Manager of Customer Service

The TJX Companies, Inc.•Framingham, MA

1d•Onsite

About The Position

The Manager of Customer Service will lead a team responsible for delivering daily call center operations for Marmaxx and HomeGoods/Homesense, ensuring every customer is heard, helped, and valued. The manager will work across various business units and disciplines within TJX (e.g. Field Leadership, Store Operations, Global Communications, Legal, and Loss Prevention) to resolve complex issues quickly and accurately. The manager will proactively elevate the customers’ voice to reduce friction and improve business performance, all while optimizing cost-to-serve and ensuring service standards are met.

Requirements

Bachelor's degree preferred
8-10 years of business experience, ideally managing exempt/non-exempt staff
Multi-channel service experience (phone, chat, email, social) preferred
Strong oral and written communicator with proven experience influencing business partners to drive action and optimize business performance.
Strong project management skills and comfortable in working in agile, fast paced environment
Passion for understanding customer behavior and advocating for the customer
Strong conflict resolution and partnership skills
Calm handling of sensitive issues
Strong problem-solving skills
Detail-oriented, deadline-driven
High degree of proficiency with Microsoft Office products
Experience with remote staff support preferred

Nice To Haves

Retail/restaurant leadership preferred
Experience with NICE inContact or similar system preferred

Responsibilities

Oversee daily customer service operations; ensure KPIs, service levels, and quality standards are met.
Use customer insights to guide policy and service improvements.
Work with Communications, Field Escalations, Legal, and Loss Prevention to resolve complex issues quickly and strengthen TJX’s reputation in the market.
Manage staffing, scheduling, and capacity to meet current needs and anticipate future needs.
Coach and develop team members and support career growth.
Lead and develop the team; manage performance and engagement.
Identify inefficiencies; update SOPs; drive improvements.
Monitor service levels, quality, and customer satisfaction. Use data to find trends and fix root causes.
Ensure compliance with policies, privacy, and regulatory requirements. Oversee quality audits and corrective actions.
Partner with Tech/Operations to improve platforms, tools, automation, and self-service.