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Hat World Inc.

Customization Operations Supervisor

Indianapolis, IN, United States

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Job details

Posting language: English

Original job description

Customization Operations Supervisor

About Our Company

At Lids Sports Group, we don’t just sell hats - we fuel fandom. As the largest licensed sports retailer in North America, we bring sports, fashion, and culture together in more than 1,300 stores nationwide. Headquartered in Indianapolis, Indiana, Lids delivers premium, fan-driven products and unforgettable retail experiences.

Our stores feature officially licensed headwear and apparel from collegiate and professional teams, alongside top brands like Champion, Nike, New Era, Lululemon Athletica, and Mitchell & Ness. We’re also the industry leader in on-demand customization, offering in-store embroidery that turns everyday gear into one-of-a-kind statements.

From specialty concept stores for the NBA and NHL to iconic clubhouse destinations for the Yankees and Dodgers, we create immersive retail experiences that celebrate the teams fans love. Through collaborations with brands like Marvel, Peanuts, and The Walt Disney Company, Lids continues to redefine how fans represent their teams - in style.

Position Summary

The Customization Operations Supervisor provides day-to-day operational oversight of the Digitizing Team, manages key customization partnerships and content initiatives, and works cross-functionally to improve production processes, team performance, service quality, and growth opportunities. The Supervisor establishes clear priorities, reinforces accountability, and brings hands-on customization and production expertise to support the department’s continued development.

Principal Duties & Responsibilities

• Lead, coach, and develop the Digitizing Team, including workload planning, performance expectations, quality standards, and day-to-day team accountability.

• Coordinate with customization partners and vendors, helping ensure strong communication, service levels, quality, and alignment with business needs.

• Support and coordinate customization-related content, including marketing materials, product information, internal resources, and customer-facing content.

• Partner with production and cross-functional teams to identify process gaps, improve workflow efficiency, reduce errors, and strengthen production output.

• Communicate and support opportunities for department growth, expanded capabilities, improved services, and enhanced customer experience.

• Support the development and documentation of standard operating procedures, training resources, and quality-control practices.

• Monitor team priorities, project progress, and operational issues, and recommend practical solutions when needed.

• Provide subject-matter expertise across embroidery, direct-to-garment printing, digitizing, design layouts, and artwork preparation.

• Use reporting and operational data to evaluate performance, communicate trends, and support informed decision-making.

• Promote a collaborative, organized, and continuous-improvement culture within the Customization Department.

Job Required Knowledge and Skills

• Experience supervising a team of multiple employees.

• Working knowledge of customization and production operations, including embroidery and direct-to-garment (DTG) printing.

• Working knowledge of design layouts, artwork preparation, and production-ready creative files.

• Understanding of Microsoft Excel and working knowledge of Microsoft SharePoint.

• Strong organizational, prioritization, communication, and problem-solving skills.

• Ability to set clear expectations, hold team members accountable, and manage multiple priorities in a deadline-driven environment.

• Ability to collaborate effectively with production teams, business partners, marketing teams, and external vendors.

Preferred Qualifications

• Experience working in a production facility or customization environment.

• Working knowledge of Shopify.

• Some knowledge of Pulse embroidery digitizing software or a comparable digitizing platform.

• Experience supporting process improvement, operational reporting, or growth initiatives.

Key Skills and Competencies

• Operational Leadership: Provides clear direction, builds accountability, and develops team capability.

• Organization and Execution: Oversees competing priorities, deadlines, and details with consistency.

• Customization Expertise: Applies practical knowledge of production methods, artwork, digitizing, and design requirements.

• Continuous Improvement: Identifies inefficiencies and implements scalable improvements to processes and workflows.

• Collaboration and Communication: Builds productive relationships across teams and communicates clearly with internal and external partners.

• Growth Mindset: Uses expertise and business insight to identify opportunities that improve department performance and support growth.

What We Offer

• Comprehensive medical, dental, and vision coverage

• Retirement plan

• 100% employer-paid benefits, including short-term and long-term disability, life and AD&D insurance, and an Employee Assistance Program

• Paid Time Off

• Generous employee discount and exclusive perks

• Ongoing career development, including discounted secondary education courses

• A collaborative, innovative, and team-oriented work environment

• Early Wage Access options

• Bonus eligibility depending on position level

Physical Demands & Requirements

• Ability to operate a computer and work with digital systems for extended periods.

• Ability to communicate verbally and visually with internal teams and stakeholders.

• Ability to work in an office or remote environment with frequent task deadlines.

• Ability to occasionally lift and/or move up to 50 pounds.

• Specific vision abilities required by this job include close vision, distance vision and depth perception

• This position requires less than 10% travel

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. For inquiries related to reasonable accommodations, please contact HR@Lids.com.

Work Environment

• Onsite office work environment.

• Standard business hours from 8 a.m. – 5 p.m., flexibility may be provided upon request.

ADDITIONAL INFORMATION

Employment Requirements

Candidates must possess the experience, skills, physical abilities, and qualifications, with or without reasonable accommodation, to perform the essential duties of the role and must be able to meet all applicable employment standards. Being legally authorized to work in the United States is a pre-condition of employment for this position. Current or future employment-based visa sponsorship is not available for this role.

Equal Employment Opportunity

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Notice to Applicants

In connection with your application, we collect information that identifies, reasonably relates to, or describes you (“Personal Information”). The categories of Personal Information we collect include your name, email address, mailing address, other contact information, employment history, and educational history. We collect and use this information for human resources and business management purposes, including identifying and evaluating candidates for employment or future contract opportunities, and maintaining recruiting and hiring records.

Need Accessibility Assistance?

Applicants who require accessibility assistance to submit an employment application may email hr@lids.com. A member of our Talent team will respond as soon as reasonably possible. This email address is only for individuals seeking reasonable accommodation when applying for a career at Lids.

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More about this job

Skills

Production processes
Communication skills
Workflow
Customer experience
Documentation
Quality control
Reporting
Decision making
Process improvement
Microsoft Excel
Microsoft SharePoint
Prioritization
Problem solving
Shopify
Leadership
Collaboration

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Work requirements

Jobs in the United States