Store Manager

Graham Auto Repair is a local, family-owned, independent automotive repair business with two locations and a steadfast commitment to high-quality craftsmanship, continuous professional growth, and doing right by our neighbors and our team.

Our core values guide every interaction, workflow, and customer touchpoint:

- Do the Right Thing

- Make Quality Personal

- Blameless Problem Solving

We are seeking a proven, results-driven Store Manager who knows how to coach people, build accountability, optimize shop performance, and create an exceptional customer experience.

The selected candidate will complete our structured six-month management development program , gaining hands-on experience across service advising, shop production, and operating standards with training at both locations before stepping into full independent store leadership responsibilities.

This Role Is Built for You If...

- You lead with calm clarity, not ego: You hold high standards and genuine respect together. You address gaps early and directly with solutions; never drama, blame, or intimidation.

- You coach people to win: You develop advisors and technicians through regular one-on-ones, constructive feedback, and consistent follow-through.

- You treat sales as customer education: You guide advisors through transparent estimate presentations, DVI (Digital Vehicle Inspection) adoption, and overcoming objections without high-pressure tactics.

- You solve root causes: When numbers dip or bays stall, you look past symptoms to diagnose the workflow and fix the underlying process.

- You embrace learning from the inside out: You value spending your first six months rotating between both shops to master our systems, people, and standards before running your own store.

Key Responsibilities

1. Lead, Coach, and Develop People

- Establish clear, transparent performance expectations and maintain team-wide accountability across advisors and technicians.

- Conduct regular, structured one-on-ones, providing clear feedback, measurable goals, and consistent follow-through.

- Foster a healthy team culture centered on ownership, collaboration, and continuous improvement, addressing performance concerns promptly and constructively without drama or ego.

- Spend dedicated daily time on the front counter observing interactions, coaching advisors in real time on objection handling, phone skills, and customer discovery.

2. Drive Sales, Financials & Front-Counter Performance

- Assume direct accountability for overall store profitability, top-line revenue, parts/labor gross margins, customer retention, and technician productivity.

- Coach the service counter to hit key benchmarks: Average Repair Order (ARO), DVI close rates, maintenance penetration, and disciplined outbound follow-up on declined repairs and rate-shopper calls.

- Ensure consistent execution of GAR’s sales process: structured discovery, transparent estimating, and low-pressure, educational DVI presentations using visual media.

- Monitor operational KPIs, pinpoint root causes behind performance gaps, and execute data-backed corrective action plans.

- De-escalate sensitive customer issues and complex estimate reviews with poise, fairness, and a blameless approach.

3. Lead Store Safety, Operations & Facility Excellence

- Production & Workflow Management: Manage the master schedule, technician dispatching, parts ordering, and bay workflow to maximize daily labor efficiency.

- Shop Coordination: Build seamless daily communication and mutual respect between service advisors and repair technicians to prevent production bottlenecks.

- Quality Assurance: Enforce rigorous quality-control benchmarks and standards for customer vehicle handoff.

- Customer Shuttle Operations: Operate company courtesy shuttle as needed to ensure safe, dependable customer transit.

- Direct the Store Safety Program: Oversee safety compliance across the facility, conduct regular safety walks/audits, lead shop safety meetings, ensure hazardous materials/waste handling meets environmental and state standards, maintain PPE compliance, and immediately address safety hazards or near-misses.

Qualifications & Requirements

Minimum Requirements

- Management Experience: 5+ years of professional management experience, including at least 3 years directly supervising, coaching, and developing staff.

- Age & Licensing: Must be at least 18 years of age (required for commercial vehicle fleet insurance coverage).

- Driver’s License: Valid driver’s license with a clean, insurable driving record (required for operating customer shuttle vehicles and driving fleet/customer vehicles).

- Operational & Financial Oversight: Demonstrated track record managing business performance, including sales, budgets, profitability, gross margins, labor efficiency, or other measurable operational results.

- Interpersonal & Analytical Skills: Proven ability to analyze performance metrics, handle difficult conversations constructively, and resolve complex customer or operational issues.

- Mobility & Schedule: Willingness to travel between and train at both the Graham and Yelm locations, working approximately 45 hours per week.

Strongly Preferred

- Prior management or service advising experience in an independent automotive repair facility or dealership service department.

- Familiarity with P&L analysis, labor productivity benchmarks, gross profit, and performance scorecards.

- Experience improving underperforming teams or business operations.

- Experience hiring, onboarding, and developing future leaders.

Safety-Sensitive Position Notice & Pre-Employment Screening

Because this position requires operating company vehicles, including driving customers in our courtesy shuttle and operating customer/fleet vehicles, it is classified as a
safety-sensitive position.

- In accordance with Washington State law (including RCW 49.44.240), applicants for safety-sensitive roles involving vehicle operation may be subject to a pre-employment drug screen (which may include testing for cannabis).

- Final job offers are contingent upon the successful completion of a motor vehicle record (MVR) check meeting commercial insurance underwriting standards, as well as applicable pre-employment safety verifications.

Compensation & Benefits

- Annual Base Salary: $83,000 – $100,000 / year (exact starting rate determined by relevant experience, leadership history, and technical certifications).

- Incentive Compensation: Discretionary or formulaic performance-based incentive bonus plan tied to store KPIs and profitability.

- Health & Wellness: Medical, Dental, Vision, Life Insurance, HSA, and EAP.

- Retirement & Time Off: 4 01(k) with company match, accrued PTO, and holidays.

Physical Demands & Working Conditions

Must be able to remain in a stationary position 50% of the time. Constantly operates a computer and other office machinery. Occasionally ascends/descends stairs. Will frequently communicate both verbally and electronically. Occasionally will move/lift items up to 30 lbs. Primarily will work indoors but may be exposed to outside weather conditions and shop noise.