Assistant Store Manager - Service & Experience Google Store Houston

Acosta•Austin, TX

11h•Onsite

About The Position

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.

Requirements

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

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.
Drive key metrics including NPS (Sales & Repair), Pixel Conversion , and Sales Per Labor Hour (SPLH).
Implement the Google Store Retail staffing model to maintain a determined 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, ensuring peak coverage during high-volume periods without overspending on labor.
Be the expert on 'Radically Helpful' customer service and brand ecosystems.
Own the achievement of measurable sales results and associated Key Performance Indicators (KPIs).
Conduct regular role-plays with associates to demonstrate world-class service and provide feedback on the effectiveness of sales techniques.
Facilitate weekly training and educational sessions to ensure the team is up-to-date on store products and competitive technology.
Motivate the team to succeed through incentives, culture-building, and educating personnel on how to maximize their incentive payouts.
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.
Inspect that associates are properly trained on new products and promotions to demonstrate and discuss them with confidence.
Accountable for adhering to the merchandising standards
Oversee the technician repair process, monitor repair trends, and manage the ticket creation workflow.
Assess customer support needs upon arrival and provide immediate, effective solutions for standard technical problems.
Translate complex technical processes into understandable terms for customers and less-technical team members.
Manage technical personnel to meet and exceed assigned goals for revenue, productivity, and customer reputation.
Partner with management to review staffing forecasts for product launches and manage inventory for repair parts.
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