Supervisor, Omnichannel Customer Experience

About the role

The Omnichannel Customer Experience Supervisor will partner with store teams and the customer care department to ensure all customer inquiries are handled promptly and with a high level of service. This position plays a key role in maintaining quality, consistency, and compliance with service level agreements across multiple channels.

Key responsibilities

• Monitor and audit the customer care queue for quality, consistency, and SLA adherence.
• Provide performance feedback to the customer care vendor and drive continuous improvement.
• Coordinate daily and weekly with the customer care management team to align priorities.
• Manage escalations in partnership with the vendor and Online Operations & Customer Care Manager.
• Support stores by responding to E‑commerce operations inbox inquiries and resolving order‑related issues.
• Assist in forecasting contact volume for workforce planning.
• Develop and refine SOPs, scripts, and training materials for customer care.
• Analyze call, chat, and email performance data to recommend actionable improvements.

Required profile

• Strong analytical mindset with the ability to interpret performance metrics.
• Excellent communication skills for cross‑functional collaboration.
• Experience in supervising or managing a customer‑facing team, preferably in retail or e‑commerce.
• Detail‑oriented and capable of maintaining high quality standards.

Required skills

What we offer

• Competitive total compensation package.
• Generous employee discount, pension, health & dental benefits.
• Tuition assistance and continuous learning opportunities.