Retail Operations Manager

Overview

Microsoft is seeking a Retail Operations Manager to join our team at the Microsoft Experience Center in New York who instills a culture that consistently obsesses over customers, innovates, builds on the ideas of others, and impacts overall business results through passionate and motivated teams. This team values a seamless employee and customer experience. You'll leverage team interactions to identify opportunities to train, sell and support your team. You'll implement training, providing feedback and role plays to improve the team's engagement of customers, ability to identify customer needs, and leverages the information to create leads to drive more comprehensive customer solutions.

The Retail Operations Manager makes employment decisions regarding hiring, promotions, pay increases, employment termination, disciplinary actions, and more. In addition, this role has people management responsibilities including driving employee growth and development, executing projects, and managing performance.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Responsibilities

- Manage the team by leveraging their interactions to identify opportunities to train, coach, sell, and support.

- Provide feedback and role plays to improve the team's engagement of customers, ability to identify customer needs, and leverages the information to create leads across all customer segments (e.g., consumer, small-to-medium businesses (SMBs), Web stores, training) and our Microsoft store services to drive more comprehensive customer solutions.

- Execute on priorities from field and Headquarters (HQ) to align on Microsoft Company Store priorities and communication and ensure a seamless employee and customer experience, partnering with the Sr Ops Manager as needed.

- Instill a culture of operational compliance (e.g., privacy, customer data compliance) by providing supervision and accountability across the team, supporting audit procedures and inspections, providing compliance education to Microsoft Company Store employees, and acting as a role model for audit culture.

- Instill a culture that consistently obsesses over our customers, innovates, builds on the ideas of others, and impacts overall business results through passionate and motivated teams. Empowers associates to engage with peers and leaders in the development of innovative ways to make a larger impact in our customers' lives.

- Align priorities and communication to ensure a seamless employee and customer experience.

- Resolve escalated customer issues.

- Manage the Answer Desk appointment queue and repair process and builds, tracks, and communicates appointment growth progress with team members.

- Manage support of customers at the Answer Desk by ensuring technical answers for customers, pivoting, moving resources as needed, and driving collaboration and teamwork to ensure timeliness of customer service.

- Manage sales performance by setting daily goals, deploying resources to match customer traffic, and coaching the team to drive revenue and conversion, and builds, tracks, and communicates sales progress with team members.

- Manage the events and experiences calendar, including planning, staffing, and execution of customer, community, and partner events, and tracks and communicates event attendance and business impact with team members.

- Manage inventory operations, including receiving, stock accuracy, replenishment, and shrink prevention, by partnering with HQ on allocation needs and ensuring product availability to meet customer demand.

- Manage visual merchandising by ensuring displays, signage, and product placement meet HQ standards, are launch-ready, and are maintained to deliver a compelling customer experience.

- Track and communicate the progress of customer issues.

- Observe and coach the team's interactions and provide real-time, constructive feedback to improve customer engagement and provided solutions.

- Motivate the team by communicating company goals, directions, and departmental plans, and implementing business sales strategies and plans consistent with company priorities.

- Build and maintain deep and broad knowledge of products and services and coaches, and role plays with other staff to increase knowledge of products, services, and Microsoft's value proposition.

- Lead the team to establish, maintain, and drive inventory management rhythms. Drives the culture of audit pertaining to inventory management.

- Manages multiple aspects of the supervision, selection, development, and performance management of team members. Interviews, hires, conducts performance evaluations, schedules, assigns, directs, evaluates, trains, and coaches the team members.

- Define team objectives and outcomes.

- Embody our Culture and Values

Qualifications

Required/minimum qualifications

High School Diploma or equivalent AND 3+ year(s) experience in sales, customer service, or retail related roles OR equivalent experience.

Additional or preferred qualifications

Bachelor's Degree in Information Technology, Business Administration, or related field AND 3+ years experience in technology solution sales related roles OR High School Diploma AND 5+ years experience in technology solution sales related roles OR equivalent experience.

2+ years formal or informal people management experience.

Customer Advisor M3 - The typical base pay range for this role across the U.S. is USD $77,000 - $134,500 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $93,000 - $139,600 per year.

Learn more about base pay ranges and pay equity

careers.microsoft.com ↗

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.