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Customer Experience Operations Manager

1 month ago

Palm Springs, California, United States Trek Bicycle Full time
Service Manager

A bit about us: At Trek Bicycle, we build products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you're on our team, you're taken care of, encouraged to learn and grow, and given lots of opportunities to do so.

Trek Store Palm Springs is a place where you can experience an awesome work environment with amazing benefits for all employees. We value flexibility and fun in our company culture.

Job Description

The Service Manager is the operations lead for the store's Service Center, accountable for workflow, staffing of mechanics, and KPIs to ensure every customer has the best experience. As the primary service advisor at the shop, you'll integrate the sales and service experience while holding your team accountable for delivering Trek's signature hospitality.

You'll train your team, engage with customers to recommend services, manage and control service costs, keep service orders organized, ensure a clean and efficient department, and take an active lead in ensuring the right bikes are built and delivered to the sales floor and your customers.

This role requires someone with high energy, a constant learning engine, and great communication skills to manage all communication from the Service Department to customers and write over 50% of the work orders for the shop.

What You'll Bring to the Team
  • A positive attitude and motivation to help every customer find what they need
  • Fantastic hospitality-a warm, approachable manner, great listening skills, and a drive to help in any way you can-even on the toughest, busiest days
  • Great leadership skills and the ability to motivate and develop future leaders
  • Ability to plan effectively and stay a step ahead of your shop's needs
  • 3+ years of bicycle service center experience
  • A commitment to delivering the best possible experience for every customer
  • An active learning engine and willingness to attend Trek Service classes in Waterloo, WI
  • Proactive approach to staying up to date on industry changes and trends
Compensation Range

Estimated hourly rate: $60-$80 per hour. Our competitive health care options include PPO & HDHP medical plans, dental insurance, vision insurance, flexible spending accounts, free life insurance, and optional term life insurance.

Trek Benefits
  • Flexible and fun company culture
  • Competitive health care
  • PPO & HDHP medical plan options, dental insurance, vision insurance
  • Flexible Spending Accounts (FSA)
  • Free life insurance & optional term life insurance
  • Competitive vacation package
  • 401(k) with match and Employee Stock Ownership Plans (ESOP)
  • 12 weeks of maternity leave with 100% pay
  • Paid company holidays
  • Tuition Reimbursement up to $15,000 (Undergraduate & Masters programs)
  • Employee discounts on all product
  • Deep partner retail discounts

We are an Equal Employment Opportunity (EEO) Employer and an E-Verify employer. We strictly prohibit discrimination based on protected characteristics.