Total 9 Manager level Customer Service job vacancies in Charlotte, NC

WHAT IS THE SMALL BUSINESS/SELF EMPLOYED (SB/SE)DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:
-SB/SE Collection Operations, Collection Director

The following are the duties of this position at the full working level.

-Meets with managers and executives within the Service to define the overall goals and objectives of the project.
-Prepares action plans and schedules for various phases of project accomplishment, both short and long-range; ensures that plans are consistent with Service goals, schedules, and policies.
-Prepares recommendation for resource requirements to accomplish the project; negotiates with managers of various components of the Service to obtain needed resources and support.
-Plans, coordinates, and establishes operating methods and procedures for accomplishment of project mission; as needed, directs the development and accomplishment of employee training relating to the project.
-Conducts in-depth analyses of project data, requirements, and impact; identifies problem areas and determines how to resolve them.

WHAT IS THE OFFICE OF CHIEF RISK OFFICER DIVISION?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:
Office of Chief Risk Officer

The following are the duties of this position at the full working level.

• The incumbent for this position meets with top-level managers and executives within the Service to establish and define the overall goals and objectives of the Insider Risk Management (InRM) Program. Assists in setting business unit strategy and goals that enhance compliance with laws and policy aligned with the overall organizational strategy.
• Designs and develops programs, systems, and strategies based on Insider Threat (InT) trend analysis and other relevant data. Responsible for insider threat analysis, assessing tool/logs to determine risk level and elevation required, supporting investigations, playbook development, and lessons learned identification.
• Champions InRM Program best practices (e.g., charter, concept of operations, strategy, roadmap, and policy) and oversees activities to identify and implement new work for continued growth and maturity. The outcome is designed to improve the accuracy, timeliness, and overall quality of services provided by IRS.
• Oversees the IRS InRM Program and performs intakes, research, analysis, and mitigations of insider threat incidents. Also, acts as the InT Lead, InT Hub Coordinator, and InT Hub Analyst.
• Generates recommendations for personnel and budget requirements for project success, engaging in negotiations with managers across the Service to secure necessary resources and support. Identifies, acquires, and allocates resources; ensures timely delivery within budget constraints; and effectively evaluates projects and programs.

WHAT IS THE PRIVACY, GOVERNMENTAL LIAISON AND DISCLOSUREDIVISION (PGLD)?
A description of the business units can be found at: https://www.jobs.irs.gov/about/who/business-divisions

Vacancies will be filled in the following specialty areas:
Privacy, Governmental Liaison and Disclosure (PGLD), Identity Assurance (IA)

The following are the duties of this position at the full working level.

• Meets with top-level managers and executives within the Service to define the overall goals and objectives of the project.
• Prepares action plans and schedules for various phases of project accomplishment, both short and long-range; ensures that plans are consistent with Departmental and Service goals, schedules, and policies.
• Prepares recommendation for personnel and budget requirements to accomplish the project; negotiates with managers of various components of the Service to obtain needed resources and support.
• Establishes a system to review, control, and report on project status.
• Plans, coordinates, and establishes operating methods and procedures for accomplishment of project mission; as needed, directs the development and accomplishment of employee training relating to the project.

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

BUSINESS OVERVIEW:

Global Risk Management (GRM) leads bank-wide initiatives for management of all aspects of risk, including strategic, market, credit, compliance, liquidity, operational, model and reputational risk matters to support sustainable, profitable corporate growth.

In a data driven economy, strategic data asset management is foundational to add to the enterprise value. Within GRM, we have established the Data Strategy & Management (DSM) function. A key pillar of this function is a growing Strategic Coordination and Implementation (SCI) team. 

Under DSM Executive’s leadership, the SCI team will develop a holistic vision on how best to structure data sourcing and data quality control strategy for GRM so it can unlock business value. This role provides you with a broad platform to build partnerships with business and risk counterparts, a vantage point to explore end-to-end data ecosystems and technologies, and ability to co-develop data solutions for GRM that drive the greatest value across the organization. 

