Contact Center Manager

TJX Com   •  

Cheyenne, WY

Industry: Apparel & Footwear


5 - 7 years

Posted 342 days ago

We are all explorers! Explore career opportunities at Sierra Trading Post, where we strive to provide find professional advancement, individual recognition and even time for a life outside of work! As an Associate, you already know that Sierra Trading Post is an off-price Internet retailer of brand name outdoor gear, family apparel and footwear, sporting goods and home fashions at incredible savings every single day. With nearly 20 years of online sales and plans for upcoming store growth, it’s a great time to join the Sierra Trading Post team.

You can also feel good knowing that Sierra Trading Post is part of The TJX Companies, Inc., a Fortune 100 company and the leading off-price retailer of apparel and home fashions in the U.S. and worldwide. In addition to Sierra Trading Post, TJX’s retail chains include TJ Maxx, Marshalls, HomeGoods and Homesense, as well as in the U.S.; Winners, HomeSense and Marshalls in Canada; TK Maxx in the U.K., Ireland, Germany, Poland, Austria and the Netherlands, as well as Homesense and in the U.K.; and TK Maxx in Australia. In 2016, TJX had over $33 billion in sales, more than 3,800 stores, and 235,000 Associates. As a retailer committed to growth, success is always in style at TJX!

Job Summary


Oversees the Customer Contact Center, the Customer Experience function and the Returns Department. Has primary responsibility over staff development, inbound customer contact resolution and maintaining customer experience performance stats in all areas of contact. This includes oversight of the specialty functions in the Customer Experience area. Insures we are providing the best possible customer service through customer survey reporting. Facilitates a well prepared and cohesive management team.


Major Areas of Responsibility

Staff Development/Business Initiative Implementation

Directly supervise the Customer Service Manager, Customer Experience Manager and Return Department Manager. Manage and develops the managerial and supervisory team toward meeting the requirements of our internal and external customers. Evaluate the progress of the supervisors. Develop their positions in a way that prepares them for more responsibility and provides more professionalism in the Contact Center. Evaluate and appraise the progress of the supervisors. Work with HR to develop training programs and materials. Maintain the personnel policies set by TJX/ STP. Insure they are administered fairly across the board.

Inbound Resolution-customer contacts

Strategize new business initiatives to ensure customer fulfillment and satisfaction. Improve the TJX Digital Contact Center (Cheyenne) KPI’s with the intention of creating greater operational efficiencies. Maintain customer experience performance statistics. Develop our representatives into a 21st century rep through additional training, elevating required skill sets and training the rep to be proficient in multiple contact types including social medias. Build the Contact Center team capabilities and develop expertise within TJX Digital Cheyenne.

Outbound Partnerships-stores-internal departments-external vendors

Partners cross-functionally with Marketing, E-Commerce, IT, Development, Corporate Communications, Legal and other to develop strategies for addressing customer needs and providing the best possible customer service at all points of contact. Oversees outside contacts with vendors like Vantive, BoldChat, InContact, Teliopti, SurveyGizmo, and others. Insure best practices across all TJX Digital Cheyenne/Cody customer service contact centers. Build the Contact Center team capabilities and develop expertise within TJX Digital Cheyenne.

Collaborates with District offices, Stores on strategies towards improving the customer experience. Offer partnership and support to the field teams as well and internal customers. Collaborate with internal departments to support their functions by providing valuable insights through customer feedback reporting.

Work in conjunction with Marketing Social team on all STP related Social media “hot topic” issues, working with several pre-determined groups for resolution

Maintain the personnel policies set by TJX/Sierra Trading Post. Insure they are administered fairly across the board. Monitor the associate review process and insure reviews are current and consistent. Monitor morale and encourage use of the “Open Door Policy”. Evaluate issues effecting CSR retention and make decisions accordingly.

Keep the director of the department informed of issues and situations effecting the department. Insure all departmental policies and procedures are adhered to.

This job description is not all encompassing and other responsibilities may be assigned. 




  • 5+ years’ experience in Customer Relations, preferably in an off-price environment.
  • Must include 2-3 years supervisory experience. 
  • Good analytical skills with general knowledge of Excel, PowerPoint and the Windows environment.
  • Associates degree. Bachelor’s degree desirable or related experience