ABOUT US:

The Pro’s Closet Inc. (TPC) is the world’s largest and most trusted brand for pre-owned bikes. We purchase new and pre-owned bikes and accessories from manufacturers, retailers, and individuals. Each bike undergoes a rigorous Certified Pre-Owned inspection and top-to-bottom service to ensure every bike is delivered in next-to-new condition. Our innovative Buyback Guarantee gives customers full transparency by offering guaranteed trade-in values for 18 months after purchase. With hundreds of bikes to choose from, we offer the world’s largest and most diverse selection of high-quality road, mountain, gravel, cyclocross, triathlon, and e-bikes, as well as a full line of parts, accessories and apparel. We are experiencing phenomenal growth, and on the lookout for highly talented, like-minded people who want to take part in our mission: to change the way people buy and sell bikes. 

WHAT SETS TPC APART:

We are committed to building a great company and we believe this starts with great people and a great company culture. Each individual has a key role to play in TPC’s success, but we all work as one team dedicated to constant improvement and efficiency. We welcome making mistakes and learning from them.

Our structure allows you to take responsibility and shape the company for the better and be recognized for it. From top to bottom, we adhere to core beliefs in transparency and openness. We love to work hard, but always leave time to ride bikes.

 

ABOUT THE JOB:

The Pro’s Closet is seeking a Director of Retail Operations, to lead the expansion of the customer experience into the omni-sales and service environment. You will report to our VP of Strategic Initiatives and support the prototype, deployment, and expansion of TPC’s ‘in real life’ strategy. In this role, you will establish day-to-day retail, curbside, and courier best practices with the objective of driving topline revenue and building profitable, long-term customer relationships.  You will provide a critical feedback loop that will influence and improve the overall site-to-store and/or site-to-door experience.  

This is an exciting opportunity to collaborate across nearly all enterprise functions, and to implement  profit-optimized, revenue accretive operations at the retail level. You’ll take the best of the TPC ‘Ride Guide’ experience and replicate it in new markets. To be successful in this role, you have a strategic mindset and consider yourself a ​​tenacious decision maker with an intense focus on achieving both short and long term goals. Most importantly, you have experience opening multi-unit retail operations at scale, with a deep understanding of the systems, people, and project management skills required.

 

WHAT YOU’LL DO:

  • Establish, expand and continuously develop the TPC retail team, while leading the day-to-day retail operations in support of both short and long-term revenue, profitability, customer traffic and employee and customer satisfaction objectives
  • Support the Vice President of Strategic Initiatives to shape the transformational strategy to extend the TPC brand into the physical space. This includes the prototyping of a retail ‘company store’ at TPC Louisville, and supporting the extension of best practices to multiple, nation-wide locations over the next 3-5 years, including curbside pickup/dropoff, and courier service
  • Manage the core retail labor model, ensuring better-than-industry standard productivity and optimized profitability in TPC stores
  • Hire the team to execute the vision, and then manage them to success, guiding and mentoring along the way
  • Partner with Analytics, Customer Experience and Operations peers, to execute cross-functional strategies, ensuring the continuous improvement of the TPC customer experience and enhanced brand awareness
  • Partner with Purchasing, Planning and Marketing, to shape effective location-based retail assortments optimized for revenue, margin and turn, influencing both proactive and reactive supply
  • Consult with Facilities and some external contractors to shape TPCs owned physical space, balancing cost and productivity
  • Collaborate with Learning and Development, to establish scalable practices for all aspects of TPC retail sales and service
  • Monitor and communicate critical retail success metrics and strategic milestone achievement, both upward to the Executive Team and outward to the greater TPC team

 

ABOUT YOU:

  • 5+ years multi-unit retail leadership experience, including leading store openings at scale
  • 3+ years directly leading retail sales and service teams
  • Experience with outdoor retail preferred, but not required
  • Strong customer focus, experienced in innovating and delivering a world class experience in an omni-channel environment
  • You are a humble leader who can successfully establish a strong, supportive and empowered work environment within your team, and support an organization-wide culture where people can do their best work
  • You have a proven track record of supporting strategic efforts, including establishing effective governance structures, cross functional stakeholder identification, and executive and organizational reporting
  • Possess strong relationship-building skills and experience working closely with cross-functional partners to influence strategic agendas and operationalize key initiatives
  • Have a demonstrated ability to manage and prioritize multiple tasks and projects and adapt to a changing environment
  • Strong critical thinking and business curiosity, including strong analytical, quantitative, and creative problem-solving skills, as well as the ability to work with complex data to drive decisions
  • You have the ability to balance a future-focused mindset coupled with a bias for action and sense of urgency
  • TPC requires employees to be fully vaccinated for COVID-19 for in person work and company events as required by your role, unless you qualify for an exemption allowable under the law

 

THE PERKS OF WORKING AT TPC:

  • Salary Range: $120-160k/annually, depending on experience
  • 3 weeks paid vacation, 6 paid holidays, 3 floating holidays, and a paid day off on your birthday
  • 100% medical, dental, vision benefits, with a 60% dependent contribution
  • Company paid disability and life insurance
  • 401k with generous company matching
  • Stock options: we’re all owners!
  • A fun, relaxed, and flexible work environment
  • WFH Flexible: Some of the team is remote, but office in Louisville has flex space
  • Weekly all-hands company meeting keeps you engaged and connected to the business and your team members 
  • A culture of transparency with regular updates on company performance 
  • Group rides and amazing industry discounts

The Pro’s Closet is an Equal Employment Opportunity (EEO) employer and is committed to creating and celebrating a diverse work environment. We hire solely on the basis of qualifications, merit, and business need, without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

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