Customer Care ManagerAre you deeply passionate about providing premier service to customers? Are you driven to lead, mentor, and motivate teams? Are you a self-starter who thrives in dynamic environments? The Manager of Customer Care recruits and leads a large team of customer care agents, specialists, and supervisors who engage with thousands of customers each day. The Manager serves as a role model in customer recovery techniques and actively participates in mentoring, coaching, and developing current and new associates to ensure accurate job knowledge, skill and teamwork. As a customer advocate, the Customer Care Manager champions opportunities to consistently improve the customer experience at Publixboth within and beyond Customer Care and Social Media (CCSM).

Additional Responsibilities Include: Analyzing and reporting key performance indicators; establishing productivity benchmarks and performance standards; identifying trends and variances; isolating critical issues; and recommending solutions for continuous quality improvement.

Partnering cross-functionally with leaders throughout the company to maintain a strong understanding of Publix business areas and elevate opportunities to enhance the overall customer experience.

Supporting the ongoing evolution of Customer Care by aligning people, processes, and technology to meet the needs of both customers and associates.

The responsibilities listed in this position description are not intended to be all-inclusive, and additional responsibilities may be assigned as needed.

Required Qualifications

Bachelor's degree in Business Management, Public Relations, Mass Communications, Marketing, News Media or Journalism, or equivalent experience

At least 5 years of management or supervisory experience

At least 7 years of professional communication experience

• At least 7 years of in-depth, hands-on experience in a call center environment
• At least 5 years in customer service-oriented roles and/or retail experience

3 years of project management experience

3 years of crisis communications experience

Expert knowledge of contact center best practices

Advanced knowledge of data analysis practices and trends identification

Advanced knowledge of Windows, Word, Excel, and Adobe Acrobat

Basic knowledge Publix phone systems, Avaya and Telstrat

Basic knowledge of SharePoint, and PowerPoint

Strong change management skills

Expert communications skills. including exceptional writing and grammatical skills

Strong analytical ability

Excellent management/ leadership skills

Strong ability to collaborate with others across the organization to positively influence, gain support for and keep stakeholders appraised of project status, risks and key changes

Knowledge of crisis monitoring and communication plans

Ability to work independently, be a self-starter and display a high degree of self-motivation, commitment, and integrity

Ability to demonstrate a high level of maturity and tact

Ability to work weekends and extended hours as business needs require

Preferred Qualifications

Master's degree in Business, Public Relations, Mass Communication, Marketing, New Media, Journalism

At least 7 years of management or supervisory experience

At least 10 years of professional communication experience

At least 7 years in a customer service and/or retail role

5 years of project management experience

5 years of crisis communications experience

Bilingual including written communication (Spanish and English)

Advance knowledge of Windows, Word, Excel, and Adobe Acrobat

Advanced degree in any of these fields

At least 10 years of in-depth, hands-on experience in a call center environment

Strong knowledge of Publix culture, business objectives, overall structure and relevant policies and processes

Knowledge of contact center technologies, including but not limited to CCaaS, IVR, case management, CRM, and quality management solutions

Knowledge of PowerBI or other data visualization software

Hours of Work

Mon

• Fri 8:30am - 4:30pm

Frequency of

Pay

Monthly

Minimum Base

Pay

7,370

Maximum Base

Pay

11,050

Potential Annual Pay with Bonus: 95,810 - 143,650

Year End Bonus: As a year-end bonus to associates, Publix issues one month's extra pay (pro-rated in the first year) each year if associate remains employed through issue date of the bonus check that year. This is calculated as a 13th month of pay in the Potential Annual Pay with Bonus line above.

Benefits Information

Employee stock ownership plan that contributes Publix stock to associates each year at no cost

An opportunity to purchase additional shares of our privately-held stock

401(k) retirement savings plan

Group health, dental and vision plans plan

Paid Time Off

Paid Parental Leave

Short- and long-term disability insurance

Tuition reimbursement

Free hot lunches (buffet-style) at facilities with a cafeteria

Address: 3300 Publix Corporate Parkway

City: Lakeland

State: Florida

Zip Code: 33811-3311

Your application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours. Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email. For this position, Publix does not and will not file a petition or application with the USCIS or Department of State on behalf of any noncitizen for any immigration-related benefit to work and/or to continue to work in the United States, e.g., an H-1B or TN petition or permanent residence. *Relocation/Household Good Shipment Allowance will NOT be provided.*

Facility: Lak Publix Corporate Office B003

Job Category: Customer Experience