Store Manager - Customer Experience & KPI Leader

City Auto Glass, inc.; Baltimore (MD); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

401(k) with company matching

Medical coverage plans

Paid time off (PTO)

Tuition reimbursement

Job summary

Safelite Group, Inc. is seeking a Store Manager to lead daily store operations, focusing on service quality and an exceptional customer experience.

You will oversee open/close processes, scheduling, inventory, and cash handling while driving KPI performance and maintaining safety standards. The role requires strong leadership, 3+ years in retail or service centers, and a commitment to professional appearance and external weather readiness.

Qualifications

• High School Diploma/GED/Equivalent OR 5-7 years leadership/supervisory experience, preferred.
• Valid state-issued driver’s license required.
• 3+ years of leadership experience with an innovative approach toward incenting performance.
• 3-5 years of experience in retail or service center environments; automotive experience preferred.
• Proficiency with Microsoft Office Suite, web applications, and general office equipment.
• Excellent communication skills with the ability to influence, persuade, engage and have crucial conversations with a mobile workforce.
• Comfort working outside in a variety of weather conditions.
• Present a professional appearance and wear personal protective equipment.
• Physical requirements: lifting and carrying up to 35 lbs. for short periods, working at elevated heights, remaining on your feet for extended periods.

Responsibilities

• Oversee the daily operations of the store, including open/close, work order management, CICO procedures, high levels of customer service, staffing and scheduling, inventory management and cash handling.
• Drive team performance to meet or exceed KPIs and company goals, including Net Promoter Score, Time to Serve and quality metrics.
• Ensure technicians are SafeTech certified and deliver quality installs or repairs through coaching and training.
• Provide guidance on vehicle and equipment maintenance and recordkeeping, collaborating with marketing for material displays as needed.
• Provide world-class customer service by addressing client complaints and warranty issues promptly.
• All other duties as assigned.

Skills

Leadership

Customer service

Communication

Problem solving

Coaching

Education

High School Diploma/GED/Equivalent

Tools

Microsoft Office

Job description

Safelite Group, Inc. is seeking a Store Manager to lead daily store operations, focusing on service quality and an exceptional customer experience.

You will oversee open/close processes, scheduling, inventory, and cash handling while driving KPI performance and maintaining safety standards. The role requires strong leadership, 3+ years in retail or service centers, and a commitment to professional appearance and external weather readiness.