Shop Service Manager, Fremont

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Posted Date
08-04-2022
Job ID
25653
Job Function
Retail Management
REI City
Fremont
REI State
California
REI Location
Fremont
Remote Eligible
No
Please visit the Covid-19 Hiring Updates before applying
What's cool about this job
REI is committed to becoming a fully inclusive, antiracist, multicultural organization. To fulfill our brand promise of enabling a life well-lived outside for everyone, we are seeking candidates who demonstrate shared values of diversity, equity, inclusion, and antiracism. 

Are you a bold leader? Do you thrive in the outdoors? Are you ready to lead and coach a dedicated teams to reach organizational goals? Bring your leadership skills to REI and help us strengthen our co-op by promoting the REI culture within the co-op and evangelizing our brand to our external customers. We pride ourselves on living our values and we look to our store leadership teams to deliver on that promise.

The Bike & Snow Shop Service Manager [SSM] is a key member of the retail store leadership team. The SSM directly supervises the shop team and drives the shop program to deliver a best-in-class shop customer experience and is responsible for delivering shop business results and achieving service goals. This role is directly responsible for building and leading the shop team, shop production management, shop facilities management, and shop workforce management [hiring, training, coaching, recognition, and performance management].The SSM partners closely with the Store Manager and regional Shop Coordinator to develop and deploy store level shop strategy and tactics.

  • Partners with Store Manager to build accountability for driving business objectives of employee engagement, customer satisfaction, and promoting co-op membership through strong ownership of leading the customer and employee experiences.
  • Proactively recruit and hire a diverse, technical workforce and ensure an inclusive environment for shop employees. 
  • Train, certify and build an engaged team of technicians to carry out shop service functions and provide excellent customer service.
  • Coordinate production and manage throughput of shop work to meet customer demand and REI expectations. 
  • Skillful in understanding and applying prescriptive and adaptive leadership to meet the needs of both employee and customer experience
  • Identify and implement ways to improve the shop customer experience and shop workflow by continuously increasing productivity while maintaining or improving quality.
  • Partner closely with the Store Manager and regional Shop Coordinator to develop and deploy store level shop strategy
  • Act as liaison between member/customer, store team, REI headquarters and manufacturers on resolving highest-level service and repair problems.
  • Ensure shop equipment is maintained, organized and accessible for safe and reliable operation.
  • Drive awareness of REI’s shop program through community engagement.

Bring your passion and expertise
  • 3+ years of successful retail management experience.
  • Successful completion of required training/certifications in role.
  • 2-4 years previous bike and/or snowsports shop experience or equivalent/transferrable skills
  • Demonstrate dynamic leadership skills with the ability to lead, train, motivate, and develop future leaders.
  • Demonstrated ability to set standards and hold team members accountable.
  • Excellent problem-solving ability.
  • Effective communication skills.
  • Commitment to providing outstanding customer experience.
  • Ability to understand and drive shop KPIs through strategy deployment, employee training, employee engagement and customer experience.
  • Builds capacity of individuals and teams through effective employee development, involvement, communication, and leading from the front. 

REI hires, trains, and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.  We remain deeply committed to making the Co-op a place where everyone can feel safe and be themselves. Join us. 
 
At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

NEW YORK CORRECTION LAW
ARTICLE 23-A, Section 753
LICENSURE AND EMPLOYMENT OF PERSONS PREVIOUSLY CONVICTED OF ONE OR MORE CRIMINAL OFFENSES

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.