Executive Customer Relations​/Risk Management Advocate

Executive Customer Relations / Risk Management Advocate

Barnes & Noble is the leading book retailer in the United States, with roots dating back to 1873 and a long history of growth through innovation and expansion. Today, under CEO James Daunt and private ownership by Elliott Advisors, Barnes & Noble operates approximately 700 bookstores nationwide, serves over 700 communities across all 50 states, and maintains a robust digital presence through , NOOK® eBooks and audio books, and educational resources such as Spark Notes.

The company also includes complementary retail brands such as Paper Source, Books Inc., Tattered Cover, and

B. Dalton, further strengthening its market reach. Following a period of revitalization, Barnes & Noble is experiencing strong momentum, with plans to open approximately 60 new stores in 2026, underscoring renewed confidence in physical retail and local bookselling. Combining expansive store networks, curated selections, enhanced in-store experiences, and growing omnichannel capabilities, Barnes & Noble remains the #1 bookseller in the U.S. and a trusted, evolving partner within the publishing and retail ecosystem.

The Executive Customer Relations & Risk Management Advocate is responsible for managing complex customer escalations received through senior executives, Legal, and other high-profile channels. This role serves as a trusted resource for resolving sensitive customer concerns, supporting Retail leadership, and supporting risk management efforts for eComm, Digital business and product-related issues. Success in this role requires sound judgment, professionalism, discretion, along with a strong commitment to delivering exceptional customer experiences while protecting the company’s brand.

This role requires an individual who can independently navigate complex situations, exercise sound judgment, and take ownership of outcomes while partnering with leadership as needed.

An employee in this position can expect a starting hourly rate between $23.00-$25.00, depending on experience, seniority, geographic locations, and other factors permitted by law.

This role is located in our Clifton, NJ Office.

• Manage customer escalations received through Executive Leadership, Legal, Risk Management, Retail/Field team, and other potential sources that may receive an escalation/sensitive issue.
• Investigate complex customer concerns, including reviewing case history and call recordings in collaboration with relevant teams (for example, QA, Training & Knowledge) and leadership to understand interactions, validate information, and gather the context needed for swift resolution and to drive coaching opportunities.
• Identify trends and provide feedback to leadership regarding coaching opportunities, process improvements, and system enhancements and other opportunities to improve customer experience.
• Resolve customer concerns and communicate solutions through phone, email, and written correspondence, taking ownership through resolution and ensuring appropriate follow-up.
• Maintain accurate and detailed documentation of customer interactions, research, actions taken, and outcomes.
• Handle inbound calls and follow-up contacts for various lines that may include but not limited to Executive Customer Relations, Risk Management, ADA Accessibility & Special Handling tickets, and other channels.
• Respond to privacy-related customer inquiries in accordance with company policies and procedures.
• Maintain knowledge of company policies, procedures, products, website functionality, and operational changes to support effective issue resolution.
• Support contact center operations and cross-functional initiatives as business needs require.
• Support Better Business Bureau, and Consumer Affairs…