Head of Customer Care Operations

Zumiez; Lynnwood (WA); On-site; USD 76,000 - 97,000; Full time

Job summary

Zumiez is seeking a Group Manager, Customer Care Operations in Lynnwood, WA, to lead the customer-care team across all service channels and drive brand-aligned resolutions. This full-time role focuses on reducing escalations, improving customer journeys, and partnering with Digital and Stores to enhance the overall experience.

The role requires 4+ years of leadership in customer care, strong people-management skills, and experience with workforce planning, budgets, and cross-functional

Qualifications

• 4+ years of leadership and management experience in Customer Care, contact centers, or comparable service operations.
• Experience leading people managers and developing frontline organizations.
• Retail, e-commerce, or omnichannel customer service experience preferred.
• Experience with workforce planning, quality assurance, service metrics, budgeting, contracts, vendors, and operational improvement.
• Working knowledge of customer service, case-management, order-management, CRM, or contact-center platforms.

Responsibilities

• Lead daily Customer Care and SOLD operations across assigned service channels.
• Establish service standards, response expectations, escalation paths, and brand requirements.
• Ensure timely and appropriate resolution of customer questions, concerns, and complaints.
• Oversee complex escalations and service recovery.
• Represent the voice of the customer in decisions and new initiatives.
• Lead and develop managers, supervisors, specialists, leads, and frontline employees.
• Oversee hiring, onboarding, development, performance management, and succession planning.
• Forecast demand and align staffing, scheduling, seasonal capacity, and labor with service expectations.
• Build team capability in service, sales, problem-solving, systems, fulfillment, and brand standards.

Skills

Customer Care Leadership

People Leadership

Strategic Planning

Operational Planning

Financial & Budget Management

Workforce Management

Data Analysis

Cross-Functional Leadership

Communication & Conflict Resolution

Change & Technology Leadership

Tools

CRM systems

Job description

Zumiez is seeking a Group Manager, Customer Care Operations in Lynnwood, WA, to lead the customer-care team across all service channels and drive brand-aligned resolutions. This full-time role focuses on reducing escalations, improving customer journeys, and partnering with Digital and Stores to enhance the overall experience.

The role requires 4+ years of leadership in customer care, strong people-management skills, and experience with workforce planning, budgets, and cross-functional