Shop Service Manager, Bike & Snow
About The Position
REI Co-op is seeking a Shop Service Manager (SSM) to direct the shop team and lead the shop program. The manager guides the team, delivers high-quality shop customer experiences, and works to achieve service goals. The role oversees shop production, facilities, and workforce management, and serves as a liaison among members and customers, the store team, REI headquarters, and manufacturers. The Shop Service Manager drives customer and employee experience, develops and manages the team, and oversees shop workflow and service quality. The role also maintains safe, reliable shop equipment, builds community awareness of REI’s shop program, and works with the Store Manager and Regional Shop Specialist to develop and deploy store-level shop strategy.
Requirements
- 3 or more years of successful retail management experience.
- Successful completion of required training and certifications for the role.
- 2–4 years of previous bike and/or ski shop experience, or equivalent transferable skills.
- Ability to set standards and hold team members accountable to service goals.
- Enjoys communicating and building relationships inside and outside the organization.
- Uses business understanding, innovative thinking, and sound judgment to solve problems.
- Produces quality work by setting effective goals and establishing priorities.
- Open to feedback and other viewpoints in support of the business.
Responsibilities
- Lead business channels by owning and guiding the customer and employee experience.
- Handle training, coaching, recognition, and performance management.
- Recruit and hire a diverse, technical workforce.
- Train, certify, and develop engaged teams to perform shop service functions.
- Manage shop-work throughput to meet customer demand and REI expectations.
- Improve workflow productivity while maintaining or improving quality to meet customer needs.
- Keep shop equipment maintained, organized, and accessible for safe and reliable operation.
- Build awareness of REI’s shop program through community engagement.
- Develop and deploy store-level shop strategy with the Store Manager and Regional Shop Specialist.
- Build teams through employee development, involvement, and communication.
- Act as a liaison among members and customers, the store team, REI headquarters, and manufacturers.
Benefits
- Employee discount
- Access to health benefits
- Retirement savings plan
- Accrued time off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
