Assistant Manager, Consumer Care

Lead, Inspire, and Elevate the Customer Experience

At Caleres, our Consumer Care team does more than answer questions. We build loyalty, strengthen our brands, and create experiences that keep customers coming back.

In this leadership role, you'll oversee a team of customer service professionals while driving operational performance, process improvements, and exceptional customer experiences. You'll serve as both a coach and a business partner, empowering your team to deliver results while identifying opportunities to enhance efficiency and service quality.

This role is ideal for a leader who thrives in a fast-paced environment, enjoys developing talent, and is motivated by delivering continuous improvement and business impact.

Lead: Inspire, coach, and develop a team of Consumer Care Associates to deliver exceptional service, exceed performance goals, and grow their careers.

Elevate the Customer

Experience:

Drive first-contact resolution and ensure every interaction is friendly, efficient, personalized, and reflective of our brands.

Develop Talent: Create a culture of accountability, trust, recognition, and continuous learning while empowering associates through coaching, feedback, and development opportunities.

Drive Performance: Establish clear expectations around quality, productivity, adherence, and customer satisfaction while motivating teams to consistently exceed goals.

Own Results: Monitor KPIs, service levels, and performance trends, using data and coaching to improve both individual and team performance.

Solve & Support: Manage escalated customer interactions and provide hands‑on leadership that helps associates navigate challenges with confidence.

Improve: Identify opportunities to streamline processes, leverage technology, eliminate inefficiencies, and continuously improve the customer experience.

Partner: Collaborate with Workforce Management, Operations, and cross-functional teams to optimize staffing, service delivery, and business performance.

Represent the Business: Build strong relationships with corporate, brand, and internal partners while championing the value of Consumer Care across the organization.

Lead the Day-to-Day: Provide operational oversight and leadership coverage across customer service channels while adapting to changing business needs.

Our Shoe Discounts. No matter your style, we've got your perfect fit covered with a 30% Associate Discount across Caleres brands.

Get Paid When You Want. Access your money as you earn it and request your earnings before payday.

Career Development and Learning Opportunities. Sharpen your skills with our Learning Database of 12,000+ courses, Linked In Learning, and upfront education assistance.

Benefits that Start Day One. To learn more details about our total rewards including 401k, health benefits and PTO, visit

Mental Wellness. Your mental health is important to us, and we offer free, 24/7 confidential support and resources through Comp Psych EAP for eligible associates.

Relaxed Dress Code. At Caleres, we believe that the right shoes can take you anywhere, and your authentic self is always in style. Feel free to leave your professional attire in the back of your closet!

Job Training. We offer an extensive hands‑on training program to ensure you're confident in your new role and set up for success.

Recognition You Deserve. We value the hard work our associates put in and love to reward them with recognition programs, contests, events, and celebrations.

Site Perks. Located near bus and metro stations, our facility features dedicated work spaces, a Grab & Go Market, fitness center, and complimentary coffee and soda.

Preferred Qualifications & Education

• Retail call center experience preferred
• One…