Assistant Store Manager, Service & Experience - Google Store Retail

TheASM,Service&Experienceisahigh-impact leadership roleresponsible for unifyingthe sales floor andtechnical service departments into a single,seamless customer journey. This roleoversees allFront of House (FOH) activity to drive both transactional revenue and

high-marginserviceprofitability.Youwillleadthe TeamLead,Sales,TeamLead,Tech,andall department associates to ensure every customer receives a holistic solution, from initial purchase to long-term maintenance.

Annual Salary Range: $86,000-$92,000

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IntegratedLeadership:Consolidated SalesandServiceoperations to createa"One Team"culture.Managethe totalFOHP&L,focusing onhardwaremargins,protection plan attachments, and labor profitability.

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PerformanceOptimization:DrivekeymetricsincludingNPS(Sales&Repair),Pixel Conversion,andSales Per Labor Hour (SPLH).

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Operational Efficiency:Implement the GoogleStoreRetailstaffingmodelto maintaina determined Sales Cost Health (SCH) while optimizing overall storelabor.

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Talent Development:Coachandmentor specialized Team Leads andassociates to maintainhightechnical standardsinrepair whilefostering asolution salesenvironment.

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Dynamic Scheduling:Utilizereal-time traffic demand datato optimizestaff schedules, ensuring peak coverage during high-volume periods without overspending on labor.

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EssentialFunctions

• Betheexperton'RadicallyHelpful'customerserviceandbrandecosystems.
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• SalesPerformance:Owntheachievement of measurablesalesresultsandassociated Key Performance Indicators (KPls).
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• Sales Floor Coaching: Conduct regular role-plays withassociates to demonstrate world-class serviceandprovidefeedback onthe effectiveness of sales techniques.
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• TeamDevelopment:Facilitateweeklytrainingandeducationalsessionstoensurethe team is up-to-dateon store productsand competitivetechnology.
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• Engagement: Motivate the team to succeed through incentives, culture-building,and educating personnel on how to maximize their incentive payouts.
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• CustomerInteraction:SupporttheteamonthefloorasaFloorLeader,assistingwith complex consumer interactions to ensure theexperience alignswiththebrand'svalues.
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• Launch Readiness: Inspect that associates areproperly trained onnew products and promotions to demonstrate anddiscussthemwithconfidence.
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• VisualMerchandising:Accountableforadheringtothemerchandisingstandards
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• Technical Oversight: Oversee thetechnician repair process, monitor repair trends, and manage theticket creation workflow.
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• Solution Delivery: Assess customer support needs upon arrival andprovide immediate, effective solutions for standard technical problems.
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• Complex Communication:Translate complex technical processes intounderstandable termsforcustomers andless-technicalteammembers.
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• Team Supervision: Manage technical personnel to meet andexceed assigned goals for revenue, productivity, and customer reputation.
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• OperationalSupport: Partner with managementto review staffing forecasts for product launches and manage inventory for repair parts.
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• Development: Observe andcoach associates to provide feedback onconsumer experience, technique effectiveness, and technical service.
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• Reportfraudulent activitytoSecurity
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On-callforemergencies

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Continuouslydisplayhighintegrity

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Developastrategicperspectiveandchampionchange

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Inspireotherstohighperformancethroughcollaborationandteamwork

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Utilizeprofessionalexpertisetosolveproblemsandanalyzeissues

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Captureinitiativeandstriveforresults

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Otherdutiesasassigned

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• 4+yearsofretailmanagementexperience(consumerelectronicspreferred).
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• Strong technical literacy with anunderstanding of repair workflows andsoftware ecosystems.
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• Provenabilitytomanage complexoperationalandlaborefficiencymodels.
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• Excellentcoachingskillswithexperienceleading multi-disciplinaryteams.