Senior Manager, Customer Care

Why WFM:
A career at Whole Foods Market is more than just the work you do- it's about your personal growth and creating meaningful change. Our purpose is to nourish people and the planet. That means improving how people eat, funding grants for school gardens, providing access to fresh and healthy food to people living within food deserts, alleviating poverty in developing countries, and so much more. Working with us means you are making a difference within your community and beyond. We aren’t just a grocery store: we’re world-changers. And with your help, we will continue to set the standards of excellence and revolutionize the grocery industry.

About the position:
As the Senior Manager of Customer Care, you are the strategic engine and visionary leader of the Customer Care function for all of Whole Foods Market. You are responsible for a multi-million dollar budget and the relationship with our contact centers. You are a natural people-leader and will support 11 team members (four direct reports).

You’ll provide leadership and oversight for WFM Customer Care teams, processes, and outcomes. You will also ensure internal, external (third-party service provider), and combined teams effectively monitor customer engagement and social media platforms, handle email, phone, and regular mail requests, and are up-to-date with new / evolving communication channels. Lastly, you’ll engage cross-functionally to ensure an integrated and holistic response to customer questions and concerns.

Job Location:

• Relocation is offered for this position
• This position is based in Austin, TX and will require a minimum of three days per week in our downtown offices.

Responsibilities:

• Ensures Customer Care Team Leaders and Team Members, internal and external, understand and follow established roadmaps and adapt / apply industry best practices.
• Monitors and documents Customer Care performance and metrics, developing data-driven and insightful reports for leadership distribution.
• Works with analytics Team Members to assess the impact and effectiveness of Customer Care solutions, identifying areas of success, patterns, trends, and opportunities for improvement.
• Oversees execution of Customer Care programs and processes across the company.
• Engages with cross-functional stakeholders to ensure an effective and integrated response to customer questions and concerns.
• Negotiates contract and service level agreements with external vendors; works with vendor leadership to address identified issues and resource and operational challenges.
• Recommends and supports implementation of process improvement initiatives.

Key Ingredients:

• 2-4 years’ leadership experience.
• Understands how changes in customer expectations, the competition, new business, new markets, and evolving strategies impact the company’s competitive position and long-term prospects.
• Proven ability to craft actionable, creative, and data-driven strategies.
• Recommends strategically-focused engagement / process adjustments based on program effectiveness, customer feedback, anticipated direction, and identified challenges and trends.
• Leads detailed task / project planning, including cost, schedule and resource requirements.
• Leverages data-driven insights to recommend and implement task / project management and delivery methodology continuous improvement.
• BA/BS degree and 6-8 years’ relevant experience OR equivalent combination of education and relevant experience.
• Proven ability to build cross-functional partnerships and inspire collaboration and action in the absence of a ‘direct report’ relationship.
• Assesses how products, processes, and operating models impact the company’s business and financial performance.
• Consults with cross-functional stakeholders on Customer Care methods and processes; ensures shared understanding and commitment to solution development and implementation.

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

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