Group Manager Customer Care Ops

Zumiez•Lynnwood, WA

18d•Onsite

About The Position

The Group Manager, Customer Care Operations, leads the team responsible for resolving incoming customer requests for assistance. The role ensures timely, brand-aligned resolutions that protect customer relationships, identifies systemic pain points, and partners across Digital and Stores to reduce future contacts and improve the customer experience. The position leads daily Customer Care and SOLD operations, develops managers and frontline teams, oversees staffing and service performance, and manages operating plans, budgets, vendors, and service-level agreements. It uses customer contacts and operating data to identify root causes and guide improvements to processes, policies, training, communication, technology, and customer journeys. The role also leads a portfolio of Customer Care and customer-experience initiatives, maintains procedures and response guidance, partners with customer-facing and technology teams to implement improvements, and ensures practices meet company requirements for customer information, payments, fraud prevention, recordkeeping, and accessibility. Additional responsibilities include leading Corporate Services, setting internal service expectations, overseeing Home Office communications and workplace feedback, and supporting office events, meetings, improvements, and associated budgets. The position is based at Zumiez Home Office in Lynnwood, Washington, in the Store Operations department, and reports to the Director of Store Operations. It is full-time and non-exempt, with a base wage range of $76,000–$97,000 and eligibility for equity and bonus compensation. The team has 25 employees outside peak season and 40 during peak season.

Requirements

At least 4 years of leadership and management experience in Customer Care, contact centers, customer experience, or comparable service operations.
Experience leading people managers and developing frontline organizations.
Experience with workforce planning, quality assurance, service metrics, budgeting, contracts, vendors, and operational improvement.
Working knowledge of customer service, case-management, order-management, CRM, or contact-center platforms.
Strong project management, process improvement, organization, and communication skills.
Passion for leading through culture, values, and empowerment.

Nice To Haves

Retail, e-commerce, or omnichannel customer service experience.

Responsibilities

Lead daily Customer Care and SOLD operations across assigned service channels.
Establish service standards, response expectations, escalation paths, and brand requirements.
Ensure timely and appropriate resolution of customer questions, concerns, and complaints; oversee complex escalations and service recovery.
Represent the voice of the customer in decisions and new initiatives.
Lead and develop managers, supervisors, specialists, leads, and frontline employees.
Oversee hiring, onboarding, development, performance management, and succession planning.
Forecast demand and align staffing, scheduling, seasonal capacity, and labor with service expectations.
Build team capability in service, sales, problem-solving, systems, fulfillment, and brand standards.
Monitor service quality, productivity, customer satisfaction, resolution, and cost.
Maintain a quality-assurance program with clear evaluation, calibration, development, and policy-adherence practices.
Report on department results, customer trends, risks, and priorities.
Build and manage operating plans, budgets, contracts, vendors, resources, and service-level agreements with financial discipline.
Use customer contacts and operating data to identify trends, root causes, and systemic opportunities.
Translate customer feedback into process, policy, training, communication, and technology improvements.
Partner with business owners to improve order management, returns, exchanges, shipping, fulfillment, and digital-to-store journeys.
Reduce avoidable contacts, delays, cancellations, chargebacks, and recurring friction; measure whether changes improve the experience and prevent future contacts.
Develop annual and cycle plans aligning people, service levels, financial resources, technology, and strategic initiatives.
Lead and influence Customer Care and customer-experience initiatives, clarifying priorities, ownership, milestones, risks, and outcomes.
Partner across functions to resolve issues and improve the customer experience.
Maintain procedures, information resources, response standards, and escalation guidance.
Define business requirements and partner with customer-facing and technology teams to test and implement improvements.
Improve workflows, automation, self-service, and service provider performance.
Ensure practices meet company requirements for customer information, payments, fraud prevention, recordkeeping, and accessibility.
Lead Corporate Services and establish internal service expectations.
Oversee general Home Office communications and workplace feedback.
Support Home Office events, all-hands meetings, office improvements, and associated budgets.