Bike Operations Supervisor

At Backcountry, our mission is to connect people to their passions. Our four online stores—Backcountry, Competitive Cyclist, MotoSport and, SteepandCheap—aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content. 

The Bike Operations – Supervisor is responsible for quality, efficiency, and accuracy of order flow and customer experience for the bike business. This person is directly responsible for the day-to-day operations and efficiency of the Bike Operations Department. This will include management and delegation of duties to direct reports. The Bike Operations – Supervisor will work hand in hand with GHO, The Bike Shop, Bike Merch, Content, Retail, and Brand/Marketing Teams to coordinate communication and execute on behalf of the bike business. 

This role is challenging – above and beyond the day-to-day responsibilities, you’ll have a big role within a fast-paced team.  

This position will report into the Manager, Competitive Cyclist Gearhead Operations 

What you get to do every day:

• Effectively manage and communicate department-level expectations to a team of up to 1 direct report
• Responsible for the growth and development of direct report, including goal setting, conducting 1:1s, and conducting quarterly and/or bi-annual reviews
• Communicate and manage expectations to the broader bike business (Ops Meetings/Standups/All-Hands)
• Propose solutions and troubleshoot ideas to improve the bike buying experience for the customer and the business
• Point of contact for any vendor recall situations  
• Assist in answering difficult technical and compatibility questions over Teams, Slack, and Email 
• Manage backorder queue 
• File and process bugs to fix site information that is incorrect 
• Audit frame and component spec listings on the site 
• Quality control complete bike packages with Merchandising to ensure that all components are compatible 
• Inform the training roadmap by identifying common problems and training gaps  
• Track and identify repeated build errors that need to be addressed to Gearheads 
• Provide weekly recap and monthly/quarterly reporting of metrics on team performance
• SharePoint Management: Keeping tech resources/training documents current for the team to have up-to-date resources on current bike tech standards and trends.
• Utilize Ai for process improvement, efficiency gain, and maintain internal training materials.

What you bring to the role:

• Prior experience as a Bike Tech or Bike Sales agent with full knowledge of the mechanical workings, and compatibility of bicycles  
• Prior or current Gearhead experience and knowledge of NetSuite and WMS 
• Complete and full understanding of current road, mountain, gravel, and cyclocross frames, wheels and all componentry regarding knowledge of product and compatibility with the ability to maintain this knowledge as new products are introduced 
• Ability to mechanically problem solve issues that arise in the process of building bicycles 
• Experience with Microsoft Office applications 
• Ability to work collaboratively with different areas of the business, in pursuit of creating a smoother customer experience 
• Experience or a strong willingness to learn and work with Ai tools, (Chat GPT, Perplexity, Grok, etc..) 

What’s in it for you?

• PTO  
• Medical/Dental/Vision, and a variety of supplemental policies are available  
• Company 401K match 
• Company Health Spending Account (HSA) match 
• The company provides group life insurance at no cost  
• Paid Holidays  
• Birthday off with pay! 
• Pet Insurance 
• Generous employee discounts 

What our interview process looks like:

• Depending on the position, our application and interview process may vary, but here are some of the ways we get to know you better: 
• 📞 Step 1: Match most of the requirements and qualifications for the position? We want to chat. A recruiter will reach out to you via email to schedule some time to learn more about our company and get to know you better. Remember, you’re also interviewing us! 
• 📝 Step 2: Our assessments (if applicable to the role) measure your analytical and business acumen. We use them to better understand your expertise. Each person interviewing for the same role receives the same assessment, which helps us evaluate candidates equally and consistently. 
• 👩🏽‍💻Step 3: Virtual or in-person interviews depending on your location. Our hiring team will learn more about your prior experience and challenges you’ve faced. Be prepared with detailed examples. Concise and well-organized answers are ideal. 
• ✍🏽 Step 4: Offer! This is where things get really exciting. We gather all data from your interviews and conduct a final review. If qualified for the position, your recruiter will connect with you via phone to present a verbal offer we know you’ll be excited about. 

Physical Demands, Visual Acuity, & Working Environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions 
• Keyboarding: Entering text or data into a computer or other machine by means of a traditional keyboard  
• Speaking: Expressing or exchanging ideas by means of spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly 
• Hearing Requirements:  The ability to hear, understand, and distinguish speech and/or other sounds (in person speech, telephone, other remote speech) 
• Near Visual Acuity: Clarity of vision at approximately 20 inches or less (i.e., reading small print), including use of computers 

The CSC family of brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, state or local laws. 

The CSC family of brands is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact [email protected].