Job Description: 
This job is responsible for providing risk oversight and advice to the Line of Business (LOB) on risk management issues. Key responsibilities include identifying risks to which the LOB is exposed, implementing measures to prevent and mitigate losses, and monitoring risk outcomes. Job expectations may include the ability to recognize all risk categories including credit, market, operational and compliance, as well as directing risk staff or participating in establish risk management procedures and standards.

Specifically, this role will collaborate with the GRM Data Stewards, Data Users, Data Owners, and Technology Teams to understand and assess their data, processes, and technology to support strategic data initiatives, remediate deficiencies, and drive business requirements.

• Consult with data stewards, process owners, subject matter experts, technical experts, end users and other stakeholders to gather information about the current and target state business process, data attributes and data sources, control features, interfaces with other systems required.
• Document and provide definitions for processes and procedures, data models, data quality controls, data lineage, and data dictionaries using industry standard methods including business process descriptions, use cases, scenarios, diagrams, flow charts, etc.
• Analyze information gathered from multiple sources, reconcile conflicts, segment high-level information into details, and abstract up from low-level information to a general understanding.
• Assess and identify deficiencies against internal policies and standards or industry best practices, providing formal recommendations and requirements to remediate.
• Collaborate and partner with technology teams, architects, and other key stakeholders to drive solutions which provide ongoing operational excellence and resiliency to metadata and control environment challenges.
• Review and provide input to technical solution designs from a business point of view and recommend alternatives.
• Communicate plans, progress and risks appropriately to the stakeholders and sponsors.

Responsibilities:

• Participates in establishing risk management procedures and standards.
• Conducts execution of risk framework activities including independent monitoring and testing of controls and risk management processes for the Line of Business (LOB)
• Liaisons with businesses to understand market trends and impacts on portfolio, using knowledge of stress testing and its applicability to risk categories.
• Ensures adherence to the policies and procedures established by the company.
• Manages risk requests, breach remediation's and providing risk effective challenges for front line units.
• Develops risk management analyses, reports, and approval procedures and guidelines on risk limits by type of product and/or transaction.

SKILLS:

• Analytical Thinking
• Coaching
• Critical Thinking
• Liquidity Management
• Collaboration
• Oral Communications
• Portfolio Analysis
• Presentation Skills
• Written Communications
• Issue Management
• Monitoring, Surveillance, and Testing
• Regulatory Compliance
• Technical Documentation

QUALIFICATIONS

• 5-7+ years of Experience with Data Sourcing, Data Wrangling, Data Engineering or similar data focused role.

• Bachelors or Masters in computer science, system analysis, Information Systems or related field or equivalent work experience
• Strong Understanding of Risk Management and Data Management Principles.
• Strong process/systems analysis, design and documentation
• Ability to monitor tight deadlines and adapt to unexpected requirement changes.
• Self-motivated with an ability to work on one’s own with a strong sense of ownership and accountability in high-pressure situations.

PREFERRED QUALIFICATIONS

• Familiarity with one of the following areas – Trading, Consumer Banking, Wealth Management, Transaction Banking.
• Understanding or experience of programming in SQL, C/C++, Java
• Familiarity with databases, such as Oracle, Hadoop.

Shift:

Hours Per Week: 

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:

This job is responsible for providing risk oversight and advice to the Line of Business (LOB) on risk management issues. Key responsibilities include identifying risks to which the LOB is exposed, implementing measures to prevent and mitigate losses, and monitoring risk outcomes. Job expectations may include the ability to recognize all risk categories including credit, market, operational and compliance, as well as directing risk staff or participating in establish risk management procedures and standards.

