Retail Service Operations Manager (field)

Retail Service Operations Manager (Field)

MICRO CENTER is the nation's leading computer and electronics big-box retailer, offering more than 40,000 of the industry's best technology products. For over 45 years, our success has been built on unmatched product expertise, a passion for innovation, and a deep commitment to exceptional customer service.

At Micro Center, Passion, Energy, and Commitment aren't just words—they're how we work, grow, and win together. We take pride in creating long-term customer relationships and cultivating a workplace where associates are supported, empowered, and valued.

Micro Center Service is a high-volume, revenue-generating technical services business operating inside Micro Center retail stores across the country. Service teams diagnose, repair, upgrade, and configure customer technology while delivering trusted advice, fast turnaround, and an exceptional customer experience. Service at Micro Center blends technical expertise, operational execution, sales accountability, and leadership—and plays a critical role in customer loyalty and store performance.

About the Role

We are seeking a self-motivated, results-driven Retail Service Operations Manager (Field) to join our team. The Retail Service Operations Manager (Field) is a senior, field-based Service leadership role responsible for strengthening Service operations and leadership capability in Micro Center stores facing complexity, instability, or sustained performance challenges. This role is deployed into stores to assess problems, coach leaders, stabilize operations, and drive durable improvement. While hands-on engagement may be required to model standards and decision-making, this position is not a permanent store manager role and does not exist to add labor capacity. Success is measured by lasting improvement—stronger leaders, better decisions, and operational results that persist after the engagement ends.

What You'll Do

• Diagnose complex Service performance challenges across people, process, workflow, and execution.
• Lead short-term stabilizations and turnaround in high-risk or underperformance Service locations.
• Coach Computer Service Managers and store leadership on operational judgment and leadership behaviors.
• Improve Service workflow, productivity, queue health, turnaround time, and customer experience.
• Translate district-level expectations into practical, store-level execution.
• Identify root causes rather than surface symptoms and guide leaders toward sustainable solutions.
• Model strong technical-service decision making.
• Partner with Service Operations, District leadership, Training, and HR during field engagements.
• Document observations, risks, and recommendations clearly and objectively.
• Ensure improvements are durable and reduce the need for repeated intervention.

What We're Looking For

• Five (5)+ years of senior retail leadership.
• Proven leadership experience in computer repair, technical services, or electronics-based service operations.
• Background in production-driven, productivity-measured environments.
• Demonstrated success leading or coaching teams through turnarounds or operational recovery.
• Strong operational and diagnostic mindset.
• Experience balancing technical execution, customer experience, and sales accountability.
• Comfortable operating independently in complex, high-pressure environments.
• Willingness to travel extensively nationwide to our store locations—up to 75% travel.
• This position is based out of our home office in Columbus, Ohio.

How Success Is Measured

• Measurable Service improvement relative to each store's baseline.
• Improvements that persist after on-site support concludes.
• Stronger decision-making and independence from Service leaders.
• Reduced escalation and repeat intervention.
• Clear operational standards, improved execution, and increased resilience.

Benefits That Support Your Growth and Well-Being

At Micro Center, we're committed to taking care of our associates so they can thrive—both at work and in life. Our comprehensive benefits package includes:

• Medical, Dental & Vision Coverage for regular full-time associates
• Competitive Employee Discount, including our Friends & Family Discount Program
• Tuition Reimbursement and Education Savings Opportunities to support continuous learning
• Paid Time Off for regular associates to rest, recharge, and take care of what matters most
• 401(k) Retirement Plan with Company Match to help you plan for the future
• Industry-Leading Vendor and Company Training to build your skills and product expertise
• Clear Career Growth and Advancement Opportunities across the organization

Why Micro Center

Our core promise is to take care of our associates and our customers. That commitment has guided our culture, our growth, and our success for more than four decades—and it's what makes Micro Center a truly exceptional place to build your career.

Micro Center is an Equal Opportunity Employer.