Assistant Store Manager, Service & Experience - Google Store Retail

Mosaic North America; New York (NY); On-site; USD 86,000 - 92,000; Full time

Job summary

Mosaic North America is seeking a high-impact leader to unify the sales floor and technical service departments into a single customer journey. You will oversee all Front of House activity to drive revenue and service profitability, leading the Team Lead, Sales Lead, Tech, and all department associates to deliver holistic solutions from purchase to maintenance.

The role emphasizes leadership, strategic scheduling, and driving profitability while ensuring world-class customer experiences across

Qualifications

• 4+ years of leadership experience required.
• Experience coordinating Sales and Service teams preferred.
• Strong ability to drive customer experience and profitability.

Responsibilities

• Consolidate Sales and Service operations into a One Team culture.
• Manage FOH P&L, hardware margins, protection plan attachments, and labor profitability.
• Drive key metrics such as NPS, Pixel Conversion, and Sales Per Labor Hour.

Skills

Leadership

Sales

Team Management

Customer Service

Operations

Job description

Description

The

The ASM, Service & Experience isahigh-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 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 SalesandServiceoperations to createa"One Team"culture.Managethe totalFOHP&L,focusing onhardwaremargins,protection plan attachments, and labor profitability.
• Performance Optimization: Drivekeymetricsincluding NPS (Sales & Repair), Pixel Conversion , and Sales Per Labor Hour (SPLH) .
• Operational Efficiency: Implement the GoogleStoreRetailstaffingmodelto maintaina determined Sales Cost Health (SCH) while optimizing overall storelabor.
• Talent Development: Coachandmentor specialized Team Leads andassociates to maintainhightechnical standardsinrepair whilefostering asolution salesenvironment.
• Dynamic Scheduling: Utilizereal-time traffic demand datato optimizestaff 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: Owntheachievement of measurablesalesresultsandassociated Key Performance Indicators (KPls).
• Sales Floor Coaching: Conduct regular role-plays withassociates to demonstrate world-class serviceandprovidefeedback onthe effectiveness of sales techniques.
• Team Development: Facilitateweeklytrainingandeducationalsessionstoensurethe team is up-to-dateon store productsand competitivetechnology.
• Engagement: Motivate the team to succeed through incentives, culture-building,and educating personnel on how to maximize their incentive payouts.
• Customer Interaction: SupporttheteamonthefloorasaFloorLeader,assistingwith complex consumer interactions to ensure theexperience alignswiththebrand'svalues.
• Launch Readiness: Inspect that associates areproperly trained onnew products and promotions to demonstrate anddiscussthemwithconfidence.
• VisualMerchandising:Accountableforadheringtothemerchandisingstandards
• Technical Oversight: Oversee thetechnician repair process, monitor repair trends, and manage theticket creation workflow.
• Solution Delivery: Assess customer support needs upon arrival andprovide immediate, effective solutions for standard technical problems.
• Complex Communication: Translate complex technical processes intounderstandable termsforcustomers andless-technicalteammembers.
• Team Supervision: Manage technical personnel to meet andexceed assigned goals for revenue, productivity, and customer reputation.
• Operational Support: Partner with managementto review staffing forecasts for product launches and manage inventory for repair parts.
• Development: Observe andcoach associates to provide feedback onconsumer experience, technique effectiveness, and technical service.
• Reportfraudulent activitytoSecurity
• On-callforemergencies
• Continuouslydisplayhighintegrity
• Developastrategicperspectiveandchampionchange
• Inspireotherstohighperformancethroughcollaborationandteamwork
• Utilizeprofessionalexpertisetosolveproblemsandanalyzeissues
• Captureinitiativeandstriveforresults
• Otherdutiesasassigned

Qualifications

• 4+