Provides counsel to business unit managers on risk management issues. Identifies risks to which the LOB is exposed, implements measures to prevent, eliminate or mitigate losses, and monitors outcomes/risk levels. Ability to recognize all risk categories including credit, market, operational and compliance and bringing appropriate risk expertise as needed. Accountable for conducting execution of risk framework activities including, but not limited to, independent monitoring and testing of controls and risk developing approval procedures and guidelines on risk limits by type of product and/or transaction, and in establishing management processes for the LOB. May direct risk staff or participate in establishing risk management procedures and standards, developing risk management analyses and reports, d administrative procedures to ensure adherence to policies.

Responsibilities:

• Participates in establishing risk management procedures and standards
• Conducts execution of risk framework activities including independent monitoring and testing of controls and risk management processes for the Line of Business (LOB)
• Liaisons with businesses to understand market trends and impacts on portfolio, using knowledge of stress testing and its applicability to risk categories
• Ensures adherence to the policies and procedures established by the company
• Manages risk requests, breach remediations and providing risk effective challenges for front line units
• Develops risk management analyses, reports, and approval procedures and guidelines on risk limits by type of product and/or transaction
• Primary accountability for management and development of team reporting.
• Design and implement Tableau reports and dashboards for use by management in day-to-day operations.
• Manage report inventory and distribution, triaging issues, and delays in a timely manner.
• Able to convert report data into business presentations for circulation amongst senior leaders.

Managerial Responsibilities:

This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Models an inclusive environment for employees and clients, aligned to company D&I goals
• Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement
• Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions
• Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues
• Provides inspection, coaching and feedback to motivate, differentiate and improve performance
• Actively manages expenses and budgets in alignment with objectives, making sound financial decisions
• Assesses talent and builds bench strength for roles across the organization
• Delivers results by effectively prioritizing, inspecting and appropriately delegating team work

Skills:

• Analytical Thinking
• Coaching
• Critical Thinking
• Liquidity Management
• Collaboration
• Oral Communications
• Portfolio Analysis
• Presentation Skills
• Written Communications
• Issues Management

Required Qualifications:

• 5+ years of experience in report development
• Proficiency with Tableau, SQL, Excel Pivot table/Chart and PowerPoint
• Strong reporting and data analysis, and problem-solving skills.
• Ability to independently develop logic to extract, analyze, and merge data from disparate systems.
• Attention to detail and ability to work with minimal supervision.
• Strong personal drive, individual initiative, a sense of urgency, and responsiveness, with a desire to grow, learn, and take on increasing levels of responsibility.
• Self-starter with excellent anticipation skills; problem solving; follow up.
• Proven process design and project management skills.
• Knowledgeable of Bank of America’s business lines, operations, organizational structure, senior executives, etc.

Shift:

Hours Per Week: 

Job Description:

Global Risk Management (GRM) leads bank-wide initiatives for management of all aspects of risk, including strategic, market, credit, compliance, liquidity, operational, model and reputational risk matters to support sustainable, profitable corporate growth.

In a data driven economy, strategic data asset management is foundational to add to the enterprise value. Within GRM, we have established the Data Strategy & Management (DSM) function. A key pillar of this function is a growing Strategic Coordination and Implementation (SCI) team.

Under DSM Executive’s leadership, the SCI team will develop a holistic vision on how best to structure data sourcing and data quality control strategy for GRM so it can unlock business value. This role provides you with a broad platform to build partnerships with business and risk counterparts, a vantage point to explore end-to-end data ecosystems and technologies, and ability to co-develop data solutions for GRM that drive the greatest value across the organization.

ROLE DESCRIPTION

This role will collaborate with the GRM Data Stewards, Data Users, Data Owners, and Technology Teams to understand and assess their data, processes, and technology to support strategic data initiatives, remediate deficiencies, and drive business requirements. 

-Consult with data stewards, process owners, subject matter experts, technical experts, end users and other stakeholders to gather information about the current and target state business process, data attributes and data sources, control features, interfaces with other systems required

-Document and provide definitions for processes and procedures, data models, data quality controls, data lineage, and data dictionaries using industry standard methods including business process descriptions, use cases, scenarios, diagrams, flow charts, etc.

