Customer Care Manager

Customer Care Manager

(remote)

Provides leadership for Customer Care Center operations for the designated brand(s), driving a customer-first culture while delivering on service, sales, and operational performance goals.

Responsibilities

• Lead and develop direct and indirect reports (including our AI solutions) to drive a high-performing, customer-centric environment that delivers against service and sales objectives.
• Set clear expectations and ensure consistent coaching, accountability, and engagement practices across teams.
• Partner across the business to align programs, policies, and operational execution with broader company objectives.
• Analyze performance trends and implement actions to improve customer experience.
• Support the execution of operational processes, systems, and structural changes that strengthen service delivery.
• Collaborate with internal partners (HR, Technology, Network Operations, and business leaders) to meet operational and staffing needs.
• Maintain strong relationships with internal leaders and external partners to ensure all KPI targets are met or exceeded.
• Lead change initiatives that enhance team capability, engagement, and overall performance.

Qualifications

• Bachelor’s degree or equivalent business experience.
• 5+ years of relevant leadership experience, preferably in contact center or customer operations environments.
• Demonstrated ability to lead through others, develop talent, and drive results at scale.
• Strong business acumen with the ability to translate data into action.
• Proven strength in communication, decision-making, and cross-functional collaboration.
• Experience implementing process improvements, new programs, and AI technologies.
• Proficient computer skills including MSWord, Excel, PowerPoint, customer service and point of sale systems, navigating multiple tabs/windows
• Requires access to reliable, high-speed internet connection and a quiet working area away from distractions
• Competencies - Embrace Accountability, Strategic Thinking, Customer Focus, Drive Execution, Collaborate Effectively, Cultivate Learning.
   

What You Get

Enjoy a rewarding career at Catalyst, where we offer a competitive benefits package, a vibrant work environment, and the opportunity to make a difference at one of America's most iconic brands. 

• Benefits: Medical/dental/vision insurance starting on day one, term life    insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and a generous associate merchandise discount.
• Growth and Development: We are committed to helping our employees grow their careers and develop their skills. We offer a variety of training and development programs, as well as opportunities for advancement. 
• Collaborative Culture: We believe in creating a workplace where everyone feels valued and respected. We encourage teamwork and collaboration, and we are always looking for ways to support our employees' success. 

About Catalyst

Catalyst Brands reflects the bringing together the rich heritages of our brands with modern excitement and a new vision for success with five iconic brands together under a unified powerhouse portfolio to celebrate the essence of American style.  We are leveraging our rich history, resources and best-in-class industry talent to further build the success of our brands.  At Catalyst we are united in one shared purpose: We exist to ignite America’s most beloved retail brands to make fashion accessible to all.   For more opportunities to join our team please visit our careers page.