DESCRIPTION
The Future Assistant Manager, Tech Support must be a goal-driven individual, expected to create and promote an extraordinary experience and a “consumer first” environment in a leading tech brand's newest retail store . The Assistant Manager will have specific responsibilities in associate management in the retail space, to include hiring, development, coaching, scheduling, and discipline of associates to ensure an outstanding consumer experience, cost efficiency, and quality operations. Maintain inventories at adequate levels, and maintain the appearance of the space. Complete accounting and necessary reports associated with daily activities in the space, including physical inventories.
Assistant Manager, Tech Support
- Responsible for managing the technical support team, support & repair journeys and associated performance targets
- Deliver ‘Radically Helpful’ customer solutions for the brand ecosystems
RESPONSIBILITIES
Be the expert on ‘Radically Helpful’ customer service and brand ecosystems.Oversee technician repair process, repair trends, and ticket creation.Create an inclusive, collaborative and engaging environment.Support the Store Manager in daily operations and store management.Manage execution of opening and closing procedures including visual merchandising, inventory management, daily coverage plans and system reconciliation.Guide all employees within the store, set task prioritization, resolve issues and customer escalations.Build and coach teams, focusing on techniques which promote customer solutions, loyalty and measurable results.Responsible for inventory management and brand visual excellence.Responsible for routine or standard technical problems and responds to standard requests from customers.Supervise personnel :
Meet and exceed assigned goals for : consumer experience and reputation, sales and service, revenue and productivity.Consistently demonstrate excellent interpersonal, leadership, and coaching skills.Create a work environment where motivated people can excel, exceeding daily ownership goals.Oversee floor experience - act as Floor Leader to ensure consumers receive a world-class experience.Own consumer coordination and welcome process.Support team and assist with consumer interactions and transactions.Coach and counsel personnel on opportunities with key sales and reputation metrics, recognize positive performance against key metrics and hold associates accountable for poor performance.Perform role plays with associates on a regular basis to demonstrate world class service.Facilitate weekly personnel training / educational sessions to stay up-to-date on store products and competitive technology.Resolve or escalate appropriately any service issues.Management and Development :
Interview, hire and make necessary discipline decisions including terminations, for personnel.Inspire and engage associates by motivating team to succeed.Promote passion, pride and commitment.Lead by example and serve as a resource for product knowledge.Develop associates for growth and promotion by delegating appropriate responsibilities and inspecting completion.Improve associate engagement through appropriate behaviors and actions.Observe and coach associates to provide feedback around consumer experience technique effectiveness and providing excellent consumer service.Ensure personnel adhere to the Code of Business Conduct and conduct investigations with HR as needed.Quickly resolve any fraud issues communicated by Security; may involve working with Security or Finance teams.Fully understand and assist in educating personnel on any incentive plans, and ensure associates know how to maximize their payout.Ensure Fair Labor Standards Act (FLSA) compliance.Review, approve and communicate temporary assignments and overtime for floating personnel.Product Launches :
Partner with management and other appropriate parties to successfully launch new products, services and processes and to review staffing forecast plan.Actively inspect post-launch and drive improved results with best practices.Inspect that associates are properly trained on new products and promotions to demonstrate and discuss with confidence.Document and report concerns with associates’ knowledge and / or behavior, and provide additional coaching and / or discipline as appropriate.Coordinate with security, facilities and space management to ensure smooth product launch-day execution including operations, staffing and scheduling.Responsible for activity in space at all times.Employ scheduling tool to properly staff and meet business needs, training and special events such as product launches.Merchandising :
Accountable for adhering to the merchandising standards.Instill a sense of pride and ownership in space appearance - where all associates understand the space is the face of the brand to every consumer.Compliance :
Drive operational compliance of back office processes, procedures and policies.Manage hours, time off, attendance and payroll approvals.Ensure timely completion of required training to empower personnel to succeed.Implement, execute, and inspect existing and new retail programs, tools and training.Execute monthly cost reviews of overtime, discounts, returns and credits.Responsible for ensuring the training for associates to ensure they have the appropriate level of system / tool access for their roles and responsibilities.Other :
Report fraudulent activity to Security.On-call for emergencies.Continuously display high integrity.Develop 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
3 years’ experience in Retail Management in high touch customer facing environments.Management experience in high touch technical customer solution environment.Proven ability to communicate complex technical processes.Proven ability to problem solve quickly & manage multiple operational workstreams.Effective communication, presentation and interpersonal skills.Strong organizational skills with attention to detail.Experience working with any of the larger consumer electronics stores technology. Demonstrates passion for leading edge technology and product solutions.Possess strong written and verbal communication, and working knowledge of G-Suite.Have a strong working knowledge of human resources policies and standard operating procedures.Experience conducting coaching, counseling and performance, positive reinforcement.Bilingual Spanish / any other language is a plus but not required.Ability to communicate in writing, through email, reports, or orally, product service matters to audiences of less technical experience and understanding.Ability to assess customers’ support needs when they arrive & provide solutions.Excellent sales skills and demonstrated ability to meet or exceed performance standards.Ability to motivate and lead direct reports.Ability to work flexible hours, including evenings, weekends and holidays.Work with associates to elevate skills and performance, providing coaching on opportunities for improvement.Maintain knowledge of all brand products - complete training and support associates with required training on current and upcoming products.Along with competitive pay, we offer a comprehensive benefits program. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following :
Medical, Dental, Vision, and Telehealth.Basic Life Insurance and AD&D.401(k) Plan with Company Match.Legal Insurance.Company Paid Employee Assistance Program (EAP).Employee Discount Program.Tuition Reimbursement (Degree and Professional Certification Programs).Bonus Opportunities Technology Reimbursement.Access to Use Approved AI Tools.Excellent Recognition Programs.Committed to Development with Dedicating a Day for this Purpose Quarterly and Providing Programs for Leadership Development and Management Essentials.Actively Promotes from Within.Represent a Company Dedicated to a Sustainable Future.ABOUT US
Acosta and Mosaic are the sales and marketing powerhouses behind the most recognized and proven brands with top retailers in the United States and Canada. We offer flexible services that maximize efficiency. Acosta has the talent and technology to build data-, reach- and relationship-driven strategies to execute those strategies, and the tools to monitor, track and optimize metrics-based results for customers and retailers.
Acosta and its subsidiaries, in good faith, believes that this posted range of compensation is the accurate range for this role at the time of this posting. Acosta may ultimately pay more or less than the posted range depending on candidate qualifications and locations. This range may be modified in the future.
Acosta and its subsidiaries is an Equal Opportunity Employer.
We are committed to providing accommodations for persons with disabilities. If you require accommodation, we will work with you to meet your needs, to the extent required by law.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Mosaic reserves the right to modify all or part of any job descriptions at its discretion in order to meet and or exceed the needs of the business.
By submitting your application you agree with and accept the Acosta Privacy Statement and Terms of Conditions.
Job Category : Administration
Position Type : Full time
Business Unit : Marketing
Salary Range : $78,000.00 - $85,000.00
Company : Mosaic Sales Solutions US Operating Co, LLC
Req ID : 4071
J-18808-Ljbffr
Salary : $78,000 - $85,000
