Manager Customer Care Operations

About the role

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 Manager, Customer Care Operations is responsible for overseeing all contact center operations while driving the overall customer experience strategy within the Customer Care Center. This position serves as the single point of leadership for the customer service function, owning both the day-to-day operational execution and delivering on our commitment to deliver world-class experiences across all service channels. In this role, you will lead a team of Customer Service Associates, manage workforce operations, champion process improvement, and collaborate cross-functionally with General Managers across store locations, IT, and other key stakeholders to ensure a seamless and consistent customer journey that reflects the passion and expertise PGA TOUR Superstore is known for. Duties and Responsibilities: Contact Center Operations: Oversee daily contact center operations across all channels including phone, email and chat. Manage workforce planning, scheduling, and real-time queue management to ensure adequate coverage and service level adherence. Monitor and analyze key performance objectives (KPOs) including service levels, average handle time (AHT), first contact resolution (FCR), customer satisfaction (CSAT), and Net Promoter Score (NPS). Develop, document, and maintain standard operating procedures (SOPs) for all contact center processes in partnership with the Sr. Manager. Manage contact center technology platforms (CRM, telephony/IVR, ticketing systems) and serve as the primary liaison with IT for system optimization and issue resolution. Oversee quality assurance programs including call monitoring, scoring, and calibration sessions. Customer Experience Strategy: Develop and execute customer experience initiatives that align with organizational goals and brand standards. Analyze customer feedback, survey data, and interaction trends to identify opportunities for experience improvement across all customer segments including online shoppers, in-store customers, and club fitting/lesson inquiries. Collaborate with General Managers to support consistency between the in-store and contact center customer experiences, including relationship management programs and customer engagement initiatives. Team Leadership & Development: Directly manage, coach, and develop Contact Center Supervisors while providing indirect leadership and oversight of Customer Care Associates through the supervisory team. Oversee the full associate lifecycle within the contact center: recruitment, hiring, onboarding, training, performance management and recognition; ensuring supervisors are equipped to execute consistently across their teams. Design and maintain comprehensive onboarding programs including structured 90-day plans with clear milestones and expectations, equipping supervisors to guide new associates through the process. Conduct regular one-on-one coaching sessions, team meetings, and performance reviews with supervisors; lead team-wide meetings and ensure supervisors are holding consistent coaching cadences with their associates. Foster a positive, high-performance team culture at all levels of the contact center, rooted in accountability, continuous improvement, and customer-first values. Identify skill gaps across the team in partnership with supervisors and develop targeted training programs to build team capabilities at both the supervisor and associate levels. Cross-Functional Collaboration: Serve as the primary contact center representative in cross-functional meetings and initiatives. Collaborate with IT to identify, implement, and optimize technology solutions that improve operational efficiency and customer experience. Collaborate as necessary with marketing, merchandising, and retail operations teams to ensure alignment on golf and tennis promotions, seasonal campaigns, product launches, and customer-facing communications. Provide data-driven insights and recommendations to senior leadership on customer trends, operational performance, and strategic opportunities. Qualifications and Skills Required: Education: Bachelor's degree in business administration, Communications, or a related field, or equivalent combination of education and experience. 3-5 years of progressive experience in contact center management or customer service leadership with direct people management responsibility. Demonstrated experience managing both frontline team performance and operatio

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