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Job Requirements of Manager, Customer Experience:
Skills Required:
- Proven experience managing customer service or call center teams, preferably in an environment that includes both direct customer interaction and retail support.
- Strong leadership skills, with the ability to motivate and empower team members to achieve both individual and team goals.
- Ability to think innovatively and develop solutions that transform traditional customer service models.
- Excellent communication and interpersonal skills, with an ability to build strong relationships across multiple teams and functions.
- Analytical skills to interpret customer feedback and data, utilizing this information to drive continuous improvement and operational excellence.
- Passionate about creating exceptional customer experiences and dedicated to cultivating a culture of proactive problem-solving.
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Manager, Customer Experience
Company Overview:
Party City is a global leader in the celebrations industry, delivering joy and inspiration to
customers across more than 70 countries. As North America's largest party goods retailer, Party
City is the go-to shopping destination for every type of celebration, offering an extensive and
innovative selection of products at exceptional value.
With a strong omnichannel presence, Party City continues to grow its eCommerce
business, PartyCity.com, while the company’s over 700 company-owned and franchise store
locations across North America remain an integral piece of their business to allow consumers to
experience their products first-hand. The company also operates Amscan, a premier designer,
manufacturer, and distributor of celebration products including décor, tableware, costumes, and
accessories.
Headquartered in Woodcliff Lake, N.J., with additional locations in the Americas and Asia, Party
City is committed to helping customers create unforgettable moments for every occasion.
Job Overview:
The Manager of the Experience Care Center is responsible for redefining the customer service experience by focusing on both customer and team member needs. This leader will create an environment where every interaction—whether it's with customers or retail store teams—is proactive, solution-oriented, and completed with excellence in a single contact. The ideal candidate will embody a forward-thinking mindset, focusing on innovation, collaboration, and making this care center a true one-stop shop for all inquiries and needs.
- Responsibilities and Duties:
The Manager of the Experience Care Center is responsible for redefining the customer service experience by focusing on both customer and team member needs. This leader will create an environment where every interaction—whether it's with customers or retail store teams—is proactive, solution-oriented, and completed with excellence in a single contact. The ideal candidate will embody a forward-thinking mindset, focusing on innovation, collaboration, and making this care center a true one-stop shop for all inquiries and needs.
Job Requirements:
Skills Required:
- Proven experience managing customer service or call center teams, preferably in an environment that includes both direct customer interaction and retail support.
- Strong leadership skills, with the ability to motivate and empower team members to achieve both individual and team goals.
- Ability to think innovatively and develop solutions that transform traditional customer service models.
- Excellent communication and interpersonal skills, with an ability to build strong relationships across multiple teams and functions.
- Analytical skills to interpret customer feedback and data, utilizing this information to drive continuous improvement and operational excellence.
- Passionate about creating exceptional customer experiences and dedicated to cultivating a culture of proactive problem-solving.