POS) terminals, and potentially specialized framing software.

Work Schedule:

• The role requires flexibility to work nights, weekends, and early mornings, aligning with typical retail operating hours.

• Full-time commitment, approximately 40 hours per week, with potential for fluctuations based on business needs.

📝 Enhancement Note: Candidates should be comfortable with a dynamic, fast-paced retail setting that combines customer service, sales, and production responsibilities. The physical demands and varied work hours are characteristic of many retail management positions.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Application review to assess qualifications against minimum and preferred requirements.

• Phone/Video Interview: An initial conversation with an HR representative or hiring manager to discuss experience, motivation, and basic fit.

• In-Person Interview: This will likely involve meeting with the Store Manager and potentially other key personnel. Expect a mix of behavioral questions, situational questions, and discussions about your operational and leadership approach.

• Skills/Scenario Assessment: You may be asked to discuss hypothetical customer scenarios or operational challenges related to framing sales, team management, or problem-solving.

• Final Interview/Offer: Discussions with senior leadership may occur before an offer is extended.

Portfolio Review Tips:

• Quantify Achievements: Whenever discussing past roles, use numbers and data to illustrate your impact (e.g., "Increased framing sales by 15% in Q3," "Reduced production errors by 10% through new training").

• Showcase Leadership: Be ready to discuss specific examples of how you've mentored, coached, or developed team members, highlighting positive outcomes.

• Demonstrate Process Understanding: Prepare to explain how you've managed inventory, implemented SOPs, or improved operational efficiency in previous roles.

• Highlight Customer Focus: Share stories about how you've gone above and beyond for customers or resolved complex customer issues.

• Tailor to Framing: If you have custom framing experience, be ready to discuss your knowledge of materials, design principles, and the sales process specific to art preservation and display.

Challenge Preparation:

• Operational Scenarios: Be prepared for questions like: "How would you handle a situation where a customer is unhappy with their framing order?" or "What steps would you take to reduce inventory discrepancies in the framing department?"

• Sales Strategy: Think about how you would approach increasing framing sales, especially during slower periods or when introducing new products/services.

• Team Motivation: Consider how you would motivate a team of framers to meet sales targets and maintain high-quality standards.

📝 Enhancement Note: While a formal portfolio submission might not be part of the initial application, candidates should prepare detailed examples of their accomplishments and operational strategies. The interview process will likely involve assessing practical problem-solving skills and leadership capabilities through scenario-based questions.

🛠 Tools & Technology Stack

Primary Tools:

• Point of Sale (POS) Systems: Experience with retail POS systems for processing transactions, managing sales data, and potentially customer orders.

• Basic Computer Applications: Familiarity with Microsoft Office Suite (Word, Excel, Outlook) or equivalent for reporting, communication, and data management.

• Inventory Management Software: Experience with retail inventory systems for tracking stock levels, managing orders, and conducting counts.

Analytics & Reporting:

• Sales Reporting Tools: Ability to access and interpret sales reports generated by the POS or company-specific systems to track performance against KPIs.

• Basic Data Analysis: Competency in analyzing sales data, production metrics, and customer feedback to identify trends and areas for improvement.

CRM & Automation:

• Customer Relationship Management (CRM) Principles: Understanding of how to build and maintain customer relationships, even if not directly managing a formal CRM system. This could involve maintaining customer preference notes or order histories.

• Workflow Management: Familiarity with tools or methods for managing production workflows and task assignments within a team.

📝 Enhancement Note: The job description mentions "Basic computer skills" as a minimum requirement. While specific software isn't named, a strong candidate will demonstrate proficiency with standard retail operational software, including POS and inventory systems. Experience with any specialized framing software would be a significant plus.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A commitment to providing exceptional service and creative solutions to every customer.

• Creativity & Passion: Encouraging a passion for the arts and crafts, and translating that into excellent framing solutions.

• Teamwork & Collaboration: Working effectively with the framing team and other store associates to achieve common goals.

• Integrity & Accountability: Upholding company standards, ethical practices, and taking ownership of responsibilities.

• Efficiency & Quality: Balancing the need for quick, efficient service with the delivery of high-quality, durable framing products.

