4+ years of management experience in retail or field operations overseeing dispersed teams.
Proven track record in coaching and developing remote teams effectively.
Experience juggling multiple client programs and competing priorities.
Knowledge of HR practices related to performance management and employment laws.
Strong analytical skills for anticipating needs and providing solutions.
Excellent communication and relationship-building skills with senior leadership.
Proficient in Microsoft Office Suite and field management software.
Ability to learn quickly about client products, preferably in consumer electronics.
Responsibilities
Lead and coach a dispersed field team to achieve performance standards and sales goals.
Conduct in-store assessments and deliver structured feedback to improve team execution.
Manage performance documentation and partner with HR for corrective action when necessary.
Ensure team members are equipped with necessary resources and knowledge to succeed.
Champion program initiatives and monitor their successful implementation.
Partner with Talent Acquisition to onboard new team members effectively.
Execute territory design and coverage management to align with the client-agreed strategy.
Benefits
Flexible working hours, including potential evenings and weekends.
Opportunity for travel, typically under 25% of the time.
Engagement with a variety of cross-functional teams and clients.
Full Job Description
Job Description
Responsibilities
Field Team Leadership & Performance Management
Lead, coach, and develop a dispersed field team, setting clear performance standards and holding associates accountable for sales, in-store execution, and behavioral expectations.
Conduct in-store behavioral assessments and observational visits; deliver structured feedback to associates, the Client Solutions Manager, and client field leadership.
Administer performance counseling and corrective action in partnership with HR, and maintain accurate personnel records covering sales performance, assessments, and documented performance conversations.
Ensure associates have the tools, resources, product knowledge, and support needed to meet program and client goals.
Act as a change agent, championing program initiatives and monitoring implementation through to sustained execution.
Talent Acquisition, Onboarding & Training
Partner with Talent Acquisition and Onboarding to interview, select, and onboard field personnel on schedule.
Deliver and reinforce field training, including client product knowledge, in-store expectations, and Mosaic policies; monitor training completion and certification compliance.
Drive retention through consistent onboarding, recognition, and development; track and address turnover.
Manage the off-boarding process with HR and Payroll so that separations are timely, compliant, and documented.
Field Operations & Process Management
Execute the client-agreed field strategy through territory design, scheduling, and coverage management.
Monitor scheduling daily, approve in-store time claims and expenses, and ensure accurate payroll inputs.
Build, document, and continuously improve field processes and best practices, and contribute to the program playbooks and SOPs that allow Mosaic to spin programs up and down quickly.
Monitor reporting and compliance against Mosaic and client standards, including audits of in-store execution.
Balance priorities across assigned programs, adapting processes and staffing to each program's scale and stage. Client & Stakeholder Collaboration
Serve as the field-level contact for client field management teams in weekly, monthly, and quarterly reviews.
Aggregate and deliver written and verbal field insights to the client and the Client Solutions Manager, covering staffing, turnover, retention, compliance, and development opportunities.
Collaborate with Operations, Onboarding, HR, Payroll, Finance, and Reporting to deliver on client needs and requests, and escalate risks to field performance or the client experience to the Client Solutions Manager with recommended solutions. Reporting & Insights
Track field KPIs (staffing, turnover, retention, training compliance, sales performance, in-store execution) and produce recurring reports for the client and internal leadership.
Use scorecards and dashboards to surface trends, gaps, and coaching priorities, and recommend actions. Fiscal Management
Understand program profitability drivers; manage field labor hours, overtime, travel, and expenses within budget.
Support the Client Solutions Manager on labor forecasting and staffing models balancing coverage and revenue.
Other duties as assigned.
Qualifications
4+ years of territory, district, regional, or field operations management experience in retail, field marketing, or outsourced sales, managing a team dispersed across a large geographic area.
Demonstrated success leading, coaching, and developing direct reports, including remote or dispersed field teams.
Experience managing multiple programs, clients, or competing priorities at the same time strongly preferred.
Working knowledge of HR practices, including employee relations, performance management, and applicable employment laws.
Experience developing and managing cross-functional processes; project management experience preferred.
Strong analytical and observational skills; able to anticipate client, field, and internal needs and present solutions.
Excellent relationship-building, verbal, written, and presentation skills, with a track record of working effectively with client and senior leadership.
Superior organizational skills, attention to detail, and follow-through; self-motivated and able to work independently.
Proficiency in Excel/Sheets, Word/Docs, PowerPoint/Slides, and field scheduling and reporting platforms.
Ability to quickly build proficiency with client products; consumer electronics or technology experience preferred.
Bachelor's degree in Business, Marketing, or a related field preferred, or equivalent experience.
Must be available to work flexible hours, which may include evenings, weekends, and holidays.
Ability to travel for in-store visits and program launches as needed; travel is typically less than 25%.
Valid driver's license, acceptable driving record, and reliable personal vehicle. This position requires driving on behalf of Mosaic; any DUI/DWI conviction in the past 36 months is an immediate disqualifier.
