Lead Store Advisor, Boston

On-Ag-5; Boston (MA); On-site; USD 36,000 - 40,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

PTO

401k

Job summary

On is seeking a Lead Store Advisor in Boston to elevate team performance and floor execution with premium standards. You will coach Advisors, own a pillar of expertise, and resolve complex after-sales issues while maintaining an elevated service level across the store.

Reporting to the Store Leader, you will drive coaching and balanced feedback, ensuring every detail reflects our premium global positioning and fan experience.

Qualifications

• 3+ years of functional experience in premium retail operations or a high-volume, customer-focused environment.
• Ability to lead projects, manage floor priorities, or mentor peers to achieve performance goals.
• Strong understanding of service excellence and data-driven problem solving.
• Demonstrates emotional intelligence and adaptability when facing new topics.
• Keen eye for detail and passion for technical product storytelling in sports, performance, or fashion.

Responsibilities

• Orchestrate floor flow and coach Advisors on the 5 Steps of Service and Cloud CX framework.
• Lead a pillar of expertise (Customer, Experience, Store Operations, or People) while upholding high standards.
• Resolve complex after-sales issues with empathetic, personalized solutions.
• Coach and motivate the team, fostering accountability and premium brand positioning.

Job description

As the Lead Store Advisor, you will elevate team performance and floor execution through your functional expertise and peer coaching. By role-modeling premium standards and operational precision, you ensure On’s high-performance culture is felt in every fan interaction.Reporting to the Store Leader, you will support the retail function by orchestrating the energy of the sales floor with a positive mindset and providing balanced feedback to drive consistent excellence.

Your Mission

• Orchestrate floor flow as an expert role model for the 5 Steps of Service, empowering Advisors to master our Cloud CX framework and deliver a premium experience that drives brand loyalty
• Drive functional excellence and systemic process improvements by owning a specific pillar of expertise—Customer, Experience, Store Operations, or People—while maintaining meticulous standards across the store
• Resolve complex after-sales inquiries and operational hurdles with empathetic, personalized solutions that safeguard our elevated service standards and fan relationships
• Guide and motivate the team through impactful coaching and balanced feedback, fostering a culture of shared accountability and ensuring every detail reflects our premium global positioning

Your story

• You bring 3+ years of functional experience in premium retail operations or in a high-volume, customer-focused environment
• You have demonstrated the ability to lead projects, manage floor priorities, or informally mentor peers to achieve collective performance goals
• You possess a deep understanding of service excellence and can analyze information to solve problems and handle planned changes effectively
• You demonstrate emotional intelligence by remaining aware of your strengths and approaching unfamiliar topics with openness and curiosity
• You have a keen eye for detail and a passion for technical product storytelling, particularly within the sports, performance, or fashion industries

About the Team

Our Retail team is the heartbeat of On, bringing our brand and products to life for our fans across the globe. We believe in creating immersive, design-led spaces that go beyond traditional shopping to offer unforgettable experiences. As a team, we value authenticity, collaboration, and a relentless drive for excellence.

Everyone's very proud to work here. Everyone wants to grow in the company and we always treat each other the way we want to treat our customers. We do everything we can to make sure that we spread that passion. When a customer comes in, we're working to build that relationship right away.

What we offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

Typical cash compensation range for this position is $25.96-$28.85 hr plus a quarterly bonus based on store performance. Individual compensation packages are based on various factors unique to each candidate including experience, industry knowledge, qualifications, skill set, and location. At On we understand cash compensation is just one piece of your total rewards package. In addition to cash compensation, On offers a competitive benefits package including medical, dental, and vision benefits, along with an industry leading PTO package, and competitive 401k program.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.

We want to set everyone up for success, so here's the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.

Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.

Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.