Operations Support Center Manager-CPG

Acosta Sales & Marketing; Woonsocket (RI); On-site; USD 57,420 - 60,000; Full time

Job summary

Acosta Sales & Marketing, in Woonsocket, Rhode Island, is looking for a Field Support Supervisor to lead and coach a team dedicated to providing excellent customer support. This leadership position includes managing operational procedures and ensuring quality processes are in place while collaborating with business stakeholders.

The ideal candidate will have a college degree and team leadership experience, along with proficiency in Word, Excel, PowerPoint, and Outlook. A commitment to operational excellence and employee development is essential.

Qualifications

• Must have a 4+ year college degree or related work experience.
• At least 1 year of team leadership experience required.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Coach and develop employees.
• Ensure quality assurance processes are followed.
• Analyze requests and their impacts.

Skills

Leadership

Communication

Analytical

Quality Assurance

Education

4+ year college degree or related work experience

1+ years of applicable team leadership experience

Tools

Word

Excel

PowerPoint

Outlook

Job description

DESCRIPTION

A leadership position responsible for developing and maintaining a support structure for Field Support employees. The Field Support Supervisor ensures execution of department and individual employee goals and objectives. The CROSSMARK Field Support department collaborates with teams, business stakeholders, and clients to provide best-in-class contact center support by proactively identifying opportunities, listening, resolving, and delivering Service Excellence that drives success. Provides support via inbound calls, outbound calls, service tickets and recorded mass communication. Full service for all project phases – standalone or bundled options.

RESPONSIBILITIES

• Coach and develop employees.
• Ensure quality assurance processes are enhanced and followed.
• Maintain and drive operational procedures and compliance.
• Manage employees’ overall work performance; maintain accurate records of employee work performance.
• Analyze viability of all requests and their resulting impacts, both analytical and technical.
• Effectively communicate all changes and enhancements.
• Adhere to and implement company policies and procedures.
• Recruit, hire, and train new employees per company policy and operational procedure.
• Ensure professional and timely resolution of any client and/or customer’s issues.
• Liaise and maintain positive working relationship and communication with leadership, clients, and customers.
• Maintain current knowledge of clients, accounts, and industry.
• Responsible for using appropriate judgment to protect confidential Company information.

QUALIFICATIONS

Education/Experience:

• 4+ year college degree or related work experience.
• 1+ years of applicable team leadership experience.

Computer Skills: Word, Excel, PowerPoint and Outlook proficiency.

Supervisory Responsibilities: This position has direct supervisory responsibilities.

Work environment: Office environment.

ABOUT US

CROSSMARK is a part of Acosta Group – a collective of the industry’s most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey.

At CROSSMARK, we help leading brands grow by connecting them with shoppers where it matters most—in stores and online. As a trusted sales and marketing agency, we specialize in delivering tailored solutions to drive retail success through strategic merchandising, product demonstrations, and data-driven insights.

We value our people by recognizing everyday wins and fostering a supportive, collaborative environment—both in person and online. Here, achievements are celebrated, work-life balance is prioritized, and everyone feels valued. Diversity is our strength—it fuels innovation, unlocks our potential, and reinforces our commitment to fairness and inclusion. Above all, we foster a growth environment where every team member can connect, develop, and build a fulfilling career.

Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact [e-mail] and include "Applicant Accommodation" in the subject of your email.

Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.

The Acosta Group utilizes E-Verify for validating the ability to work in the United States for all job candidates. If you want more information on what this entails and your rights as a job applicant, please use the link provided to access information on our use of E-Verify and your right to work.

EEO STATEMENT

Acosta, and its subsidiaries, is an Equal Opportunity Employer.

JOB DETAILS

Job Category: Sales Support

Position Type: Full time

Business Unit: Sales

Salary Range: $57,420.00 - $60,000.00

Company: Crossmark Inc.

Req ID: 30822