Custom Services Specialist

Michaels Stores • Irving, TX

19h • Onsite

About The Position

The Custom Services Specialist supports the development, execution, and continuous improvement of in-store custom service programs (e.g., framing, personalization, balloon inflation, cut bar, and emerging services). This role partners closely with the Manager–Custom Services and cross-functional teams to ensure programs are operationally sound, customer-centric, and effectively implemented in stores. The Specialist serves as a subject matter expert for assigned service categories, helping translate strategy into actionable tools, processes, and training that drive consistent execution, strong customer experiences, and sales performance across store locations.

Requirements

• 2+ years of experience in retail operations, services, or program support
• Strong organizational and project coordination skills
• Ability to translate strategy into clear, executable tasks
• Strong communication skills with the ability to support and influence cross-functional partners
• Detail-oriented with a focus on consistency and execution excellence
• Analytical mindset with the ability to interpret data and identify opportunities
• Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

Nice To Haves

• Experience in developing SOPs, training materials, or operational processes preferred

Responsibilities

• Support the implementation and day-to-day management of assigned custom service programs
• Assist in developing and refining service workflows, tools, and execution guidelines
• Coordinate pilots and tests, including gathering feedback, tracking results, and identifying opportunities for improvement
• Monitor program performance and provide insights to optimize sales, attachment, and service adoption
• Ensure programs are clearly documented and easy for stores to execute
• Reinforce service standards that deliver a seamless and high-quality customer experience
• Help identify customer pain points and support solutions to improve satisfaction and conversion
• Review customer feedback and partner with leadership to address trends and gaps
• Support in-store execution by ensuring clarity in service expectations and tools
• Assist in creating, updating, and maintaining standard operating procedures (SOPs)
• Identify operational challenges from the field and escalate or help solve in partnership with cross-functional teams
• Support testing and validation of processes to ensure efficiency, consistency, and safety
• Help ensure compliance with company standards and operational requirements
• Support development of training materials, job aids, and tools for store teams
• Assist in delivering training sessions (virtual or in-person) as needed
• Help track training completion and effectiveness
• Provide ongoing support to stores by answering questions and clarifying processes
• Partner with teams such as Store Operations, Merchandising, Marketing, Supply Chain, and Learning & Development to support program needs
• Coordinate with vendors for materials, tools, and service-related support
• Act as a point of contact for field questions, helping bridge communication between stores and corporate teams
• Other duties as assigned

Benefits

• health insurance (medical, dental, and vision)
• paid time off
• tuition assistance
• generous employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees