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

• 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

   

• 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.