Sr. manager, customer service

KEY RESPONSIBILITIES

CUSTOMER EXPERIENCE & SERVICE STRATEGY

• Partner with CSC leadership to define and execute customer service strategies that support loyalty, retention, and brand reputation.
• Lead multiple customer service teams, including Supervisors/Team Leads and frontline agents, to deliver world-class service.
• Establish clear service standards around first contact resolution, handle time, quality, and customer satisfaction.
• Own the service escalation framework, ensuring timely and effective resolution of complex issues and VIP cases.
• Championing a customer-first culture grounded in empathy, active listening, and problem solving.

OPERATIONAL EXCELLENCE

• Oversee day-to-day service operations including staffing, schedule adherence, real-time management, and workflow design.
• Partner with Workforce Management to forecast volume, plan coverage, and optimize schedules across phone, email, chat, and social channels.
• Ensure adherence to policies, procedures, and regulatory requirements related to customer service and complaint handling.
• Continuously review and refine processes to remove friction, reduce repeat contacts, and drive efficiency.

QUALITY, TRAINING & KNOWLEDGE MANAGEMENT

• Own or co-own Quality Assurance programs, including calibration sessions, call/chat monitoring, and scoring frameworks.
• Partner with Training and Knowledge Management teams to ensure agents have up-to-date resources, product information, and playbooks.
• Identify skills and knowledge gaps; build targeted development plans and training interventions.
• Use coaching, side-by-sides, and feedback loops to elevate service skills, de-escalation, and problem resolution.

ANALYTICS & CONTINUOUS IMPROVEMENT

• Monitor and analyze key metrics such as CSAT, NPS, FCR, AHT, contact volume, and escalation rates.
• Leverage data and customer feedback to prioritize improvements in policies, processes, and tools.
• Partner with Technology and Analytics teams to implement AI-enabled tools (such as virtual assistants, agent assist, and sentiment analytics) that enhance service quality and efficiency.
• Run pilots and continuous improvement initiatives using structured methodologies (e.g., root cause analysis, process mapping).

CROSS-FUNCTIONAL COLLABORATION

• Collaborate with eCommerce, Stores, Merchandising, and Supply Chain to proactively address customer-impacting issues (inventory, fulfillment, returns, repairs).
• Provide customer insights and trends to influence policy changes, product improvements, and end-to-end journey design.
• Partner with Marketing and Loyalty teams to support service aspects of campaigns, events, and membership programs.

Additional Responsibilities

• Perform other duties and special projects as assigned.

Qualifications

MINIMUM REQUIREMENTS & SPECIAL ATTRIBUTES:

• Bachelor’s degree in Business, Communications, Operations, or related field; advanced degree a plus.
• 6+ years of progressive leadership experience in a contact center or customer service environment, including 3+ years leading supervisors or managers.
• Proven track record of improving customer satisfaction, first contact resolution, and overall service performance.
• Deep understanding of contact center service operations, including multi-channel support, workforce management, and quality assurance.
• Experience with CRM systems, contact center platforms, and knowledge management tools.
• Familiarity with AI-driven and automation tools (e.g., chatbots, agent assist, sentiment analysis) and how they support customer service outcomes.
• Excellent communication, conflict resolution, and de-escalation skills; comfortable handling executive-level escalations.
• Strong analytical and problem-solving skills with the ability to translate insights into actionable improvements.
• Demonstrated ability to lead teams through change and build an engaged, customer-focused culture.