Sr. Manager, Customer Care Center

1 day ago Be among the first 25 applicants Overview At PGA TOUR Superstore, we’re always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we’re dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis. Position Summary The Sr. Manager of the Customer Care Center leads all operational aspects of the call center, including workforce management, technology enablement, performance analytics, and Associate development. This role oversees a team of salaried managers who support associates, customers, stores, and internal partners through phone, email, chat, and digital platforms. This leader is responsible for achieving service level goals, optimizing staffing and scheduling, managing vendor and system relationships, and driving initiatives that enhance the customer experience. They will partner closely with Retail Operations, eCommerce, Business Technology, and Marketing to ensure seamless, consistent service delivery across all customer touchpoints. Duties And Responsibilities Operational Leadership: Oversee daily operations of the Customer Care Center, ensuring service excellence across all communication channels. Manage SLAs, key performance indicators (KPIs), and call center metrics, such as average handle time (AHT), first contact resolution (FCR), Net Promoter Score (NPS), and adherence. Leverage analytics and reporting to monitor performance trends and implement improvement strategies. Develop and maintain quality assurance (QA) programs to drive continuous improvement. Oversee escalated customer issues, ensuring timely and effective resolution and long-term corrective action. Serve as the primary escalation point for complex customer situations, working closely with Store Operations, eCommerce, and Fulfillment teams. People Leadership & Development: Lead, coach, and develop Associates to achieve individual and team performance goals. Foster a culture of engagement, accountability, and recognition. Manage recruiting, onboarding, and ongoing training programs that enhance service quality and retention. Provide consistent performance feedback and identify career development opportunities for Associates. Ensure customer issues and store escalations are resolved with urgency, empathy, and accuracy. Process & Technology Management: Collaborate with internal partners to optimize call center systems, workflows, and technologies, including ServiceNow, Nice, SAP, and Salesforce. Identify and implement new technologies and process improvements to improve efficiency and customer satisfaction. Develop and maintain operational documentation, SOPs, and best practices. Analyze performance data and create action plans to improve efficiency, quality, and customer satisfaction. Lead or participate in projects related to process improvement, automation, and system enhancements. Strategic & Cross-Functional Collaboration: Partner with Retail Operations, Marketing, IT, and Logistics to ensure seamless customer service support for both customers and stores. Contribute to long-term strategic planning, forecasting, and budgeting for the Customer Care Center. Develop performance reports and business reviews for senior leadership, summarizing trends, opportunities, and results. Support eCommerce initiatives, special orders, promotions, and omni-channel programs. Collaborate with Training and HR teams to maintain accurate knowledge bases, training materials, and onboarding programs. Represent the Customer Care Center voice in cross-functional meetings, ensuring customer and store feedback informs operational decisions. Drives innovation and efficiency within the Customer Care Center by identifying and implementing opportunities to leverage artificial intelligence (AI) and automation to enhance service delivery, streamline workflows, and improve the overall customer and Associate experience. Compliance & Continuous Improvement: Ensure compliance with all company policies, procedures, and applicable regulations. Monitor and improve service processes through root cause analysis and feedback loops. Participate in companywide initiatives to elevate the customer experience and drive operational efficiency. Must be flexible, willing to undertake a wide variety of challenging tasks, and special projects as needed.

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