7+ years of experience in Customer Service operations or Strategic Communications
7+ years of supervisory experience leading teams
Bachelor's degree in Business, Communication, or related field; advanced degree preferred
Extensive people-leadership experience with multidisciplinary teams
Deep understanding of the direct selling industry and independent sales force needs
Proven track record in developing customer service strategies and operational efficiencies
Strong analytical, project management, and decision-making skills
Responsibilities
Develop and execute customer service strategy aligned with company goals
Define service standards for high-quality customer experiences
Build a culture of ownership and proactive customer engagement
Oversee customer service platforms and processes to meet evolving needs
Enhance support models across various channels and touchpoints
Translate customer insights into actionable recommendations
Lead initiatives for continuous improvement in service operations
Benefits
Opportunities for professional development and growth
Collaborative work environment fostering innovation
Access to advanced customer service technology
Support for work-life balance
Engagement in meaningful projects that impact customer experience
Full Job Description
About the Role
The Manager, Customer Service leads the Customer Service functions, including Service Center operations, Workforce Management, and Training and Quality Assurance, as well as translates business priorities into consistent service experiences and effective program execution. This role oversees people, processes, technology and resources to strengthen the independent sales force experience, ensure reliable operations and drive continuous improvement. The leader fosters a culture of ownership, collaboration, accountability and customer focus.
Responsibilities:
Customer Service Strategy & Experience
Develop and execute the customer service strategy and annual operating priorities in alignment with Company goals and values.
Define service standards that create consistent, high-quality experiences across the independent sales force journey.
Build an ownership culture in which team members strengthen relationships, anticipate needs, and provide effective recommendations and solutions.
Customer Service Operations & Capabilities
Oversee the roadmap for customer service platforms, capabilities, policies, and processes to support evolving business and customer needs.
Establish and continuously enhance an effective support model across channels and touchpoints.
Drive improvements to service capabilities and processes that enable consistent and effective customer interactions.
Operations, Performance & Continuous Improvement
Translate customer insights, program data and benchmarks into clear recommendations and leadership updates.
Define success measures and KPIs; review performance, identify trends and sponsor corrective actions and continuous-improvement initiatives.
Optimize the use of people, technology, time and financial resources to support reliable, cost-effective operations.
Lead initiatives that improve customer service systems, processes, policies, workflows and service standards across a matrixed organization.
People Leadership, Collaboration & Change
Build trust, influence across the organization and model Company values in day-to-day leadership and service practices.
Lead change management for process, technology and program improvements, including transition planning, stakeholder alignment and communications.
Partner with senior leaders and cross-functional stakeholders to understand business and independent sales force needs, resolve complex issues and coordinate action.
Lead, coach and develop Customer service leaders and teams, setting clear priorities, expectations and accountability for results.
What You'll Need to Be Successful
Experience: 7+ years of Customer Service operations, Strategic Communications, or other related field
Supervisory Experience:7+ years
Education:Bachelor/University Degree in Business, Communication, or a related area or equivalent. An advanced degree, such as an MS/MBA in a similar field is desirable.
Substantial people-leadership experience, including leading managers and large, multidisciplinary teams.
Advanced understanding of the direct selling industry and the needs and journey of the independent sales force.
Proven ability to develop customer service strategy, lead contact center or service operations, and implement process enhancements and operational efficiencies.
Proven ability to lead event strategy and oversee execution of complex event production, content, messaging, promotion, registration and vendor management.
Strong strategic, financial, analytical, project management, decision-making and problem-solving capabilities.
Ability to define performance measures, interpret data, develop actionable insights and present recommendations to executive leadership.
Excellent written, oral, presentation and interpersonal communication skills, with the judgment and discretion to work effectively with executives, independent sales force members, employees, vendors and global partners.
Demonstrated ability to lead organizational change, influence across a matrixed organization and manage multiple high-priority initiatives simultaneously.
Working knowledge of customer service technology and processes. Experience with Salesforce Service Cloud, Vonage or comparable customer service platforms preferred.
About Mary Kay
Mary Kay Inc. is an American privately owned multi-level marketing company that sells cosmetics products. The company was founded by Mary Kay Ash in 1963. Mary Kay is headquartered in Addison, Texas, outside Dallas. Mary Kay is known for its philanthropic efforts, particularly its work to end domestic violence. Mary Kay has a sales force of over 3.5 million people.
