Store Manager, Retail & Store Manager

Position Summary

Responsible for achieving expected sales goals across the service labor, parts, and fleet business and providing superior customer service through in-store execution of programs, initiatives and standards. The position is directly responsible for maintaining adequate shop productivity. The Store Manager will recruit, hire, develop, and provide inspirational leadership and direction to the service selling and back shop teams. An individual in this position will be expected to perform additional related job responsibilities as needed and assigned.

This position has been designated as a safety‑sensitive position.

• Maintain overall direction, coordination, and evaluation of direct and indirect reports in compliance with policies, procedures, loss prevention, safety, environmental codes, and laws.
• Direct, instruct, and manage a team of associates, including assigning, supervising, appraising work; rewarding, motivating, counseling, disciplining associates; addressing complaints and resolving problems.
• Responsible for productivity, profitability, work environment, relationships, visual presentation standards, and operational compliance of the store; measured through reporting tools, observations, and Area Director feedback.
• Train and coach service selling associates on “Customer Care Process”, Courtesy Vehicle Inspections (CVIs), and general operation of store systems.
• Keep store staffing and talent at optimal levels to ensure operating efficiency and top service levels. Source key shop (technician) and selling positions regularly in order to have talent readily available for increased staffing and customer needs. Partner as appropriate to interview, hire, demote, and promote candidates.
• Monitor the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety. Largely responsible for the overall day‑to‑day operations of the back shop, ensuring that the service staff complete CVIs and proper service repairs.
• Ensure execution of customer service standards and customer satisfaction programs, and ensure the equitable resolution of customer complaints. Follow all policies and procedures related to cash, credit, check, refund and return policies.
• Follow all policies and procedures related to all point of sale (POS) transactions, inventory integrity, reverse logistics, and purchase for resale parts (OP) procurement and vendor payment practices.
• Partner with the Fleet business team to maintain and build fleet service customer relationships.
• Advise associates, technicians, and customers on tires, parts and service programs.
• Effectively communicate with all store associates, managers, and customers.
• Key holder and responsible for basic and detailed opening and closing responsibilities.
• Other duties as assigned.

• High school diploma or equivalent required.
• One year of experience in automotive service environment.
• Completion of a two‑year college, technical program, or one to three years of service industry experience and a minimum of one year supervisory experience.
• Valid Driver’s License.
• Basic knowledge and understanding of mathematical concepts such as addition, subtraction, multiplication, division, percentages, and fractions; ability to apply formulas to calculate commissions and discounts.
• Previous experience as a work lead or supervisor.
• Judgement and ability to work independently.
• Strong customer service skills.
• Ability to handle difficult customer situations.
• Comfortable utilizing upsell techniques.
• Strong cash handling skills, including POS system use.
• Strong verbal communication skills.
• Demonstrated consistency, accuracy and follow‑through.
• Ability to work Days, Nights, Holidays and Weekends.

• Must be able to lift, carry, and place merchandise and supplies up to 50 pounds without assistance.
• Frequent standing and walking for long periods of time.
• Frequent reaching overhead and below the knees, including squatting, bending, stooping, kneeling, twisting.
• Climb up and down ladders to retrieve and stock merchandise.
• Communicate effectively in person, by telephone, or by using telecommunications equipment.
• Enter and…