Manager of Customer Service

TJX Companies

At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You'll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you're working in our four global Home Offices, Distribution Centers or Retail Stores-TJ Maxx, Marshalls, Homegoods, Homesense, Sierra, Winners, and TK Maxx, you'll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family-a Fortune 100 company and the world's leading off-price retailer.


Job Description:

This Role is hybrid, with 1 day a week required in person.

The Opportunity: Grow Your Career.

The Manager of Customer Service will lead a team responsible for delivering daily call center operations for Marmaxx and HomeGoods/Homesense, ensuring every customer is heard, helped, and valued. The manager will work across various business units and disciplines within TJX (e.g. Field Leadership, Store Operations, Global Communications, Legal, and Loss Prevention) to resolve complex issues quickly and accurately. The manager will proactively elevate the customers' voice to reduce friction and improve business performance, all while optimizing cost-to-serve and ensuring service standards are met.

• Service Delivery: Oversee daily customer service operations; ensure KPIs, service levels, and quality standards are met.
• Customer Experience: Use customer insights to guide policy and service improvements.
• Cross-Functional Partnership: Work with Communications, Field Escalations, Legal, and Loss Prevention to resolve complex issues quickly and strengthen TJX's reputation in the market.
• Workforce & Leadership: Manage staffing, scheduling, and capacity to meet current needs and anticipate future needs. Coach and develop team members and support career growth.
• Team Leadership: Lead and develop the team; manage performance and engagement.
• Operational Excellence: Identify inefficiencies; update SOPs; drive improvements.
• Performance Metrics: Monitor service levels, quality, and customer satisfaction. Use data to find trends and fix root causes.
• Risk & Compliance: Ensure compliance with policies, privacy, and regulatory requirements. Oversee quality audits and corrective actions.
• Technology & Tools: Partner with Tech/Operations to improve platforms, tools, automation, and self-service.

Who We're Looking for: You.

• Bachelor's degree preferred
• 8-10 years of business experience, ideally managing exempt/non-exempt staff
• Retail/restaurant leadership preferred
• Multi-channel service experience (phone, chat, email, social) preferred
• Strong oral and written communicator with proven experience influencing business partners to drive action and optimize business performance.
• Strong project management skills and comfortable in working in agile, fast paced environment
• Passion for understanding customer behavior and advocating for the customer
• Strong conflict resolution and partnership skills
• Calm handling of sensitive issues
• Strong problem-solving skills
• Detail-oriented, deadline-driven
• High degree of proficiency with Microsoft Office products
• Experience with NICE inContact or similar system preferred
• Experience with remote staff support preferred

Benefits include Associate discount; 401(k) match; medical/dental/vision; HSA; health care FSA; life insurance; short/long-term disability; paid holidays/vacation /sick/bereavement/parental leave; EAP; incentive programs for management; auto/home insurance discounts; tuition reimbursement; scholarship program; adoption/surrogacy assistance; smoking cessation; child care/cell phone discounts; pet/legal insurance; credit union; referral bonuses. All benefits are subject to applicable plan or program terms (including eligibility terms) and may change from time to time. Contact your TJX representative for more information.

In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Address:
550 Cochituate Road

Location:
USA Home Office Framingham MA 550 Cochituate Rd

This position has a starting salary range of $104,800.00 to $136,200.00 per year. Actual starting pay is determined by a number of factors, including relevant skills, qualifications, and experience. This position is eligible for an annual incentive as well as long-term incentives.