Assistant store manager, service & experience - google store retail

The ASM, Service & Experience is 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 Team Lead, Sales, Team Lead, Tech, and all 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

• 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.

ESSENTIAL FUNCTIONS

• 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.

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.

Typically, a mosaic is where all the pieces fit together nicely. That’s not us. This Mosaic is where every piece stands out. That’s because each person at our agency brings their own, unique set of skills to every brief, build, interaction, reaction, design and idea. As part of the Acosta Group, Mosaic is one of the original marketing agencies who specialize in interactions, experience isn’t just what we have, it's what we create. With 3,000+ team members and hubs in Toronto and Dallas, we’ve spent over 35 years bringing brands to life through experiential marketing, integrated commerce campaigns, and field sales strategies that drive real behavior change. From awareness, to earned, brand equity, consideration, and sales — we approach every project with people in mind, regardless of the channel or discipline. The result is an idea that can spark emotion and create action — whether it’s a sale or a smile. We celebrate bold thinking and embrace curiosity as we shape what’s next. 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. The Acosta Group utilizes E-Verify for validating the ability to work in the United States for all job candidates. If you want more information on what this entails and your rights as a job applicant, please use the link provided to access information on our use of E-Verify and your right to work. Employer Resources (e-verify.gov) By applying, you agree to our Privacy Policy and Terms and Conditions of Use.