Customer Care Program Manager II, Worldwide Grocery Stores (WWGS) Support Services

Responsible for serving as subject matter expert on assigned areas of Customer Care support for phone, email, social care and other customer-facing channels. Creates SOPs, knowledge base articles and training to support the contact center partner in answering customer queries in an accurate and timely manner. Monitors customer inquiry trends and patterns to identify areas of concern for the company, marketing, stores and regions.

Key job responsibilities

• Manages the Customer Care program for assigned topic areas, providing a high level of support on escalated issues.
• Partners with cross-functional Team Members across store, region, and other relevant groups, to ensure effective understanding and response to customer inquiries and concerns.
• Manages the Customer Care SOPs and concession policy for assigned program areas.
• Creates the supporting training materials, job aids, knowledge articles and email template for use by Tier 1 and Tier 2 contact center agents.
• Updates customer care leadership and business partners on key metrics concerning customer care for assigned program areas.
• Identifies trends and risks in assigned care program area.
• Ensures standard methods and templates are adapted and applied in an efficient and effective manner.
• Manages program launches for assigned program areas.
• Manages assigned vendor partner relationships to ensure quality and productivity KPIs are consistently met or exceeded.
• Recommends process or workflow improvements to team leadership based on agent CSAT feedback and quality evaluations.
• Manages purchasing estimates and commitments for assigned program area.
• Participates in on-call rotation; responds to alerts and system issues.
• Applies basic research, information gathering and analytical skills to select appropriate alternatives from defined options, collect required documentation and verify conformance with standards, assess accuracy of detailed information.
• Handles detailed, structured problems; identifying roadblocks to task completion.
• Exercises good judgment within defined procedures and practices to determine appropriate action.