First Assistance Manager

First Assistance Manager

The First Assistant Manager (FAM) is the most senior member of the store leadership team below the Store Manager. This role is purpose-built as the Store Manager's primary successor and is designed to bridge the full responsibilities of the Assistant Store Manager with direct exposure to Store Manager-level operations, financial accountability, and strategic execution.

The FAM owns the day-to-day operations of the store in partnership with the Store Manager, leads the full assistant management team, and is expected to be ready-now to step into the Store Manager role with confidence. This is a development-track position that combines operational excellence, people leadership, and business management.

Core Responsibilities

• Daily Operations & Store Leadership
• Lead daily store operations including opening, closing, and managing all shifts.
• Supervise and coach Assistant Managers, Team Leads, Department Managers, and Sales Associates.
• Backfill any store role as needed, including all eight departments and all Helpful Hub services.
• Ensure store readiness against planograms, updated discoveries, and merchandising standards.
• Conduct weekly department walks and coach leaders on corrective actions.
• Support scheduling, approval workflows, and payroll close processes.
• Customer Experience
• Lead by example to create a positive, customer-focused environment across all areas of the store.
• Ensure WOW-level service standards are upheld at every customer touchpoint.
• Resolve escalated customer issues promptly, professionally, and with sound judgment.
• Drive team training on customer service expectations, product knowledge, and in-store systems.
• People Management & Development
• Directly supervise and develop the Assistant Manager(s), Team Leads, and Sales Associates.
• Participate in recruiting, interviewing, onboarding, and performance evaluations for store associates.
• Administer accountability processes across the team in alignment with company policy.
• Partner with the Store Manager to identify development opportunities and succession pipelines.
• Provide ongoing training on customer service, product knowledge, systems, and safety.
• Cross-train and badge in all eight departments and all Helpful Hub services.
• Inventory & Merchandising
• Monitor inventory levels, receive deliveries, and ensure stock is well-merchandised and organized.
• Validate mapping accuracy, price changes, Mango counts, receiving, and merchandising standards.
• Verify accuracy in stocking, transfers, and product availability throughout the store.
• Support accurate pricing, signage, and promotional setups throughout the store.
• Safety & Compliance
• Enforce OSHA and company safety requirements at all times.
• Maintain store cleanliness, organization, and adherence to all operational and safety procedures.
• Ensure compliance with company policies, loss prevention standards, and all regulatory requirements.
• E-Commerce & ACE Systems
• Verify execution of ACE.com orders and ensure accurate fulfillment.
• Confirm completion of NOH reports, PCM processes, LOC verification, transfers, and RCIN weekly.

Store Manager-Level Responsibilities

• Financial & Business Performance
• Co-own the store's sales performance; analyze reports, trends, and monthly P&L alongside the Store Manager.
• Identify performance gaps and develop corrective action plans to improve results.
• Actively participate in managing store expense budgets in alignment with the yearly plan.
• Drive visual merchandising strategies, discovery updates, and corporate marketing initiatives.
• Cash Controls & Financial Integrity
• Validate deposits to match RDS reports; support bank deposit runs (Mon, Wed, Fri) as needed.
• Validate weekly safe count logs and enforce accountability for any discrepancies.
• Support financial audits and ensure 100% accuracy in cash handling procedures.
• Vendor & External Relations
• Assist in managing and maintaining relationships with third-party vendors and external partners.
• Communicate vendor concerns, delivery issues, or compliance gaps to the Store Manager.
• Acting Store Manager
• Assume full Store Manager responsibilities and decision-making authority during the Store Manager's absence.
• Ensure continuity of all operations, compliance, staffing, and customer service standards.
• Lead the team with the same level of accountability and ownership expected of the Store Manager.
• Communicate significant issues or escalations to the District Manager as appropriate.
• Strategic Succession Readiness
• Actively participate in Store Manager-level planning, goal-setting, and leadership meetings.
• Shadow and co-lead all operational areas to build end-to-end store management proficiency.
• Complete Store Manager readiness milestones as defined by the District Manager and company succession plan.
• Serve as a resource and mentor for Assistant Managers to build depth in the leadership pipeline.

Qualifications

• Required
• Minimum 35 years of retail experience, with at least 2 years in a supervisory or assistant management role.
• Demonstrated ability to lead, coach, and develop multi-level teams.
• Strong financial awareness with exposure to P&L, sales reporting, and expense management.
• Excellent organizational, multitasking, problem-solving, and decision-making skills.
• Proficiency in store systems (e.g., Mango, ACE, POS, payroll systems).
• Flexibility to work evenings, weekends, and holidays as required by business needs.
• Preferred
• Associate or bachelor's degree in Business, Retail Management, or a related field.
• Prior experience as an acting store manager or in a Store Manager-in-training program.
• Familiarity with Ace Hardware systems, programs, and operational standards.
• Physical Requirements
• Ability to stand and walk for extended periods throughout the shift.
• Frequent lifting of up to 40 lbs.; occasional lifting up to 60 lbs. with assistance.
• Regular bending, kneeling, and climbing ladders as required.
• Reasonable accommodations may be made for individuals with disabilities.

Performance Benchmarks

• Store sales and expense budget attainment: Meet or exceed annual targets
• Store audit compliance score: ? 95%
• Inventory shrink: ? 1%
• Cycle count compliance: ? 98%
• ACE.com, NOH, LOC, PCM, transfers, RCIN: 100% weekly compliance
• Store Manager succession readiness: Documented ready-now within 1218 months
• Team engagement & retention: Exceed store average

Compensation & Benefits

• Competitive salary commensurate with experience and scope of role.
• Medical, Dental, and Vision insurance.
• 401(k) with company match.
• Paid Time Off and Holiday Pay.
• Employee Discounts and bonus opportunities.
• Structured career development pathway to Store Manager.

EEO Statement

Helpful Hardware Company is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected status. We are committed to providing an inclusive and diverse workplace.