Assistant Store Manager - Tech Support, Google Store Retail Georgetown

Mosaic • Full-time • Washington, District of Columbia, United States • $72k - $78k / year • 2d ago

DESCRIPTION

The Assistant Manager must be a goal-driven individual, expected to create and promote an extraordinary experience and a “consumer first” environment. The Assistant Manager will have specific responsibilities in associate management in the retail space, to include hiring, development, coaching, scheduling, and discipline of associates to ensure an outstanding consumer experience, cost efficiency, and quality operations. Maintain inventories at adequate levels and maintain the appearance of the space. Complete accounting and necessary reports associated with daily activities in the space, including physical inventories.

Assistant Manager, Tech Support

Responsible for managing the technical support team, support & repair journeys and associated performance targets

Deliver ‘Radically Helpful’ customer solutions for the brand ecosystems

Salary: $72,000-$78,000

RESPONSIBILITIES

Essential Functions of this Position

Be the expert on ‘Radically Helpful’ customer service and brand ecosystems.
Oversee technician repair process, repair trends, and ticket creation
Create an inclusive, collaborative and engaging environment.
Support the Store Manager in daily operations and store management
Manage execution of opening and closing procedures including visual merchandising, inventory management, daily coverage plans and system reconciliation.
Guide all employees within the store, set task prioritization, resolve issues and customer escalations.
Build and coach teams, focusing on techniques which promote customer solutions, loyalty and measurable results.
Responsible for inventory management and brand visual excellence.
Responsible for routine or standard technical problems and responds to standard requests from customers

Supervise personnel:

Meet and exceed assigned goals for: consumer experience and reputation, sales and service, revenue and productivity
Consistently demonstrate excellent interpersonal, leadership, and coaching skills
Create a work environment where motivated people can excel, exceeding daily ownership goals
Oversee floor experience - act as Floor Leader to ensure consumers receive a world-class experience
Own consumer coordination and welcome process
Support team and assist with consumer interactions and transactions
Coach and counsel personnel on opportunities with key sales and reputation metrics, recognize positive performance against key metrics and hold associates accountable for poor performance
Perform role plays with associates on a regular basis to demonstrate world class service
Facilitate weekly personnel training/educational sessions to stay up-to-date on store products and competitive technology
Resolve or escalate appropriately any service issues

Management and Development:

Interview, hire and make necessary discipline decisions including terminations, for personnel Inspire and engage associates by motivating team to succeed
Promote passion, pride and commitment
Lead by example and serve as a resource for product knowledge
Develop associates for growth and promotion by delegating appropriate responsibilities and inspecting completion
Improve associate engagement through appropriate behaviors and actions
Observe and coach associates to provide feedback around consumer experience technique effectiveness and providing excellent consumer service
Ensure personnel adhere to the Code of Business Conduct and conduct investigations with HR as needed
Quickly resolve any fraud issues communicated by Security; may involve working with Security or Finance teams
Fully understand and assist in educating personnel on any incentive plans, and ensure associates know how to maximize their payout.
Ensure Fair Labor Standards Act (FLSA) compliance
Review, approve and communicate temporary assignments and overtime for floating personnel

Product Launches:

Partner with management and other appropriate parties to successfully launch new products, services and processes and to review staffing forecast plan
Actively inspect post-launch and drive improved results with best practices
Inspect that associates are properly trained on new products and promotions to demonstrate and discuss with confidence
Document and report concerns with associates’ knowledge and/or behavior, and provide additional coaching and/or discipline as appropriate
Coordinate with security, facilities and space management to ensure smooth product launch-day execution including operations, staffing and scheduling
Responsible for activity in space at all times
Employ scheduling tool to properly staff and meet business needs, training and special events such as product launches.

Merchandising:

Accountable for adhering to the merchandising standards
Instill a sense of pride and ownership in space appearance - where all associates understand the space is the face of the brand to every consumer.

Compliance:

Drive operational compliance of back office processes, procedures and policies
Manage hours, time off, attendance and payroll approvals
Ensure timely completion of required training to empower personnel to succeed
Implement, execute, and inspect existing and new retail programs, tools and training
Execute monthly cost reviews of overtime, discounts, returns and credits
Responsible for ensuring the training for associates to ensure they have the appropriate level of system/tool access for their roles and responsibilities.

Other:

Report fraudulent activity to Security
On-call for emergencies
Continuously display high integrity
Develop 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

3+ years’ experience in Retail Management in high touch customer facing environments
Management experience in high touch technical customer solution environment
Proven ability to communicate complex technical processes
Proven ability to problem solve quickly & manage multiple operational workstreams
Effective communication, presentation and interpersonal skills
Strong organizational skills with attention to detail
Experience working with any of the larger consumer electronics stores technology. Demonstrates passion for leading edge technology and product solutions.
Possess strong written and verbal communication, and working knowledge of G-Suite
Have a strong working knowledge of human resources policies and standard operating procedures
Experience conducting coaching, counseling and performance, positive reinforcement.
Bilingual Spanish /any other language is a plus but not required.
Ability to communicate in writing, through email, reports, or orally, product service matters to audiences of less technical experience and understanding
Ability to assess customers’ support needs when they arrive & provide solutions
Excellent sales skills and demonstrated ability to meet or exceed performance standards
Ability to motivate and lead direct reports
Ability to work flexible hours, including evenings, weekends and holidays
Work with associates to elevate skills and performance, providing coaching on opportunities for improvement
Maintain knowledge of all brand products - complete training and support associates with required training on current and upcoming products.

Along with competitive pay, we offer a comprehensive benefits program. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:

Medical, Dental, Vision, and Telehealth
Basic Life Insurance and AD&D
Voluntary Life Insurance
Short Term and Long Term Disability
Flexible Spending Account
Health Reimbursement Account
401(k) match
Legal Insurance
Pet Insurance
Employee Assistance Program
Employee Discount Program
Tuition Assistance Plan
Paid Time Off and Company Paid Holidays

ABOUT US

Mosaic is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey.

As a leading North American integrated marketing agency, Mosaic specializes in everything from experiential marketing, commerce + retail media and field marketing, to design and production. With a 35+ year history, Mosaic has office hubs in Chicago, Dallas, and Toronto and full reach across North America.

We focus on creating brand experiences that connect brands with consumers in creative and relevant ways. Mosaic’s ultimate mission is to propel our client’s business, culture, and communities forward to make the human experience better. We are diverse, yet like-minded individuals, and we believe in taking risks and creating shared experiences, not just for our clients, but for each other. Every associate is given the keys to charter new ground as they collectively live in the moment of building memorable experiences together.

Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact AskHR@acosta.com. Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request.

Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.

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Acosta, and its subsidiaries, is an Equal Opportunity Employer

Job Category: Administration

Position Type: Full time

Business Unit: Marketing

Salary Range: $72,000.00 - $78,000.00

Company: Mosaic Sales Solutions US Operating Co, LLC

Req ID: 6917