-Analyze information gathered from multiple sources, reconcile conflicts, segment high-level information into details, and abstract up from low-level information to a general understanding

-Assess and identify deficiencies against internal policies and standards or industry best practices, providing formal recommendations and requirements to remediate

-Collaborate and partner with technology teams, architects, and other key stakeholders to drive solutions which provide ongoing operational excellence and resiliency to metadata and control environment challenges

-Review and provide input to technical solution designs from a business point of view and recommend alternatives

-Communicate plans, progress and risks appropriately to the stakeholders and sponsors

YOUR IMPACT

-Serve as subject matter expert – build deep knowledge of data domains, supporting systems, data governance, and financial services risk management concepts

-Drive quality and consistency – develop standardized templates, tools, design practices to promote high quality deliverables and consistent practices across GRM lines-of-business

-Drive innovation – solve complex data-related problems for GRM process owners using a variety of technical and analytical skills

-Own your project – manage and monitor project execution – from requirements to sourcing and evaluating the fit-for-purpose data – working with all the stakeholders across GRM, Business and Technology

Technical Expertise

-Demonstrates the application of innovative technical solutions to solving complex data intensive challenges

-Has or develops a depth of product understanding, including the ability to conceptualize solutions and employ a structured framework to evaluate features to drive definitive and strategic product decisions

-Strong understanding of databases, data structures, data modeling and data mapping

-Understanding of business process modeling, data provisioning modeling, and entity relationship modeling

-Comfortable with the application of digital technology and inclusion of metadata, lineage, and controls as part of application design

Execution Expertise

-Ability to drive execution through disciplined oversight

-Ability to interpret and evaluate client’s data requirement needs

-Excellent verbal and written communication skills

-Resourceful and knows how to cultivate relationships

-Ability to work with a variety of different stakeholders and cross-functional teams

-Strong organizational and critical thinking skills

-Ability to lead and facilitate meetings and groups

-Skilled in fact-finding and data collection with strong attention to detail and precision

-Demonstrates an ability to set objectives and organize work appropriately to meet and exceed goals

BASIC QUALIFICATIONS

-Bachelors or Masters in computer science, system analysis, Information Systems or related field

-Strong process/systems analysis, design and documentation

-Strong analytical, critical thinking, and problem-solving skills

-Ability to monitor tight deadlines and adapt to unexpected requirement changes

-Strong written and verbal communication skills and ability to lead discussions with counterparts

-Self-motivated with an ability to work on one’s own with a strong sense of ownership and accountability in high-pressure situations

-Strong Understanding of Risk Management and Data Management Principles

PREFERRED QUALIFICATIONS

-4+ years of Experience with Data Sourcing, Data Wrangling, Data Engineering or similar role

-Familiarity with one of the following areas – Trading, Consumer Banking, Wealth Management, Transaction Banking

-Understanding or experience of programming in SQL, C/C++, Java

-Familiarity with databases, such as Oracle, Hadoop, etc.

Shift:

Hours Per Week: 

Are you interested in being part of a team that is working to transform and do things differently? If so, LPL Financial is the place for you!

Excited to learn more? If so, then this could be the role for you! 

LPL Financial (Nasdaq: LPLA) was founded on the principle that the firm should work for the advisor, and not the other way around. Today, LPL is a leader* in the markets we serve, supporting more than 20,000 financial advisors, 1,100+ institution-based investment programs and 450 independent RIA firms nationwide. We are steadfast in our commitment to the advisor-centered model and the belief that Americans deserve access to personalized guidance from a financial advisor. At LPL, independence means that advisors have the freedom they deserve to choose the business model, services, and technology resources that allow them to run their perfect practice. And they have the freedom to manage their client relationships, because they know their clients best. Simply put, we take care of our advisors, so they can take care of their clients.

Job Overview:

The new Manager, Service Center will manage 10 - 15 staff in LPL Financial New Advisor Care Team. New Advisor Care is the first point of contact for LPL Financial Advisors who have inquiries related to accounts that converted over from their previous broker/dealer firm.  The Manager position will oversee staff on the New Advisor Care Team.  The ideal candidate would have experience managing an Advisor Support call center team.
 

