Partner with the Store Manager to build accountability for driving business objectives of employee engagement, customer satisfaction, and promoting co-op membership through leading the customer and employee experience in shop service. Proactively recruit and hire (internal and external) talent to maintain appropriate levels of trained employees to meet shop business need. Train, certify, and build an engaged team of technicians to carry out shop service functions and provide excellent customer service. Coordinate production, manage throughput, and execute shop service work to meet customer demand and REI expectations. Write a shop staff schedule, with consideration of labor guidance, that supports the current business trends and needs, and maximizes service across operating hours. Identify and implement ways to improve the shop customer experience and shop workflow by continuously increasing productivity while maintaining or improving quality. Manage risk to REI by ensuring all shop employees are trained and certified to the level of work they perform and ensure all work meets REI and manufacturer quality and safety specifications. Build a diverse technical workforce and ensure an inclusive environment for shop employees. Demonstrate initiative and productivity, lead Shop Mechanics, Service Advisors, and store staff. Support REI’s shop and membership programs by understanding, advocating for, and implementing business initiatives. Evaluate Shop Mechanic job performance and deliver timely check ins/reviews. Model quality shop service work and productive work behaviors. Conduct regular audits/quality control checks of. Qualifications:2-4 years retail management experience preferred 2-4 years previous bike and/or snow sports shop experience or equivalent/transferrable skills. Demonstrated leadership skills, with the ability to lead, train, motivate and develop staff. Commitment to providing outstanding customer services Closing.