Overview REI Co-op is united around discovering, building and celebrating better ways of working in this world, all so that folks can find and pursue a love of the outdoors. When you work for the co-op, you do your best work with the support to live your best life. And you play a part in shaping the future of the outdoors, for people and our planet. Our team seeks a Shop Service Manager (SSM) to direct the shop team and drive the shop program. You guide teams from the front! You will deliver best-in-class shop customer experiences and achieve service goals. You build and guide the shop team, shop production management, shop facilities management, and shop workforce management. Act as liaison between member/customer, store team, REI headquarters, and manufacturers. Ready to discover better with us? Responsibilities and Qualifications How you will be successful: 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. Bring your passionate, authentic self. We lead with our values, and we are creating a culture that inspires and enables everyone to bring their whole self and their highest ambitions to work every day, so that we can achieve more outside together. Join us in seeking, creating and building new ways to work. Your qualities: 3+ years of successful retail management experience. Successful completion of required training/certifications in the role. 2-4 years of previous bike and/or ski shop experience or equivalent/transferable skills. Sets standards and holds team members accountable to service goals Enjoys communicating and building relationships, both inside and outside the organization. Uses business understanding, innovative thinking, and sound judgment to solve problems. Produces quality work by setting effective goals and establishing priorities. Open to feedback and other viewpoints in the spirit of supporting the business. Closing At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity - that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn. Pay Transparency We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors. REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile. Pay Range $32.93 - $41.19 per hour