Customer Care Manager

JCPenney is seeking a Customer Care Manager to provide leadership for Customer Care Center operations. The role focuses on driving a customer-first culture while achieving service, sales, and operational performance goals.

Responsibilities:

• Lead and develop direct and indirect reports (including our AI solutions) to drive a high-performing, customer-centric environment that delivers against service and sales objectives
• Set clear expectations and ensure consistent coaching, accountability, and engagement practices across teams
• Partner across the business to align programs, policies, and operational execution with broader company objectives
• Analyze performance trends and implement actions to improve customer experience
• Support the execution of operational processes, systems, and structural changes that strengthen service delivery
• Collaborate with internal partners (HR, Technology, Network Operations, and business leaders) to meet operational and staffing needs
• Maintain strong relationships with internal leaders and external partners to ensure all KPI targets are met or exceeded
• Lead change initiatives that enhance team capability, engagement, and overall performance

Requirements:

• Bachelor's degree or equivalent business experience
• 5+ years of relevant leadership experience, preferably in contact center or customer operations environments
• Demonstrated ability to lead through others, develop talent, and drive results at scale
• Strong business acumen with the ability to translate data into action
• Proven strength in communication, decision-making, and cross-functional collaboration
• Experience implementing process improvements, new programs, and AI technologies
• Proficient computer skills including MSWord, Excel, PowerPoint, customer service and point of sale systems, navigating multiple tabs/windows
• Requires access to reliable, high-speed internet connection and a quiet working area away from distractions
• Competencies - Embrace Accountability, Strategic Thinking, Customer Focus, Drive Execution, Collaborate Effectively, Cultivate Learning