Join the Amazon retail team that launched Amazon Books. We’ve applied twenty years of online retailing experience to build a store that integrates the benefits of online and offline shopping. The ideal candidate views every customer interaction as an opportunity to create an exceptional customer experience. As a member of the Amazon retail team, you have the opportunity to work with a stellar team that provides best-in-class customer service to anyone visiting the store.
As a Store Manager, you are a true owner. You are accountable for managing the end-to-end operations of an established store. You are responsible for maintaining a vibrant store culture based on customer obsession, trust, respect, continuous learning, and fun. You strive to build and lead a strong and diverse store team of Associates, Leads, and Assistant Store Manager (ASM). Your goal as a team is to provide best-in-class customer service to anyone visiting the store.
What You Do
You will be responsible for driving excellent customer service standards in your store and will build fantastic teams who deliver an exceptional customer experience without fail. You will execute and sustain operational procedures to drive efficiency and exceptional results. You will measure KPIs to drive customer engagement and customer experience. You think on your feet and identify efficient short-term fixes while looking into longer-term solutions. You use this information to make recommendations to create and implement best practices.
You Deliver Exceptional Customer Experience
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 work the floor regularly with the Associates. You know how to read 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 are adept at quickly adapting to the needs of each customer.
You are flexible, think on your feet, and exercise great judgment when unusual requests or the most difficult of customers are escalated to you. 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 of products; rather, you ask great questions to better gauge what the customer wants. You make product 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 are able to discern and communicate the right course of action.
You Drive Operational Excellence
You work with the Regional Manager and central teams to understand the key deliverables for your store and use this information to provide clear direction to your team. You have a keen eye for numbers. You review sales data regularly and guide your team to make adjustments in the store to improve sales. You keep a close tab on the actual hours worked by the team to ensure that we utilize resources efficiently. You develop the schedule for the upcoming two weeks and communicate it to the team so they can plan their personal schedules accordingly. You assist your team in bringing products to Front of House (FOH) and execute 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 manning the point-of-sale (POS) station.
You are curious and 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 regularly walk the floor to ensure pricing changes, merchandising guidelines and customer review signage are executed correctly.
No task is beneath you. 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 associates. You strive to make the store a safe and secure place. You share the responsibility of being the Floor Leader or opening or closing manager with the ASM and Leads. 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. As a Floor Leader you ensure that the right labor is deployed to the right places at the right time in order to create an optimal customer experience. While you are the Floor Leader, you are constantly observing and aware of what is happening in your store. You watch for shifts in customer traffic and redeploy labor accordingly. You observe Associate interactions with customers and coach both positively and constructively. You are a true owner of the customer and Associate experience in the store. You focus your team’s efforts by giving them direction on the goals for the week and assigning tasks to them. You strike a good balance between delegating to your team and executing tasks yourself. You collaborate with the team to add the right merchandise and create an environment where customers want to spend time and are eager to return to so they can discover new items. You help the ASMs and Leads develop their functional and leadership skills and coach them on-the-job. You act as the bridge between the store team and central teams and ensure that you quickly share information they need. 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 Develop the Best
You understand that if your team doesn’t work well together, we won’t be successful in creating a space customers are drawn to come and spend time. You look out for great talent who will bring the Amazon culture to life. You present the case for new headcount to management and help drive the hiring process end-to-end. You take time to chat with prospective candidates who stop by in person at the store. You work with your colleagues to interview applicants and carve out time to meet with new hires in their first few days at work. You partner with the Learning Lead to ensure that trainings related to Amazon culture are executed well. You work with the ASM and Leads to set goals and help them 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 maintain a clear view of individual work habits and performance. You review time-off request patterns and act quickly when there is an unplanned absence. You connect with the team 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 in order to create a strong bench of future Store Managers, Assistant Store Manager and Leads. You fully live the Amazon Leadership Principles and are passionate about leveraging them to create an amazing store culture.
You are comfortable working in a physical environment. You have the ability to lift up to 49 pounds and be on your feet for a shift, up to 10 hours at a time with or without reasonable accommodation. You are willing to work a flexible schedule, meeting customer needs, including nights, weekends and holidays.
Basic Qualifications· Bachelor’s degree in Business Administration, Operations Management or equivalent experience.
· 7+ of experience in a retail or customer-facing environment.
· 4+ years of experience building and leading retail teams of 10 or more.
Preferred Qualifications· Passion for store merchandise and a love for sharing and recommending great products.
· Deep understanding of Amazon devices and the Amazon ecosystem.
· Passion for Amazon and commitment to delighting customers.
· Strong verbal communication and customer service skills.
· Demonstrated success in problem solving and delivering results.
· Demonstrated analytical and quantitative skills, ability to use data and metrics to back up assumptions and clearly communicate data insights to others.
· Demonstrated ability to attract, hire and develop teams and build a bench for key roles.
Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.