Assistant Leader, Customer Experience

Summary

The Assistant Leader, Customer Experience supports contact center operations at the Tracy Care Center, acting as a subject‑matter expert and mentor to associates. This role helps manage team and departmental activities, drives elevated customer service, and identifies process improvements to enhance operational performance. The Assistant Leader collaborates with leadership and cross‑functional partners to resolve complex customer issues and support talent development.

• Coach and mentor new and existing associates to deliver a luxury customer experience
• Support leaders with hiring, training, and developing team members to meet service and career goals
• Analyze and improve standard operating procedures and identify opportunities for process improvement
• Independently resolve complex customer issues and elevate to cross‑functional partners when necessary
• Drive customer delight and revenue through product knowledge and exceptional service

• 3+ years experience in a customer‑facing role; leadership experience preferred
• Proficiency with Mac or Dell operating systems and order management software
• Strong interpersonal skills and results‑driven mindset
• Ability to work a flexible schedule including evenings, weekends, and holidays
• Detail oriented with a commitment to quality and fostering a positive work environment