Mgr Customer Service

Mary Kay•Town of Addison, WI

About The Position

The Manager, Customer Service leads Customer Service functions, including Service Center operations, Workforce Management, and Training and Quality Assurance. The role translates business priorities into consistent service experiences and effective program execution, overseeing people, processes, technology, and resources to strengthen the independent sales force experience, ensure reliable operations, and drive continuous improvement. The leader fosters ownership, collaboration, accountability, and customer focus. The position develops customer service strategy and operating priorities, establishes service standards, oversees service platforms and support capabilities, and uses customer insights and performance data to guide improvements. It also leads change initiatives and partners with senior leaders and cross-functional stakeholders to address business and independent sales force needs. The Manager leads, coaches, and develops Customer Service leaders and teams.

Requirements

7+ years of experience in Customer Service operations, Strategic Communications, or another related field.
7+ years of supervisory experience.
Bachelor's/University Degree in Business, Communication, or a related area, or equivalent.
Substantial people-leadership experience, including leading managers and large, multidisciplinary teams.
Advanced understanding of the direct selling industry and the needs and journey of the independent sales force.
Proven ability to develop customer service strategy, lead contact center or service operations, and implement process enhancements and operational efficiencies.
Strong strategic, financial, analytical, project management, decision-making, and problem-solving capabilities.
Ability to define performance measures, interpret data, develop actionable insights, and present recommendations to executive leadership.
Excellent written, oral, presentation, and interpersonal communication skills, with the judgment and discretion to work effectively with executives, independent sales force members, employees, vendors, and global partners.
Demonstrated ability to lead organizational change, influence across a matrixed organization, and manage multiple high-priority initiatives simultaneously.
Working knowledge of customer service technology and processes.

Nice To Haves

An advanced degree, such as an MS/MBA in a similar field, is desirable.
Experience with Salesforce Service Cloud, Vonage, or comparable customer service platforms is preferred.

Responsibilities

Develop and execute customer service strategy and annual operating priorities aligned with Company goals and values.
Define service standards for consistent, high-quality experiences across the independent sales force journey.
Build a culture of ownership in which team members strengthen relationships, anticipate needs, and provide effective recommendations and solutions.
Oversee the roadmap for customer service platforms, capabilities, policies, and processes to support evolving business and customer needs.
Establish and continually enhance an effective support model across channels and touchpoints.
Improve service capabilities and processes to enable consistent and effective customer interactions.
Translate customer insights, program data, and benchmarks into recommendations and leadership updates.
Define success measures and KPIs, review performance, identify trends, and sponsor corrective actions and continuous-improvement initiatives.
Optimize the use of people, technology, time, and financial resources to support reliable, cost-effective operations.
Lead initiatives to improve customer service systems, processes, policies, workflows, and service standards across a matrixed organization.
Build trust, influence across the organization, and model Company values in leadership and service practices.
Lead change management for process, technology, and program improvements, including transition planning, stakeholder alignment, and communications.
Partner with senior leaders and cross-functional stakeholders to understand business and independent sales force needs, resolve complex issues, and coordinate action.
Lead, coach, and develop Customer Service leaders and teams, setting clear priorities, expectations, and accountability for results.
Lead event strategy and oversee execution of complex event production, content, messaging, promotion, registration, and vendor management.