Unassigned Assistant Store Manager of Service and Operations - Old Navy (Flagship) 4th & Market- SF,CA - Full-time

Job Description

Old Navy makes current American fashion essentials accessible to every family. From day one, Old Navy was a revolution. We were something the world had never seen - fabulous, affordable fashion. We didn't take ourselves too seriously, and we broke the industry's rules. We said fashion didn't have to be just for rich people - it could be for everyone. We opened our first store in 1994 in San Francisco and have been on a roll ever since. Today, customers can shop for their must-have fashion essentials online as well as in one of our 1,000 stores located globally.

When you work at Old Navy, you’re choosing a different path (and a pretty awesome one at that). We believe that style and quality should be accessible to everyone and we work hard to make that possible. Truth is, in fashion, it’s easy to be exclusive. It takes a lot more creativity, guts and drive to be inclusive. What we believe in today is exactly what we believed in when we started: we’re on a mission to democratize fashion and make shopping fun again. Sound good to you?

Old Navy – a brand for everyone, a place for you.

The Assistant Store Manager of Service and Operations is the primary business owner of operational excellence and the customer/Associate experience. They are responsible for driving results through the development and execution of plans to create an extraordinary customer and Associate experience, while meeting and exceeding company productivity standards and delivering on controllable contribution. The ASM uses the Customer Experience Survey, P&L and Operational Scorecard as measurements of effectiveness in their role. The ASM should exercise independent judgment and discretion to drive training, performance management and retention of Associates. Their primary responsibility is to manage, train, coach, supervise, and direct staff to ensure consistent application of company-defined best practices and standards to maximize sales, profitability and the customer experience. The ASM plans and communicates with the store team to achieve goals and deliver a balanced experience that consistently represents brand standards. The ASM collaborates with the Store Manager and ASM-Merchandising and works with the Service & Training Manager.

• Manages all activities related to improved profitability within the store, including process and productivity standards and improvement, expense controls and maximizing gross margin
• Sets, monitors and follows up on productivity goals and objectives for the store team to maximize sales and profitability
• Manages execution through effective planning, prioritizing and communication and follow-up Operates proactively but is able to course correct when necessary
• Utilizes company tools, reports and feedback to analyze trends and identify opportunities
• Owns and ensures operational excellence through the implementation of company defined best practices; monitors results and productivity through operational scorecard; corrects/adjusts plans accordingly to deliver on target results
• Exercises independent discretion and judgment in driving results and enforcing company guidelines and policies
• Partners with store Leaders on Old Navy Card strategies during regular touch bases
• Performs Leader on Duty responsibilities
• Opens and closes the store in accordance with company standards
• Monitors daily payroll planner when opening store and adjusts schedule accordingly
• Practices and ensures all company policies and procedures are followed
• Ensures Leaders and Associates utilize recovery statements to minimize external loss
• Executes all activities related to Risk Management and Safety
• Ensures store meets Store Compliance Audit requirements
• Follows up on all maintenance issues and open tickets with Facility Services
• Manages supply and maintenance expenses
• Ensures brand integrity in all aspects of salesfloor presentation
• Maintains an efficient, service friendly environment
• Ensures team is educated on driving sales promotions and suggestive selling
• Ensures facilities are clean, maintained and customer friendly Develops action plan from Customer Experience Survey feedback
• Drives company service standards; educates on target customer and customer cues
• Ensures team is executing Fitting Room service and maintenance to company standards
• Promotes community involvement to drive brand awareness and loyalty
• Ensures back of house standards are maintained to positively impact the Associate experience
• Ensures cash wrap controls and merchandise protection devices are in place and executed to meet Loss Prevention strategies
• Manages activities related to staffing and development of the Associate population in the store, including hiring administration, training, and performance management
• Energizes and motivates team through positive reinforcement of service standards while executing tasks
• Creates a positive work environment through effective coaching and mentoring
• Partners with the Store Manager to establish clear performance goals and objectives
• Accurately assesses individual and team performance, providing performance feedback
• Initiates and administers corrective action when necessary
• Develops and executes training and developmental plans for Associates
• Writes and delivers Quarterly Check-ins, individual development objectives and annual performance reviews for Associates

Qualification

• Demonstrates time management and organizational skills
• Demonstrates proficiency in training, sales generation and leadership of functional teams
• Knowledgeable of trends and needs of customers
• Demonstrates ability to manage complex and competing priorities
• Accurately assesses teams/situations and create actionable development and improvement plans
• Demonstrates ability to coach, provide feedback, and manage substandard performance.
• Demonstrates Customer Experience skills
• Excellent communication, presentation, delegation, follow-up and leadership skills
• Strong attention to detail
• Demonstrates conflict management and resolution skills
• Demonstrates computer proficiency
• Demonstrates business acumen
• BA/BS Degree or equivalent experience preferred
• Ability to effectively communicate with customers and store personnel
• Ability to lift and carry 30 lbs
• Ability to maneuver around salesfloor, stock room
• Ability to work a flexible schedule to meet the needs of the business, including evening, overnight and weekend shift