Customer Experience Lead - Full Time

Burlington; Santa Rosa (CA); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Associate discount

Medical coverage

401(k) plan

Paid time off

Paid holidays

Training and development opportunities

Job summary

Burlington is hiring a Full-Time Customer Experience Lead in Santa Rosa, CA to model our customer-first approach and lead a frontline team. You will oversee checkout flow, assist with staffing, and ensure the sales floor remains organized and ready to serve customers.

You will partner with store leadership to drive service excellence, troubleshoot issues, and maintain merchandising standards while supporting a positive, inclusive work environment.

Qualifications

• Experience in retail or front-end operations preferred.
• Ability to coach and motivate staff in a fast-paced environment.
• Strong communication and problem-solving skills.

Responsibilities

• Lead by example to deliver excellent customer service store-wide.
• Manage front-end operations, including checkout flow and line management.
• Direct associates during shift and adjust priorities as needed.
• Resolve customer concerns and escalate issues when required.
• Ensure tasks, recovery, and merchandising standards are completed.
• Perform opening and/or closing duties and schedule breaks.
• Troubleshoot register issues to minimize service disruptions.
• Collaborate with leadership to improve service and execution.
• Maintain organized stock and support areas to optimize flow.

Skills

Customer service

Leadership

Communication

Problem-solving

Time management

Team building

Adaptability

Job description

If you want an exciting job with one of the largest off-price retailers in the nation, join the Burlington Stores team as a Full-Time Customer Experience Lead!Overview:As a Customer Experience Lead, you’ll play a key role in delivering a positive and engaging shopping experience for our customers. You’ll help drive front-end operations, support associates during your shift, and ensure the sales floor is organized, stocked, and ready to serve our customers.This is a hands-on leadership role where you’ll work closely with store leadership to keep operations running smoothly while modeling Burlington’s core values and customer-first mindset.What You’ll DoLead by example to deliver excellent customer service across the storeSupport and coordinate daily front-end operations, including checkout flow and line managementDirect associates during your shift, adjusting priorities to meet business needsEnsure fast, friendly, and accurate transactions (sales, returns, exchanges, etc.)Help resolve customer concerns and escalate issues when neededEnsure workload tasks, recovery, and merchandising standards are completedPerform opening and/or closing duties as assignedSupport proper scheduling of breaks and front-end coverageTroubleshoot routine register or transaction issues to minimize service disruptionsPartner with store leadership to identify and address service or execution opportunitiesAssist with merchandise flow and maintain organization in stock and support areasReinforce company policies, safety standards, and operational proceduresWhat We’re Looking ForA strong customer service mindset with a passion for helping othersAbility to lead, coach, and motivate associates in a fast-paced environmentStrong communication and problem-solving skillsAbility to stay organized and adjust priorities quicklyTeam-oriented with the ability to build positive working relationshipsAttention to detail and commitment to operational accuracyFlexibility to work a schedule that includes nights, weekends, and holidaysExperience:1+ years of retail experience preferred (off-price, big box, or specialty retail environments are a plus)Come join our team. You’re going to like it here!You will enjoy a competitive wage, flexible hours, and an associate discount. Part-time associates, based on hours worked, may be eligible for Burlington’s benefits package which includes medical coverage and a 401(k) plan. Part-time associates may also be eligible for up to 4 hours of paid time off annually after one year of service, up to 8 paid holidays, and paid sick time in accordance with applicable law. We are a rapidly growing brand, and provide a variety of training and development opportunities so our associates can grow with us.Our store teams work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day. Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversity.Base Pay: $19.21 per hour - $19.21 per hour