Service District Manager

Leap Road
Leap Road
Hilliard, OH 43026, USA

MICRO CENTER is the nation’s leading computer and electronics big box retailer, with more than 40,000 technology products and over 45 years of success built on deep expertise, a passion for innovation, and a steadfast commitment to customer service.

Our Service teams sit at the center of that promise. They repair, build, upgrade and support the technology our customers depend on, from everyday PCs to advanced 3D printing, edge AI and emerging maker solutions. Passion, Energy and Commitment are how we work, grow and win together.

We are seeking a Service District Manager to lead the service and repair departments in 7 to 10 stores. You will lead the Knowledge Managers (KMs) who run each store’s Service department and, through them, the technicians and service associates who deliver for our customers every day. This is a senior role reporting to the Vice President, Retail Services at our corporate headquarters, and you will be a peer and partner to our General Managers and sales District Managers.

You will be one of only a handful of leaders accountable for a Service division that spans 30 stores nationwide. You will have real authority, direct visibility with senior leadership, and a clear mandate: build the strongest service district in the company and make Micro Center the best computer and electronics store in the world.

• Customer experience. Own NPS and customer satisfaction across your district. Read what customers are actually saying, find the root cause behind complaints and escalations, and make sure every store resolves problems in the store, doing what is right for the customer.
• Technician productivity and quality. Drive labor productivity, turn time and same-day diagnosis. Hold clear, fair performance standards, coach to them, and act decisively when a store or technician is not meeting them.
• Revenue and profit. Grow service sales, protection-plan attach and complete-solution selling while managing the district budget, labor and scheduling to hit profit goals.
• Leaders and bench. Hire, develop and, when necessary, move KMs and supervisors. Set clear objectives, deliver honest feedback, and build a deep pipeline so every store has a ready successor.
• Data-led management. Live in the numbers. Use daily operating reports and comp-store benchmarking to spot gaps early, separate real causes from excuses, and build action plans that stick.
• Partnership with store and sales leadership. Build trusted relationships with GMs and sales District Managers. Visit your stores regularly, travel with sales leaders, and join district-wide business reviews with fellow leaders.
• Staffing and culture. Keep stores fully staffed with strong technicians, onboard new hires through training, and build a team environment that recognizes great work.
• Home Office partnership. Work closely with Finance, HR, Merchandising and Customer Relations to execute company programs and planning cycles.

• Measurable gains in NPS and technician productivity in every store in your district.
• Profitable service sales growth across the district, driven by stronger protection-plan attach and complete-solution selling.
• Every store with a strong, accountable KM and a defined plan for any open or at-risk leadership role.
• Consistent, data-backed performance conversations in place with every KM, GM and DM partner.
• A district your peers want to learn from.

Required

• 7+ years of progressive leadership in service, repair or technical operations, including 3+ years leading managers across multiple locations.
• A track record of improving customer satisfaction or NPS and technician or labor productivity at scale.
• Strong analytical…