Collaboration Style:

• Cross-Functional Integration: The role requires seamless collaboration with the Store Manager and other store personnel to ensure the framing department aligns with overall store objectives and customer traffic flow.

• Team Empowerment: Fostering a team environment where framers feel empowered to provide excellent service and contribute ideas for improvement.

• Open Communication: Encouraging clear and respectful communication within the framing team and with management.

📝 Enhancement Note: Michaels' stated purpose "to fuel the joy of creativity and celebration" likely permeates their culture. For this role, it means fostering an environment where creativity is supported, customer joy is prioritized, and operational excellence enables these outcomes.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Sales and Production: Effectively managing time to both drive sales on the floor and ensure production deadlines are met in the framing shop.

• Team Motivation & Performance: Keeping a team motivated and performing consistently, especially with varying skill levels and customer demands.

• Inventory Management Complexity: Ensuring accurate stock levels for a wide variety of framing materials, mats, and supplies.

• Customer Expectations: Managing diverse customer expectations for custom-designed art framing, which can range from simple to highly complex projects.

• Physical Demands: The role involves standing for long periods, lifting heavy items, and working with specialized tools, requiring physical stamina.

Learning & Development Opportunities:

• Advanced Framing Techniques & Materials: Opportunities to deepen knowledge of custom framing best practices, new materials, and design trends.

• Retail Management Skills: Developing comprehensive skills in sales leadership, team management, inventory control, and financial oversight.

• Customer Service Excellence: Refining skills in consultative selling and resolving customer issues effectively.

• Leadership Development: Gaining experience in managing a department and team, which can be a pathway to broader retail management roles.

📝 Enhancement Note: This role presents a practical challenge of integrating specialized service delivery (custom framing) within a broader retail operational framework. Success requires a blend of people management, sales acumen, and meticulous operational execution.

💡 Interview Preparation

Strategy Questions:

• Operations & Efficiency: "Describe a time you improved a process in a retail or production setting. What was the challenge, what did you do, and what was the result?" or "How would you ensure consistent quality and timely delivery for custom framing orders during peak seasons?"

• Sales & Customer Service: "How do you approach selling a high-value custom service like framing to a customer who may be price-sensitive?" or "Describe a situation where you had to handle a difficult customer complaint. How did you resolve it?"

• Team Leadership: "How do you motivate a team to meet sales targets when individual roles are specialized?" or "Describe your approach to coaching an underperforming team member."

Company & Culture Questions:

• Alignment with Michaels: "Why are you interested in Michaels, and what appeals to you about working in custom framing?" or "How do you align with our company's purpose of fueling the joy of creativity and celebration?"

• Team Dynamics: "How do you foster a collaborative environment within your team and with other store departments?"

• Operational Philosophy: "What are your key principles for managing retail operations and ensuring compliance with SOPs?"

Portfolio Presentation Strategy:

• Quantifiable Results: Prepare 2-3 key achievements that you can present using the STAR method (Situation, Task, Action, Result), focusing on metrics related to sales growth, cost savings, efficiency improvements, or team development.

• Framing Expertise (if applicable): If you have prior framing experience, be ready to discuss your knowledge of materials, design, and the consultative sales process.

• Operational Scenarios: Be prepared to walk through how you would approach a common operational challenge, such as managing inventory levels for framing supplies or addressing a production backlog.

📝 Enhancement Note: Interviewers will likely probe for evidence of leadership potential, problem-solving skills, sales drive, and a strong understanding of retail operations. Being able to articulate past successes with specific examples and quantifiable results will be crucial.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the Michaels careers portal.

• Tailor Your Resume: Highlight experience in retail management, sales leadership, custom services, team coaching, inventory control, and adherence to operational procedures. Use keywords from the job description.

• Prepare Your "Portfolio" of Examples: Be ready to discuss specific achievements using the STAR method, focusing on quantifiable results related to sales increases, process improvements, team development, and customer satisfaction.

• Research Michaels: Understand the company's mission, values, and position in the arts and crafts market. Familiarize yourself with their custom framing services.

• Practice Interview Responses: Rehearse answers to common retail management and leadership interview questions, particularly those related to sales, operations, and team management.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.