Assistant General Manager, Customer Operations

**ABOUT THE ROLE**

As an Assistant General Manager, you’ll work with the General Manager to create, execute and maintain the store business plan. You’re a critical leader in driving profitable sales growth through all aspects of the store including; customer and product operations, merchandising, and talent development. You are responsible for supporting the execution of the store strategy to achieve performance goals. You’ll lead others by teaching and coaching Assistant
Managers, Leads, Experts and Brand Associates to cultivate a high performing team to deliver a best-in-class experience to our customers. You are expected to lead the team in the absence of your General Manager.

**CRITICAL COMPETENCIES**

Drives Results Accountability Talent Builder Customer Impact

**ORGANIZATIONAL LEADERSHIP**
- Member of the store leadership team and act as a trusted leader.
- Lead and manage the store in the absence of the General Manager to Field and HQ Leadership.
- Collaborate with leaders and employees to execute merchandising, operational, customer and talent strategic initiatives to improve processes while building the capabilities of others.
- Maintain a clean and safe environment to prevent loss and minimize risk.
- Create and foster a collaborative store culture.
- Demonstrate values and behaviors consistent with our culture.
- Upholds all company policies as outlined in the Policy and Procedure Guide to include; Code of Business

Conduct, Employee Policy Guide and Employee Appearance Guide.

**WHAT YOU’LL DO WHO YOU ARE**
- Build effective teams and drive a culture of high **A current or former retail employee with 2-4 years performance and engagement. of retail management experience.**:

- Support the execution of performance goals A high school graduate or equivalent. and developmental plans for store team. **A good communicator with the ability to effectively ** Support strategies and processes using a interact with customers and your team to meet customer-centric mindset to delivers results and goals. drives store sales. Determined to effectively lead and inspire others to **Recruit, hire, onboard, develop and lead a team learn and grow through coaching and mentoring. of managers and employees. **Driven by metrics to deliver results to meet
- Be accountable for team performance through business goals. teaching, coaching and providing feedback to Agreeable to work a flexible schedule to meet the build capabilities. needs of the business, including holiday, evening, **Own assigned area of responsibility. overnight and weekend shifts.**
- Implement action plans to maximize efficiencies **Organized and utilize time management and and productivity. prioritization skills to effectively manage multiple**:

- Perform Service Leader duties. tasks in an environment with competing demands.
- Ensure consistent execution of standard Knowledgeable of our business and the retail operating procedures. environment and it to evolve store strategies to help **Represent the brand and understand the meet goals. competition and retail landscape. **Able to maneuver around the sales floor, stockroom
- Promote community involvement. and office and lift up to 30 pounds.
- Leverage an omni-channel to deliver a **Ability to travel as required. frictionless customer experience.**:

- Ensure all compliance standards are met.

**COMPETENCIES AND BEHAVIORS: Assistant General Manager**

DRIVES RESULTS:
**Works to make things better**
- Looks for opportunities to improve and takes ad hoc actions
- Delivers as long as there are no major obstacles based on original plan without contingency
- Understands the general profit drivers for area

ACCOUNTABILTY:
**Personally focuses on details and deadlines**
- Acts quickly on and prioritizes commercial opportunities within own area of responsibility
- Clearly communicates expectations of others

TALENT BUILDER:
**Encourages individuals to develop**
- Identifies actions critical to high performance
- Provides specific feedback on performance near the event
- Sets general development goals for improvement in current position and provides standard development opportunities
- Identifies general recruitment need, even if different from the expected or traditional recruitment direction of the organization

**Actively supports individual development of own team members**
- Articulates what “good looks like” in behavioral terms
- Makes calculated “build or buy” decisions on people, with supporting reasons and evidence, to identify whether they can develop internal people or must recruit, AND takes action
- Works with individuals to set appropriately challenging developmental goals, explaining not just what to do, but why to do it
- Frequently provides immediate, positive and negative behavioral feedback
- Seeks input from people, processes, and tools when appraising

CUSTOMER IMPACT:
**Has basic understanding of the customer and uses it**
- Listens to the customer’s feedback and acts o