Responsibilities:

• Handle Financial Advisor immediate escalations needing management contact and advanced support issues.
• Monitor, coach, set performance goals, and motivate staff. Help frontline agents with questions from advisors and office staff.
• Assist in the training process of support staff.
• Track their training progress and decide when they have reached milestones to move them to the next level of training.
• Administrative management duties: timecard approvals, interviews, review time off requests, track attendance, etc.
• Conduct daily huddles via WebEx to ensure consistent communication wit

• Embrace advisor feedback and seek to identify ways to improve advisor experience
• Regularly exercise discretion and business judgment
• Provide superior customer service to large base of financial advisors by handling incoming phone calls when needed including escalations.
• Ensure staff are adhering to assigned shifts and completing work in a timely manner

What are we looking for?

We want strong collaborators who can deliver a world-class client experience. We are looking for people who thrive in a fast-paced environment, are client-focused, team-oriented, and are able to execute in a way that encourages creativity and continuous improvement.

Requirements:

• 3-5 Years of demonstrated leadership/management experience leading a high-volume Call Center, preferably in a financial services environment.
• 3-5 Years of demonstrated Customer Service experience, preferably in a high-volume incoming phone call environment.
• 3-5 Years of experience in a team member development/training role.
• Demonstrated experience resolving customer issues, including managing escalated issues as needed.

Core Competencies:

• Must be flexible to work varying schedules and hours as needed.
• Strong oral and written communication skills and the ability to work independently are required to identify problems and implement solutions in a team environment.
• Effectiveness in this role requires strong leadership abilities as well as a solid working knowledge of LPL policies and procedures.

Preferences:

• 3 + years of financial services experience
• Series 99 (https://www.finra.org/industry/series99) or can complete within 90 days of employment.

Pay Range:

Why LPL? 

At LPL, we believe that objective financial guidance is a fundamental need for everyone. As the nation’s leading independent broker-dealer, we offer an integrated platform of proprietary technology, brokerage, and investment advisor services. We provide you with a work environment that encourages your creativity and growth, a leadership team that is supportive and responsive, and the opportunity to create a career that has no limits, only amazing potential.

We are one team on one mission. We take care of our advisors, so they can take care of their clients.

Because our company is not too big and not too small, you can seize the opportunity to make a real impact. We are committed to supporting workplace equality, and we embrace the different perspectives and backgrounds of our employees. We also care for our communities, and we encourage our employees to do the same. This creates an environment in which you can do your best work.

Want to hear from our employees on what it’s like to work at LPL?  Watch this!

We take social responsibility seriously. Learn more here

Want to see info on our benefits?  Learn more here

Join the LPL team and help us make a difference by turning life’s aspirations into financial realities. Please log in or create an account to apply to this position. Principals only. EOE.

Information on Interviews:

LPL will only communicate with a job applicant directly from an @lplfinancial.com email address and will never conduct an interview online or in a chatroom forum.  During an interview, LPL will not request any form of payment from the applicant, or information regarding an applicant’s bank or credit card.  Should you have any questions regarding the application process, please contact LPL’s Human Resources Solutions Center at (855) 575-6947.

At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 17,000 associates who work at Five Below and they’ll tell you there’s no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in.

It’s all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace!

What does the Customer Experience Manager do?

Under the leadership of the Store Manager, directly leads the Support Lead, Lead Cashier(s) (if applicable) and associates of the store while the Manager on Duty. The Customer Experience Manager (CEM) is responsible to “Wow the Customer”, front end operations, cash management, cleanliness, safety and driving sales.

How do they do it?

