Senior Manager, Contact Center (Retail)

Location: Remote within the United States; role associated with Calabasas, California. Requires a dedicated home workspace, internet speed of at least 1GB, and a flexible schedule including weekends and holidays.

Salary: $110,800–$166,100 annually, plus eligibility for an annual discretionary bonus.

Company

A national tool retailer with more than 1,600 stores in 48 states, offering over 7,000 tools and accessories and emphasizing quality and value.

What you will do

• Lead, coach, and develop direct and indirect contact center reports while building accountability, engagement, and retention.
• Oversee day-to-day customer support operations, including Tier 2 activities, service levels, staffing, scheduling, and demand planning.
• Define and monitor KPIs, improve performance through behavioral coaching, and maintain appropriate customer service coverage.
• Manage operating expenses, forecast technology and staffing needs, and contribute to annual budgeting.
• Develop strategic plans for contact center structure, processes, and technology, including business cases and change implementation.
• Partner with eCommerce, Marketing, IT, Inventory, Supply Chain, Transportation, and Legal teams to resolve customer experience issues and handle high-profile escalations.

Requirements

• 5+ years of supervisory experience in contact center leadership, including 2+ years with an in-home agent model.
• Strong computer skills, including Microsoft Excel, Word, and PowerPoint.
• Bachelor’s degree, preferably in business or communications, or equivalent experience.
• Ability to work remotely from a suitable home workspace with internet speed of at least 1GB.
• Ability to stand, walk, sit, speak, listen, read from screens and reports, type 35 words per minute, and lift up to 15 lbs.
• Flexible availability, including weekends and holidays, is required.

Nice to have

• Retail or hospitality experience.

Culture & Benefits

• Remote work with a monthly internet allowance to support the required connection speed.
• Medical, dental, vision, life insurance, short-term disability, and long-term disability benefits.
• 401(k) plan eligibility.
• Paid time off of up to 200 hours per year, including floating and paid holidays.
• Paid sick time of up to 80 hours per year unless otherwise required by law.