Future Assistant Store Manager - Tech Support
Company: Acosta Sales & Marketing
Location: Washington
Posted on: March 2, 2025
Job Description:
DESCRIPTIONThe 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
ecosystemsRESPONSIBILITIES
- 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
USAcosta 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 Job Category: AdministrationPosition Type: Full timeBusiness
Unit: MarketingSalary Range: $78,000.00 - $85,000.00Company: Mosaic
Sales Solutions US Operating Co, LLCReq ID: 4071
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Keywords: Acosta Sales & Marketing, Washington DC , Future Assistant Store Manager - Tech Support, Executive , Washington, DC
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