Amazon Books- Assistant Store Manager (Seattle, WA)
We are currently hiring Assistant Store Managers based in Seattle, WA.
Assistant Store Manager (ASM):
You love the excitement of running a bookstore. You have a flair for leading teams and adjusting your leadership style based on the situation. You enjoy reading and keep yourself updated on the latest in the digital devices front. You are part of the store leadership team. You assist the Store Manager in managing the daily operations of the store and manage a team of Associates and Leads. You play a vital role in maintaining a vibrant store culture based on customer obsession, trust, respect, continuous learning and fun. Together as a team, you provide best-in-class customer service to anyone visiting the store.
What You Do:
Customer Interaction: You and your team are in the unique position of being face-to-face with our customers and you understand the significance of this opportunity.
You are Right a Lot when it comes to reading customers and don't use a one-size-fits-all approach to creating a great customer experience. You warmly welcome anyone who comes into the store and then enjoy using your judgment to adapt to the needs of each individual customer. You are flexible, think on your feet, and exercise great judgment in handling unusual requests or difficult customer interactions.
You are an articulate and persuasive communicator without being pushy. Customers are drawn to you because you are approachable, authentic, humble, kind, pleasant and confident. You don't assume anything about the customer's knowledge on products; rather, you ask great questions to better gauge what the customer wants. You make book recommendations that surprise and delight the customer, and can demonstrate how to use our devices in a simple and accessible way.
You constantly listen for customer input and help determine what the best course of action is.
Operational Excellence: No task is beneath you. You assist your team in bringing products to front of house (FOH) and executing space changes. You support your team in Back of House (BOH) by helping to receive, sort and stow products. Technical issues don't faze you. You are comfortable operating all of the systems, tools and devices used within the store, including the point-of-sale (POS) station.
You remove roadblocks for your team by guiding them on what issues should be escalated to support teams and what they can solve on their own. You are analytical in your approach to discovering the root cause of a problem. You present problems in a clear manner to supporting teams through trouble tickets and other mechanisms and provide help in testing and evaluating fixes. You think on your feet and identify efficient short-term fixes while looking into a longer-term solution.
You have a keen eye for numbers. You look at sales reports on a regular basis and work with the store manager to make adjustments in the store to improve sales. You keep a close tab on the actual hours worked by Associates to ensure that we are utilizing resources efficiently.
You take turns with other Leads, ASMs and SMs in being the Manager on Duty (MoD).
MoD Responsibilities: When you are the MoD, you have store opening and /or closing responsibilities. When opening or closing the store, you follow the processes meticulously to secure all parts of the building. You determine the priorities and assign tasks to the team. You lead the Associates in getting the store ready for working hours and closed down quickly and effectively at the end of the day.
You continually focus your team's efforts by giving them direction on the goals for the day or week and assigning tasks to them. You strike a good balance between delegating to your team and executing tasks yourself.
You lead by example and are a role model when it comes to maintaining a clean and pleasant store environment, not just for customers but also for your co-workers. You strive to make the store a secure place.
Team Contributor: You understand that if the team doesn't work well together, we won't be successful in creating a space where customers are drawn to come and spend time. You fully live the Amazon Leadership Principles and are passionate about helping your team do the same.
You look out for great talent who will bring our Amazon culture to life. If you are the MoD on the new hires' first day at work, you give them a tour of the store and facilities. You lead the trainings related to Amazon culture.
You work with your team to set goals and understand what great performance looks like. You are a hands-on manager who listens closely and is quick to accept feedback and suggestions from the team. You connect with Associates regularly through 1:1s and stand-ups and actively coach and mentor others to prevent small concerns from developing into larger performance issues. You continuously assess and develop talent and help create a strong bench of future leads and ASMs.
You maintain a clear view of your team's work habits. You ensure that Associates punch in and out and take breaks regularly. You supervise their time off requests and act quickly when there is an unplanned absence.
- Bachelor's degree in Business Administration, Operations Management, English Literature or equivalent experience
- 5+ of experience in a retail or customer-facing environment
- 2+ years of experience building and leading retail teams
- Demonstrated ability to attract, hire and develop teams and build a bench for key roles.
- Ability to lift up to 50lbs.
- Ability to be on your feet for a shift, up to 8 hours at a time
- Willingness to work a flexible schedule, meeting customer needs, including nights and weekends
- Ability to travel occasionally, including overnight trips
- Passion for books and a love for sharing and recommending great titles
- Strong understanding of Amazon devices and the Amazon ecosystem
- Sense of humor
- Demonstrated success in problem solving and delivering results
- Passion for Amazon and commitment to delighting customers
- Strong verbal communication and customer service skills
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