Store Manager: WOW Customer Service & Operations Lead

Reports to: Senior Manager or Assistant General Manager or General Manager Supervises: Assigned Department Leads, Assistant Manager, and Staff Compensation: $25-33 an hour, non-exempt position. Specific starting wages are dependent on location and experience. As a part of the management team, a Manager works directly with the General Manager and the Management Team, to ensure the day-to-day management and operation expectations of the store are being met, including but not limited to reviews, hiring, scheduling, payroll and terminations. A Manager is a leader and must have the ability to make informed decisions, problem-solve and effectively manage the store as a Manager on Duty (MOD). A Manager is a positive leader who contributes to the overall morale of the store, and they continuously work to uplift their staff and the store. They understand what makes Sports Basement awesome and unique. A Manager will have oversight of one large department or multiple smaller departments, including department staff to oversee and typically has one additional area of responsibility. What you'll do Apply Core Values Responsible for working with the management team to complete daily operations Demonstrates “ok is not ok” and actively seeks out improvement opportunities for their assigned departments and personal leadership Demonstrates the ability to delegate and give clear instructions to their store staff and holds their team accountable to working efficiently to complete daily tasks and store operations. Ability to effectively communicate both written and verbally to all levels of the business. Provides support to the sales floor during peak periods or when the need arises. Understands the charm of Sports Basement, creating a positive and fun vibe that elevates the customer and staff experience Customer Service Able to provide outstanding (WOW) customer service, ensure all level 1-3 staff are providing excellent customer service and providing feedback in the moment when standards are not being met. Ensures all staff are trained and implementing SB tools to create WOW experiences Proficient in most departments and able to provide excellent on-the-spot customer service. Responds to high-level situations or difficult customers throughout all departments and knows when to involve the the Assistant General Manager or General Manager. Effectively implements and sets expectations for SB's Security Policy. Product Management Identify merch priorities for their department based on business culture and strategically plan daily, weekly, monthly, and seasonal workload for staff. Works with the General Manager to determine department goals, maintain cleanliness & organization, create aesthetic appeal and monitor inventory management. Communicates with Buyers to improve product management. Works with the department staff, and Merchandising Team, to ensure product is getting out in a timely manner and works with other MODs to ensure all incoming product is merchandised efficiently and effectively. Staff Experience & Development Maintain open communication; staff across all levels find you approachable and are comfortable coming to you with questions, concerns or issues. Actively work to support diversity and inclusion in your store Proactively manage assigned department staff by conducting training, writing achievable review goals, and assisting staff in their development Is aware of all training resources and utilizes them to keep up to date with all company training for self and assigned department staff Business Experience Stays up-to-date with all company information and quickly implements all initiatives Understands Payroll pars and aligns with the Store’s Payroll goals Partners with Assistant General Manager or General Manager to utilize reports and other tools to make decisions to impact performance/sales positively Identifies assigned department staffing needs, reviews applications, interviews and hires effectively (with GM approval), keeping diversity and inclusion efforts top priority Experience with all HR, scheduling tools, rentals systems and business tools Participates in marketing conversations and champions impactful events for the store Qualifications Previous retail or industry experience Recent experience as a Manager, Lead or Shift Supervisor (10+ staff members) A proven track record of providing constructive feedback based on performance and able to set daily and weekly tasks lists for staff Exposure to goal planning and driving a team to achieve increased sales and service Able to create that WOW experience for every customer Strong verbal and written communication with customers, and staff Experience in identifying staffing needs, and recruiting and a diverse team Internal Candidates: Experience using all HR, scheduling tools, rental systems and business tools: including but not limited to Google Docs, Paycom, Shopify, POS systems, Winterstieger, Sales Saver, Lightspeed and Fiori that are pertinent to their role About Sports Basement Since 1998, Sports Basement has been more than a sporting goods store - we're a community hub offering the best brands at Basement prices, with giving back baked into our DNA. What started as a weekend-only shop in a San Francisco warehouse has grown into multiple fully stocked Bay Area locations, several newly opened Southern California stores, in-house snow and bike shops, a thriving rentals program, and a robust ecommerce website at sportsbasement.com . We've come a long way, and we couldn't be prouder of the company we've become. Our Mission We're here to help our communities shine a little brighter, live a little greener, and make the outdoors more fun and accessible for everyone. Because your gear is more than just stuff, and we're more than just a store. Our Core Values A lot of companies say they care about customers, community, and the environment. We do too - but what sets us apart is how we actually live those values every day. A few principles that guide us: Economical vs. Extravagant Proximity vs Productivity O.K. is not O.K. Creativity before efficiency Autonomy before rules YES! vs. NO Safety before speed Sports Basement offers competitive wages with real opportunities for advancement. Starting pay varies by location and experience - but the perks go well beyond the paycheck: Full health, dental, and vision coverage (full-time staff) Profit-sharing bonus pool 40% off our already low prices — for life (after 2,000 hours worked) A fully stocked kitchen with free breakfast, lunch, and/or dinner A free flight for every year-equivalent of hours worked Free skiing, camping, and biking trips through our Out of the Basement program Free use of rental gear 40% reimbursement on out-of-pocket costs for individual sports activities #J-18808-Ljbffr Sports Basement