Group Manager Customer Care Ops at Zumiez in Lynnwood, WA

Job description

Position Title: Group Manager, Customer Care Operations Status: Full time Location: Zumiez Home Office – Lynnwood, WA Department: Store Operations Reports to: Director of Store Operations FLSA Status: Non-exempt, Hourly Base Wage Range: $76,000 – $97,000 Additional compensation: Equity and bonus eligible This role is entitled to participate in Zumiez employee benefit program including, but not limited to medical, dental, vision, disability, company paid and/or supplemental life insurance, retirement savings, employee assistance program, flexible spending accounts, employee stock purchase plan, paid time off (sick and vacation), and paid parental leave. ROLE PURPOSE The Group Manager, Customer Care Operations, leads the team responsible for resolving incoming customer requests for assistance. This 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. KEY RESPONSIBILITIES Customer Care Operations 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. People & Workforce Leadership 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. Performance & Business Management 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. Customer Intelligence & Improvement 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. Strategic Planning, Systems & Partnerships Develop annual and cycle plans that align people, service levels, financial resources, technology, and strategic initiatives. Lead and influence a portfolio of Customer Care and customer-experience initiatives, clarifying priorities, ownership, milestones, risks, and outcomes. Partner across functions to resolve issues and improve the customer 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. Additional Scope: Corporate Services 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. SKILLS & COMPETENCIES Customer-Focused Leadership: Keeps the customer at the center whil