Assistant Store Manager, Service & Experience - Google Store Retail

Acosta, Inc.; Oak Brook (IL); On-site; USD 81,000 - 86,000; Full time

Job summary

Acosta Group is seeking a high-impact ASM, Service & Experience to unify the Sales floor and Technical Service into a single customer journey. This role leads Team Lead, Sales and Team Lead, Tech to ensure every customer receives a holistic solution from purchase to long-term maintenance.

The position focuses on profitability, hardware margins, and labor efficiency, with emphasis on coaching, real-time scheduling, and cross-functional collaboration across FOH.

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.

Responsibilities

• Integrated leadership: Consolidate Sales and Service operations to create a One Team culture and manage the total FOH P&L.
• Drive key metrics including NPS (Sales & Repair), Pixel Conversion, and Sales Per Labor Hour (SPLH).
• Implement the GoogleStoreRetail staffing model to maintain a Sales Cost Health (SCH) while optimizing overall store labor.
• Coach and mentor specialized Team Leads and associates to maintain high technical standards in repair while fostering a solution sales environment.
• Utilize real-time traffic demand data to optimize staff schedules during peak periods without overspending on labor.
• Perform essential functions on the floor as a Floor Leader, assisting with complex customer interactions.

Skills

Retail management experience

Technical literacy

Operational efficiency models

Coaching skills

Job description

DESCRIPTION

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: $81,000-$86,000

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+yearsofretailmanagementexperience(consumerelectronicspreferred).

• Strong technical literacy with anunderstanding of repair workflows andsoftware ecosystems.

• Provenabilitytomanage complexoperationalandlaborefficiencymodels.

• Excellentcoachingskillswithexperienceleading multi-disciplinaryteams.

ABOUT US

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 [e-mail]. 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)

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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: $810.00 - $860.00

Company: Mosaic Sales Solutions US Operating Co, LLC