Customer Care Manager
JCPenney•Wayne, NJ
•Remote
About The Position
Provides leadership for Customer Care Center operations for the designated brand(s), driving a customer-first culture while delivering on service, sales, and operational performance goals.
Requirements
- Bachelor’s degree or equivalent business experience.
- 5+ years of relevant leadership experience, preferably in contact center or customer operations environments.
- Demonstrated ability to lead through others, develop talent, and drive results at scale.
- Strong business acumen with the ability to translate data into action.
- Proven strength in communication, decision-making, and cross-functional collaboration.
- Experience implementing process improvements, new programs, and AI technologies.
- Proficient computer skills including MSWord, Excel, PowerPoint, customer service and point of sale systems, navigating multiple tabs/windows
- Requires access to reliable, high-speed internet connection and a quiet working area away from distractions
- Competencies - Embrace Accountability, Strategic Thinking, Customer Focus, Drive Execution, Collaborate Effectively, Cultivate Learning.
Responsibilities
- Lead and develop direct and indirect reports (including our AI solutions) to drive a high-performing, customer-centric environment that delivers against service and sales objectives.
- Set clear expectations and ensure consistent coaching, accountability, and engagement practices across teams.
- Partner across the business to align programs, policies, and operational execution with broader company objectives.
- Analyze performance trends and implement actions to improve customer experience.
- Support the execution of operational processes, systems, and structural changes that strengthen service delivery.
- Collaborate with internal partners (HR, Technology, Network Operations, and business leaders) to meet operational and staffing needs.
- Maintain strong relationships with internal leaders and external partners to ensure all KPI targets are met or exceeded.
- Lead change initiatives that enhance team capability, engagement, and overall performance.
Benefits
- Medical/dental/vision insurance starting on day one
- term life insurance
- paid vacation/holidays
- 401(k) Savings Plan with company match
- generous associate merchandise discount
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What This Job Offers
Job Type
Full-time
Career Level
Manager
