Operations

• Create and maintain work schedules across retail stores, ensuring all shifts are covered.
• Coordinate PTO/STO requests with the HR team and arrange replacements across locations to guarantee uninterrupted customer service.
• Act as a point of contact for escalations when office leads or store managers are unavailable.
• Ensure timely documentation of incidents and escalations in internal systems.
• Resolve complex or unusual customer cases, especially those related to subscriptions and bikes (verification, payments, cancellations, exchanges, technical issues).
• Assist in the rollout of new initiatives, product launches, or system updates across store locations.
• Monitor compliance with checklists and uphold hygiene and cleanliness standards at all locations through regular photo-based inspections.
• Conduct mystery shopper checks to evaluate service quality and adherence to company standards.
• Monitor performance metrics, compile reports, and follow up on the implementation of new processes.
• Collaborate with cross-functional teams on process improvements and documentation updates.

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