Store Manager: KPI-Driven Customer Service Leader

Safelite; Springfield (MA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive weekly pay

Bonus opportunities

401(k) with company matching

Medical coverage plans

Paid time off and holidays

Tuition reimbursement

Job summary

Safelite in Springfield, MA is seeking a Store Manager to lead daily retail operations with a focus on quality and service. You will supervise staff, manage cash and inventory, and uphold safety standards to ensure a memorable customer experience.

You will drive performance to meet KPIs such as NPS, time to serve, and conversions, while ensuring technicians are SafeTech certified and delivering high-quality installs or repairs. Excellent communication and field leadership are essential.

Qualifications

• High School Diploma/GED/Equivalent OR 5-7 years leadership/supervisory experience.
• 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.

Responsibilities

• Oversee the daily operations of the store, including open/close, work orders, CICO, customer service, staffing, scheduling, inventory, and cash handling.
• Drive team performance to meet KPI targets and company goals (NPS, Time to Serve, conversions, quality metrics) and regulatory compliance.
• Ensure technicians are SafeTech certified and perform quality installs/repairs through training and coaching.
• Guide vehicle/equipment maintenance and recordkeeping; collaborate with marketing for materials display.
• Provide world-class customer service by responding quickly to client complaints/warranty issues.
• All other duties as assigned.

Job description

Safelite in Springfield, MA is seeking a Store Manager to lead daily retail operations with a focus on quality and service. You will supervise staff, manage cash and inventory, and uphold safety standards to ensure a memorable customer experience.

You will drive performance to meet KPIs such as NPS, time to serve, and conversions, while ensuring technicians are SafeTech certified and delivering high-quality installs or repairs. Excellent communication and field leadership are essential.