Executive Customer Relations/Risk Management Advocate
Listed on 2026-09-25
-
Management
Operations Management
Job Summary
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.
NJ-Clifton
ClassificationFull-Time
Job SummaryBarnes & 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
What You’ll Do- 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…
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