Assistant Store Manager, Service & Experience - Google Store Retail

Qualifications

• Strong technical literacy with an understanding of repair workflows and software ecosystems.
• Proven ability to manage complex operational and labor efficiency models.
• Excellent coaching skills with experience leading multi-disciplinary teams.

Responsibilities

• Integrated Leadership: Consolidated Sales and Service operations to create a "One Team" culture. Manage the total FOH P&L, focusing on hardware margins, protection plan attachments, and labor profitability.
• Performance Optimization: Drive key metrics including NPS (Sales & Repair), Pixel Conversion, and Sales Per Labor Hour (SPLH).
• Operational Efficiency: Implement the Google Store Retail staffing model to maintain a determined Sales Cost Health (SCH) while optimizing overall store labor.
• Talent Development: Coach and mentor specialized Team Leads and associates to maintain high technical standards in repair while fostering a solution sales environment.
• Dynamic Scheduling: Utilize real-time traffic demand data to optimize staff schedules, ensuring peak coverage during high-volume periods without overspending on labor.
• Be the expert on 'Radically Helpful' customer service and brand ecosystems.
• Sales Performance: Own the achievement of measurable sales results and associated Key Performance Indicators (KPls).
• Sales Floor Coaching: Conduct regular role-plays with associates to demonstrate world-class service and provide feedback on the effectiveness of sales techniques.
• Team Development: Facilitate weekly training and educational sessions to ensure the team is up-to-date on store products and competitive technology.
• Engagement: Motivate the team to succeed through incentives, culture-building, and educating personnel on how to maximize their incentive payouts.
• Customer Interaction: Support the team on the floor as a Floor Leader, assisting with complex consumer interactions to ensure the experience aligns with the brand's values.
• Launch Readiness: Inspect that associates are properly trained on new products and promotions to demonstrate and discuss them with confidence.
• Visual Merchandising: Accountable for adhering to the merchandising standards
• Technical Oversight: Oversee the technician repair process, monitor repair trends, and manage the ticket creation workflow.
• Solution Delivery: Assess customer support needs upon arrival and provide immediate, effective solutions for standard technical problems.
• Complex Communication: Translate complex technical processes into understandable terms for customers and less-technical team members.
• Team Supervision: Manage technical personnel to meet and exceed assigned goals for revenue, productivity, and customer reputation.
• Operational Support: Partner with management to review staffing forecasts for product launches and manage inventory for repair parts.
• Development: Observe and coach associates to provide feedback on consumer experience, technique effectiveness, and technical service.
• Report fraudulent activity to Security
• On-call for emergencies
• Continuously display high integrity
• Develop a strategic perspective and champion change
• Inspire others to high performance through collaboration and teamwork
• Utilize professional expertise to solve problems and analyze issues
• Capture initiative and strive for results
• Other duties as assigned

Essential Functions

Preferred Qualifications

• 4+ years of retail management experience (consumer electronics preferred).