Shop Service Leader – Outdoor Gear & Bikes

Recreational Equipment, Inc.; Westbrook (ME); On-site; USD 35,000 - 44,000; Full time

Benefits offered by this job

Employee discount

Health benefits

Retirement savings plan

Accrued time off

Job summary

REI Co-op in Westbrook, ME is seeking a Shop Service Manager to lead the shop team and drive the shop program. You will guide frontline staff to deliver best-in-class customer experiences, manage shop operations, and coordinate with headquarters and manufacturers to meet service goals.

The role requires 3+ years of retail management, bike/ski shop experience or transferable skills, and required certifications.

Qualifications

• 3+ years of successful retail management experience.
• 2-4 years of bike and/or ski shop experience or transferable skills.
• Completion of required certifications in the role.
• Sets standards and holds team members accountable to service goals.
• Strong relationship builder with internal and external stakeholders.
• Demonstrates business understanding, innovative thinking, and sound judgment.
• Delivers high-quality work by setting goals and priorities.
• Open to feedback and different viewpoints to support the business.

Responsibilities

• Drive business channels by owning and leading the customer and employee experience.
• Handle training, coaching, recognition, and performance management.
• Recruit and hire a diverse, technical workforce.
• Train, certify, and build engaged teams to carry out shop service functions.
• Manage the throughput of shop work to meet customer demand and REI expectations.
• Drive 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 Store Manager and Regional Shop Specialist.
• Builds teams through effective employee development, involvement, and communication.

Skills

Retail management

Team leadership

Employee development

Customer service

Communication

Job description

REI Co-op in Westbrook, ME is seeking a Shop Service Manager to lead the shop team and drive the shop program. You will guide frontline staff to deliver best-in-class customer experiences, manage shop operations, and coordinate with headquarters and manufacturers to meet service goals.

The role requires 3+ years of retail management, bike/ski shop experience or transferable skills, and required certifications.