Customer Care Operations Analyst

DIVE IN TO A NEW CAREER WITH LESLIE'S:

Leslie's Pool Supplies is the "World's Largest Retailer of Swimming Pool Supplies." With over 1,000 retail stores in 39 states plus PRO, Service, E-Commerce, Production, and Distribution divisions, there are many career opportunities at Leslie's. With over 60 years of providing best-in-class products and solutions to our customers, there is nothing that we value more than the development and growth of our team. We strive to create a positive and fun atmosphere where our Team Members feel valued and are enthusiastic about the contributions they make to the success of Leslie's.    

Position Overview:

Customer Care at Leslie's focuses on delivering exceptional service by providing accurate product information, resolving issues, processing returns, and addressing complaints with empathy. It involves maintaining positive relationships through phone, email, and other communication channels, ensuring customer satisfaction. The goal is to ensure a seamless experience by working collaboratively with different departments and staying updated on industry trends, products, and policies.

The Customer Care Process Manager is responsible for overseeing and optimizing the operations of the customer care department. This role focuses on improving the efficiency and effectiveness of customer service processes, leading strategic initiatives, and ensuring that the team delivers exceptional service to customers. The manager will work closely with leadership, cross-functional teams, and stakeholders to implement process improvements and uphold high-quality customer service standards.

Responsibilities:

• Spearhead the integration of new technologies, tools, and processes to drive improvements in operations and elevate service quality.
• Oversee the development and implementation of operational policies and procedures aligned with company objectives and customer service best practices.
• Manage and maintain a comprehensive inventory of training resources and processes.
• Handle bi-annual shift bids, review timecards, and approve or deny PTO requests.
• Create and manage reports and dashboards related to key performance indicators (KPIs), such as NPS, Quality Scores, Average Handle Time (AHT), Actions Per Hour (APH), and attendance.
• Analyze performance data to identify trends, pinpoint areas for improvement, and highlight opportunities for operational efficiencies.
• Prepare and deliver regular performance reports to senior management, providing insights, trends, and recommendations for improvement.
• Collaborate with cross-functional teams (e.g., IT, Marketing, and Product Development) to resolve common customer issues and improve processes.
• Propose and implement solutions to enhance customer care workflows and optimize operational efficiency, utilizing Salesforce functionality, knowledge base management, and dashboards.
• Report system outages, access issues, and equipment needs to ensure smooth operations for both new and existing employees.

Qualifications:

• Bachelor’s degree in business administration, Management, Communications, or a related field (preferred).
• Certifications in customer service management, Lean Six Sigma, or operations management are a plus.
• At least 3-5years of experience in process management/program management, or a related field.
• Exceptional analytical skills, with the ability to use data to drive decision-making and process improvements.
• Excellent communication, problem-solving, and interpersonal skills.
• Proficiency with customer service management software (CRM systems), performance management tools, and Microsoft Office Suite (Excel, PowerPoint, Word).
• Knowledge of customer service best practices, tools, and technologies (e.g., chatbots, knowledge bases, IVR systems).

Leslie's provides a robust benefits package, including:

• Comprehensive medical, pharmacy, dental, & vision plan options.
• Health savings account (with enrollment in the high deductible health plan option).
• Health & dependent care flexible spending accounts.
• Company-paid basic life and AD&D insurance.
• Voluntary supplemental life insurance.
• Company-paid short-term disability and voluntary long-term disability insurance.
• Pre-tax and Roth 401(k) with company match.
• Paid vacation, sick, and bereavement leave.
• Paid holidays, including a floating personal day.
• Employee assistance and wellness programs.
• Earned Wage access is available, allowing early access to a portion of your earned wages before payday.
• Product discounts at Leslie’s Retail stores.

Leslie’s recognizes a critical component to our continued success is our people. Leslie's is committed to developing and fostering a culture of diversity and inclusion within our company and the communities we serve. A key aspect of building a great team is valuing ideas from many viewpoints, which is why we place a priority on identifying and hiring talented individuals from all backgrounds and perspectives.