Service Center Manager

ABOUT SHINOLA

At Shinola, we make beautiful, enduring, handcrafted goods that are built to be lived in, worn out, and well-loved. Our thoughtful craftsmanship, timeless design, and spirited stories inspire our customers to live well, with confidence & joy—in a style that is uniquely their own! Because we are a growing and evolving company, each employee is a key stakeholder, making decisions every day that directly impact our overall vision and direction. At Shinola, you’ll have the opportunity to make a significant contribution at the start of what we believe will become an iconic American brand.

ABOUT THE ROLE

The Service Center Manager is responsible for leading Shinola’s service and repair operations, with a primary focus on delivering exceptional repair quality, customer satisfaction, operational efficiency, and positive change.

This role oversees the people, processes, and systems required to manage the end-to-end service experience, from product intake and diagnosis through repair, quality inspection, and return to the customer. The Manager will develop a high-performing team, maintain operating standards, and drive continuous improvement across service workflows, productivity, quality, and turnaround times.

Working closely with Manufacturing, Supply Chain, Customer Service, Quality, and Finance, the Service Center Manager will strengthen the connection between service operations and the broader business ensuring the main Service Center and Retail service environments are operated to high standards. The ideal candidate combines strong people leadership and operational discipline with a commitment to craftsmanship, problem-solving, and the customer experience.

KEY RESPONSIBILITIES

1. Service Operations & Performance

2. Quality & Technical Excellence

3. Team Leadership & Development

4. Customer Experience & Service Excellence

5. Financial & Business Performance

6. Continuous Improvement & Cross-Functional Partnership

QUALIFICATIONS

Note: This job description is not meant to be all-inclusive. Employee may be required to perform other duties to meet the ongoing needs of the organization.

Filson and Shinola are equal opportunity employers. We believe that every employee has the right to work in surroundings which are free from all forms of unlawful discrimination. It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology or any other status or characteristic protected by local, state or federal law. Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated.

With regard to applicants or employees with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job.