Manager Customer CARE Contact Center- Remote

Job Description

The ideal Nordstrom Customer CARE Operations Manager 2 is responsible for providing best-in-class support for our Nordstrom and Nordstrom Rack Employees and Customers throughout all channels of the Nordstrom Customer CARE operation. The Operations Manager remotely supports a Team of Customer CARE Supervisors and ensures day-to-day operational effectiveness and efficiency. The Customer CARE Operations Manager2 is directly responsible for instilling a “can do” Customer and business-focused attitude in everything that they do, creating a culture characterized by empowerment, commitment, accountability, respect, and excellence.

 

A day in the life…

• Assist in overseeing the daily Customer CARE contact center operations
• Lead, motivate, and support Supervisors by conducting regular touch bases, monthly one on ones, team meetings and quarterly connects
• Support Team by being available to answer questions and coach in a remote environment
• Identify behavioral coaching opportunities and support paths to improvement; conduct ongoing performance and pay calibrations
• Set goals for Supervisor career growth and development
• Analyze reporting. Identify behavioral performance trends and partner with Supervisors to ensure contact center KPIs are consistently being achieved
• Assist with the overall optimization of the Customer CARE Team, suggesting continual improvements to performance initiatives, processes, procedures, and technologies to increase effectiveness and deliver measurable and sustainable business results in a virtual environment
• Implement strategic plans to improve Customer CARE performance, behaviors, and productivity
• Partner with CARE Supportability, Workforce Management, and Learning Teams to align on a seamless “ONE CARE” approach to managing the operation
• Assist with the hiring/interviewing/onboarding and training process
• Be a change agent and find creative and efficient solutions to Customer challenges; assume a high level of ownership for customer satisfaction while handling escalations accordingly
• Meet all assigned expectations and deadlines
• Other duties and projects as assigned

You own this if you have…

• 3+ years of leadership experience in a contact center environment
• Strong understanding of contact center and customer service metrics and experience with state-of-the-art contact center systems/technologies
• Effective leadership skills in the remote/work at home environment
• Strong behavioral coaching skills
• Ability to manage competing priorities in a fast-paced environment 
• Strong time management, organizational, follow-through, public speaking, and presentation skills 
• Active listening skills with strong written and verbal communication skills 
• Ability to establish and maintain cooperative and positive working relationships with employees, customers, and vendors
• Organized, detail-oriented, diplomatic, proactive, self-motivated, dependable, and driven by excellence
• Ability to work flexible schedules, including nights, weekends, and holidays, if required

We’ve got you covered…

Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:

• Medical/Vision, Dental, Retirement and Paid Time Away
• Life Insurance and Disability
• Merchandise Discount and EAP Resources

A few more important points...

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com. 

© 2022 Nordstrom, Inc  

Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

Pay Range Details

The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.

California: $92,000- $155,000 annually, Colorado: $80,000- $132