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Shop Operations Manager

2 months ago


Birmingham Alabama, United States REI (Recreational Equipment Inc.) Full time
Job Summary

We are seeking a highly skilled and experienced Shop Supervisor to join our team at REI Co-op. As a key member of the store Management Team, you will be responsible for driving the shop program to deliver a best-in-class customer experience, while also achieving service goals and business results.

Key Responsibilities
  • Lead the Shop Team: Partner with the Store Manager to build accountability for driving business objectives of employee engagement, customer satisfaction, and promoting co-op membership through leading the customer and employee experience in shop service.
  • Talent Acquisition and Development: Proactively recruit and hire (internal and external) talent to maintain appropriate levels of trained employees to meet shop business need.
  • Training and Certification: Train, certify, and build an engaged team of technicians to carry out shop service functions and provide excellent customer service.
  • Scheduling and Productivity: Write a shop staff schedule, with consideration of labor guidance, that supports the current business trends and needs, and maximizes service across operating hours.
  • Quality and Risk Management: Identify and implement ways to improve the shop customer experience and shop workflow by continuously increasing productivity while maintaining or improving quality.
  • Employee Development and Engagement: Build a diverse technical workforce and ensure an inclusive environment for shop employees.
  • Leadership and Initiative: Demonstrate initiative and productivity, lead Shop Mechanics, Service Advisors, and store staff.
  • Business Initiatives: Support REI's shop and membership programs by understanding, advocating for, and implementing business initiatives.
  • Performance Evaluation: Evaluate Shop Mechanic job performance and deliver timely check ins/reviews.
Requirements
  • 2-4 years retail management experience preferred
  • 2-4 years previous bike and/or snow sports shop experience or equivalent/transferrable skills
  • Demonstrated leadership skills, with the ability to lead, train, motivate and develop staff
  • Commitment to providing outstanding customer services