Store Manager In Training

A Brief Overview

Store Managers-in-Training (SMiT) are aspiring leaders focused on obtaining the skills needed to guide team members and ensure the operation's success by implementing strategies and adhering to best practices. Collaborating with the Store Manager, they will learn to oversee the store and foster a culture of high performance and engagement. They will become adept at managing daily operations through a team approach, aiming to achieve their store's business objectives. By working closely with the Store Manager, they will develop a methodical approach to operations, consistently determining which strategies to employ to drive results. To maintain customer focus and boost sales, they will learn to cultivate an engaging environment and deliver outstanding customer experience. Store Managers-in-Training are responsible for holding team members accountable and consistently meeting customer expectations. They need to prepare for the future by identifying, developing, and retaining talented teams that include Technicians and Repair Specialists. Success in this role requires being an effective communicator, a strong team builder, and a good collaborator. They must carry out the company's best practices and processes and be flexible and adaptable as Safelite's business model evolves.

People Leadership

• Partner with the Store Manager on the full cycle of talent fundamentals, including hiring, onboarding, coaching, training, development, performance management, termination, culture and engagement of their team.
• Evaluate current capabilities, identify gaps, and prioritize assignments for Repair Specialists and Technicians.
• Provide regular coaching and development that focuses on recalibrations, productivity, quality, NPS and VAPs.
• Create a rewarding and positive work environment that encourages the retention of associates. Identify and address any barriers to retention, including managing associate work-related concerns.

Operational Management

• Support the execution of annual plans for a store by partnering with the Store Manager, delegating through the team and ensuring alignment with the district direction.
• Quantify business outcomes (i.e. revenue, NPS, job completion rate, time to serve, wiper sales, quality, profitability, COE, associate retention and engagement).
• Responsible for all aspects of the store operations and management, including but not limited to safety, facility management, inventory management, timecard management/records and process/policy compliance.

Customer Experience

• Build a culture that prioritizes driving a great, memorable, and easy customer experience.
• Maintain and address all customer service metrics (e.g., NPS).
• Identify and remove barriers and obstacles where necessary.

Internal Collaboration

• Work across organizational boundaries to achieve results, frequently collaborating with critical colleagues such as the store managers, warehouse managers, dispatchers, and field service representatives.

Operational Best Practices

• Implement best practices from the playbook in their store and hold others accountable to do the same.
• Address challenges and remove obstacles to best practices.

Education Qualifications

• Bachelor's Degree or equivalent practical experience

Experience Qualifications

• 4-6 years leadership and supervision experience

Skills and Abilities

• Ability and willingness to work at multiple locations within a district
• Ability to travel up to 5%
• Proficiency with Microsoft Office, web applications and general office equipment

Physical Requirements

• Ability to work from the Store location
• The ability to operate a company vehicle safely and courteously, adhering to all Company policies and procedures relating to safety
• Ability to satisfy all Personal Protective Equipment (PPE) requirements as outlined in the Field Supplemental Handbook (e.g., nitrile gloves)
• Ability to occasionally lift windshields, up to 35 pounds

Talent & Retention

• Builds trust through intentional relationship building and curiosity
• Engages team to create a positive environment, motivated to win
• Fosters an inclusive team that promotes safety and wellbeing
• Assesses and selects talent, understanding the impact of talent decisions
• Continuously assesses talent and invests in team development
• Continuously coaches with candor for ongoing progress; making talent decisions with pace
• Remains flexible and adaptable, championing a dynamic and changing environment

Knowing the Business

• Learns Safelite’s growing business model and collaborates with peers
• Makes agile decisions to execute action plans, achieving set goals and objectives
• Prioritizes team safety, health & wellbeing to ensure sustainable business growth

Focus on the Customer

• Buils strong customer rapport, anticipating customer needs
• Delivers exceptional customer experience
• Resolves issues swiftly, displaying situational adaptability

Managers Complexity

• Execute standard processes to enhance team performance
• Consistently leverages data and experiences to solve problems effectively & efficiently
• Adapt processes as needed for effective execution while adhering to policies and procedures

Delivers Results

• Prioritizes team by ensuring they have the knowledge, resources and tools to achieve their goals
• Delegates tasks effectively and removes obstacles to achieve results
• Holds self and others accountable to deliver results

Self-Development

• Applies growth mindset investing in own development
• Actively seeks and incorporates feedback to enhance abilities and effectiveness
• Demonstrates resilience in the face of challenges