Custom Services Specialist

Support Center - Irving

The Custom Services Specialist supports the development, execution, and continuous improvement of in‑store custom service programs (e.g., framing, personalization, balloon inflation, cut bar, and emerging services). This role partners closely with the Manager–Custom Services and cross‑functional teams to ensure programs are operationally sound, customer‑centric, and effectively implemented in stores.

The Specialist serves as a subject matter expert for assigned service categories, helping translate strategy into actionable tools, processes, and training that drive consistent execution, strong customer experiences, and sales performance across store locations.

• Support the implementation and day‑to‑day management of assigned custom service programs
• Assist in developing and refining service workflows, tools, and execution guidelines
• Coordinate pilots and tests, gathering feedback, tracking results, and identifying opportunities for improvement
• Monitor program performance and provide insights to optimize sales, attachment, and service adoption
• Ensure programs are clearly documented and easy for stores to execute

• Reinforce service standards that deliver a seamless and high‑quality customer experience
• Help identify customer pain points and support solutions to improve satisfaction and conversion
• Review customer feedback and partner with leadership to address trends and gaps
• Support in‑store execution by ensuring clarity in service expectations and tools

• Assist in creating, updating, and maintaining standard operating procedures (SOPs)
• Identify operational challenges from the field and partner with cross‑functional teams to solve them
• Support testing and validation of processes to ensure efficiency, consistency, and safety
• Help ensure compliance with company standards and operational requirements

• Support development of training materials, job aids, and tools for store teams
• Assist in delivering training sessions (virtual or in‑person) as needed
• Help track training completion and effectiveness
• Provide ongoing support to stores by answering questions and clarifying processes

• Partner with teams such as Store Operations, Merchandising, Marketing, Supply Chain, and Learning & Development to support program needs
• Coordinate with vendors for materials, tools, and service‑related support
• Act as a point of contact for field questions, bridging communication between stores and corporate teams

• Bachelor’s degree or equivalent experience preferred

• 2+ years of experience in retail operations, services, or program support
• Strong organizational and project coordination skills
• Ability to translate strategy into clear, executable tasks
• Strong communication skills with ability to influence cross‑functional partners
• Detail‑oriented with a focus on consistency and execution excellence
• Analytical mindset with ability to interpret data and identify opportunities
• Experience in developing SOPs, training materials, or operational processes preferred

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together.

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full‑time and part‑time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more.