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 Sr. Manager of the Customer Care Center leads all operational aspects of the call center, including workforce management, technology enablement, performance analytics, and Associate development. This role oversees a team of salaried managers who support associates, customers, stores, and internal partners through phone, email, chat, and digital platforms.
This leader is responsible for achieving service level goals, optimizing staffing and scheduling, managing vendor and system relationships, and driving initiatives that enhance the customer experience. They will partner closely with Retail Operations, eCommerce, Business Technology, and Marketing to ensure seamless, consistent service delivery across all customer touchpoints.
Duties and Responsibilities:
- Oversee daily operations of the Customer Care Center, ensuring service excellence across all communication channels.
- Manage SLAs, key performance indicators (KPIs), and call center metrics, such as average handle time (AHT), first contact resolution (FCR), Net Promoter Score (NPS), and adherence.
- Leverage analytics and reporting to monitor performance trends and implement improvement strategies.
- Develop and maintain quality assurance (QA) programs to drive continuous improvement.
- Oversee escalated customer issues, ensuring timely and effective resolution and long-term corrective action.
- Serve as the primary escalation point for complex customer situations, working closely with Store Operations, eCommerce, and Fulfillment teams.
- People Leadership & Development:
- Lead, coach, and develop Associates to achieve individual and team performance goals.
- Foster a culture of engagement, accountability, and recognition.
- Manage recruiting, onboarding, and ongoing training programs that enhance service quality and retention.
- Provide consistent performance feedback and identify career development opportunities for Associates.
- Ensure customer issues and store escalations are resolved with urgency, empathy, and accuracy.
- Process & Technology Management:
- Collaborate with internal partners to optimize call center systems, workflows, and technologies, including ServiceNow, Nice, SAP, and Salesforce.
- Identify and implement new technologies and process improvements to improve efficiency and customer satisfaction.
- Develop and maintain operational documentation, SOPs, and best practices.
- Analyze performance data and create action plans to improve efficiency, quality, and customer satisfaction.
- Lead or participate in projects related to process improvement, automation, and system enhancements.
- Strategic & Cross-Functional Collaboration:
- Partner with Retail Operations, Marketing, IT, and Logistics to ensure seamless customer service support for both customers and stores.
- Contribute to long-term strategic planning, forecasting, and budgeting for the Customer Care Center.
- Develop performance reports and business reviews for senior leadership, summarizing trends, opportunities, and results.
- Support eCommerce initiatives, special orders, promotions, and omni-channel programs.
- Collaborate with Training and HR teams to maintain accurate knowledge bases, training materials, and onboarding programs.
- Represent the Customer Care Center voice in cross-functional meetings, ensuring customer and store feedback informs operational decisions.
- Drives innovation and efficiency within the Customer Care Center by identifying and implementing opportunities to leverage artificial intelligence (AI) and automation to enhance service delivery, streamline workflows, and improve the overall customer and Associate experience.
- Compliance & Continuous Improvement:
- Ensure compliance with all company policies, procedures, and applicable regulations.
- Monitor and improve service processes through root cause analysis and feedback loops.
- Participate in companywide initiatives to elevate the customer experience and drive operational efficiency.
- Must be flexible, willing to undertake a wide variety of challenging tasks, and special projects as needed.
Qualifications and Skills Required:
- Bachelor’s degree in Business, Communications, or related field preferred.
- Minimum of 5 years of senior leadership experience in a high-volume call center or as a General Manager overseeing a high-volume retail operation; prior experience leading large teams in retail or call center environments is strongly preferred.
- Demonstrated leadership and people development skills with a track record of building engaged high-performing teams.
- Strong analytical and problem-solving abilities with experience using data to drive decision-making.
- Communication: Candidates must have strong listening and interpersonal skills. They must possess good verbal and written communication skills and be able to communicate cross-functionally.
- Computer: Candidates must possess advanced computer skills with a working knowledge of Microsoft Office Suite, including Outlook.
- Business Acumen: Strong business acumen with complete accountability for P&L management.
- Organization: Candidates must be able to organize multiple priorities to ensure that resources are properly allocated to meet objectives.
- Leadership: Candidates must be able to lead by example and, through daily actions, enforce a high standard of Customer service. Candidate must have a customer first mindset to be successful in this role.
Work Environment and Physical Requirements:
- 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.
- This is an in-office role-based Monday through Friday, with weekends off except during peak seasonal periods when additional support may be required.
- Flexibility to work extended and varied hours as needed. Candidates must be able to work a flexible work week, and work nights, weekends, and holidays depending on business needs.
Travel:
- Frequent travel to our Store Support Center (SSC) is required.
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.
We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn’t just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination.
An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report.
