Job DescriptionThe
ASM,Service&Experienceis a high-impact leadership role responsible for unifying the sales floor and technical service departments into a single, seamless customer journey. This role oversees all Front of House (FOH) activity to drive both transactional revenue and
high-margin service profitability. You will lead the
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
Responsibilities- IntegratedLeadership: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.
- PerformanceOptimization: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.
- Essential Functions
Be the expert on 'Radically Helpful' customer service and brand ecosystems.
- SalesPerformance: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.
- TeamDevelopment: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.
- CustomerInteraction: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.
- OperationalSupport: 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
Qualifications- 4+ years of retail management experience (consumer electronics preferred).
- 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.
