Customer Care Team Manager

Overview

At PGA TOUR Superstore, we’re always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we’re dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis.

Position Summary

The Customer Care Team Manager leads, coaches, and develops a dedicated team of 8-12 Customer Care Associates within the Customer Care Center, with the majority of the role devoted to direct people leadership: daily coaching, performance development, and real-time support. This is a front-line manager position with full supervisory responsibility for an assigned team, directing daily work, managing performance and attendance, and ensuring the team meets or exceeds the key performance metrics of the Customer Care Center.

In this role, you will provide daily direction and coaching to your team, manage schedules and attendance, contribute to hiring and staffing decisions, and provide oversight of day-to-day Customer Care operations. While you will provide operational oversight and step in to support Customers when needed, hands-on operational tasks are secondary to your primary responsibility of building and leading a high-performing team.

Duties and Responsibilities: 

• People Leadership & Coaching:

• Directly supervise a dedicated team of Customer Care Associates, providing daily direction, real-time coaching, and hands-on support.
• Build and develop a team of passionate and knowledgeable Associates who strive to make the Customer the #1 priority by focusing on delivering world class experiences.
• Lead by example and foster an environment of coaching, active listening, transparency, inclusion, professional growth, and support, including performance reviews, corrective actions, and regular constructive and positive feedback.
• Conduct regular one-on-ones, team huddles, and coaching sessions to drive individual and team development.
• Manage day-to-day performance: set goals, monitor progress against key performance indicators, and address performance gaps through coaching and corrective action.
• Approve and manage associate schedules, time-off requests, timecards, and attendance in accordance with company policy.
• Provide meaningful input on hiring, onboarding, promotion, and staffing decisions; interview and retain associates with the right skills, area-specific expertise, and Customer-first mindset.
• Implement and execute training, development plans, coaching, and Standard Operating Procedures set in place for the team.
• Respond quickly to escalated or negative Customer experiences by coaching the Associate through de-escalation and ensuring they feel supported to make things right for the Customer.
• Enable Associates to be champions of our products and services, ensuring they can inform, educate, and promote offerings to Customers.

• Operational Oversight:

• Develop, track, and analyze key performance indicators for actionable insights and strategic recommendations associated with the Contact Center, and ensure departmental goals are achieved.
• Monitor and assess QA for associates, using NICE to facilitate an outstanding Customer experience.
• Provide guidance and direction through queue management in NICE.
• Ensure continuous training, coaching, accountability, and Standard Operating Procedure execution within the team.
• Identify and escalate priority issues to key stakeholders; communicate website issues to internal stakeholders as necessary for quick resolution; report product and service-related trends to the Associate Merchants.

• Customer & Operational Support (as needed):

• Provide oversight of, and when needed assist with, Customer support across multiple channels, including phone and email.
• Investigate and resolve Customer-specific issues related to order shipments.
• Route contacts to appropriate resources.
• Support Loyalty member account management.
• Support eCommerce order management, both domestic and international.

Qualifications and Skills Required:

• Education: The knowledge, skills, and abilities typically acquired through the completion of a bachelor’s degree program or equivalent work experience related to this role.
• Prior leadership, supervisory, or team-lead experience in a Help Desk Support or Call Center environment strongly preferred; demonstrated ability to coach, develop, and motivate a team.
• Strong listening and interpersonal skills, with strong verbal and written communication and the ability to communicate cross-functionally.
• Ability to organize and prioritize multiple priorities to ensure execution against deadlines.
• Advanced computer skills, including proficiency in Microsoft Office Suite and reporting/analytics tools.
• A Customer-first mindset, essential to success in this role.

Preferred Skills and Experience:

• Experience with contact center and retail systems such as ServiceNow, ITSM/CSM, SAP, NICE, Salesforce, and CyberSource.
• Experience in sporting goods retail, the golf or tennis industry, or specialty retail environments.
• Experience supporting both phone and email service channels within a contact center.
• Familiarity with workforce management and quality monitoring tools.

Work Environment and Physical Requirements: 

• This role follows a generally consistent schedule with hybrid flexibility. While the position is primarily structured around standard business hours, the individual is expected to support the needs of the business as required, including evenings, weekends, and holidays. The role may require availability Monday through Sunday to ensure operational needs are effectively supported.

• Must be able to stand and/or sit for extended periods of time as the job is completed primarily at a desk each day. Variable desk heights are offered so alternatively sitting and/or standing at the desk is optional. 

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.