As a Five Below leader, your first priority is to contribute to the success of your store.  This means that you not only deliver in your role as the Customer Experience Manager, but you also model leadership behaviors and deliver as a manager on duty.  As the Manager on Duty, you deliver results during your assigned time, drive key performance indicators and brand loyalty by leading through your team.  The Customer Experience Manager is part of the management team that sets the tone by embracing and living the Five Below Value! These values translate into creating the coolest brand on the plant, where talented people want to grow their careers…and here is how!

Wow the Customer: Put the customer first and make a difference in people’s lives

Unleash Passion: Check your ego at the door and do what you say you will do

Hold the Penny Hostage: Treat Five Below like your own business and hire talent that will do the same

Achieve the Impossible: Set the bar high for self and team and make sure to take risks

Work Hard, Have Fun, Build a Career: Come to work ready to take on the day, create a fun atmosphere and recognize the team for all the efforts

Key Attributes:

• Leadership
• Trainer/Developer/Motivator
• Communication
• Emerging Skill - Planning/Time Management
• Ownership Commitment
• Accountability/Delegation/Follow up
• Sales Driver/Goal Oriented
• Professionalism

RESPONSIBILITIES:

• Ensures all associates and managers are Wowing the Customer through personal contact with customers
• Responsible for achieving CSAT score goals provided by the District Manager
• Responsible for leading Front End Operations
• Training the staff on the High Fives of Customer Service
• Ensures that each guest has a fast, friendly, checkout
• Responsible for maintaining the store cleanliness, recovery, and ready for customers at all times
• Responsible for opening and closing store procedures
• Responsible for performing SM duties in their absence
• Assists in supervising all Associates
• Assists in training all Associates
• Assists in coaching all Associates
• Assists in developing all Associates
• Assists in staff scheduling
• Reviews all corporate communications and reacts accordingly
• Partners with supervisors or corporate office regarding store issues
• Drives store sales and controls expenses
• Drives store sales which may include performing in all Five Below services (ear piercing, balloons, buy online pick up in store, etc.)
• Uses financial reporting to drive business opportunities
• Assists payroll process and ensures budget is in line with plan
• Assists in merchandising procedures
• Adheres to and holds associates accountable to all Five Below’s Standard Operating Procedures(SOP)
• Responsible for cash handling procedures including but not limited to preparing and dropping bank deposits
• Authorizes register functions including post voids, returns and discounts
• Complies with Human Resources policies and procedures
• Assists in receiving and stocking procedures

• Unloads merchandise from trucks
• Checks in shipments
• Stages merchandise for the sales floor
• Packs out merchandise
• Responsible for ensuring Candy, Crafts, and Sports Worlds are set and maintained to Brand Standards
• Accountable for driving Key Metrics: Sales, ADS, CSAT Scores, and Expense Control
• Performs store maintenance including but not limited to taking out garbage, sweeping, cleaning bathrooms, maintaining stock room

This job description is not all-inclusive. Additional responsibilities will be determined by the Store Manager, as dictated by store needs.

• Frequently operate cash register
• Frequently move merchandise weighing up to 25 lbs and places/removes merchandise up to a height of 5-10 feet
• Frequently ascend/descend ladders in order to retrieve and put away stock
• Frequently position self to kneel, bend, twist, and stoop, including in the stock room and on the sales floor
• Frequently communicate and exchange information with customers on the telephone and face-to-face in the store, as well as with managers and coworkers. Must be able to exchange accurate information in these situations
• Frequently move across the sales floor assisting customers, as well as to and from the stock room retrieving and putting away merchandise
• Must be able to identify and discern email and print instructions regarding merchandise layouts, associate schedules, and standard operating procedures
• Must be able to remain in a stationary, upright position for 80% of the time

QUALIFICATIONS:

• High School Graduate or equivalent.
• College experience preferred
• Minimum 2 years of management experience
• Excellent verbal and written communication skills
• Ability to multi-task
• Creative thinking
• Ability to maintain composure under pressure

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Five Below is an Equal Opportunity Employer.

Position Type:

BE AWARE OF FRAUD! Please be aware of potentially fraudulent job postings or suspicious recruiter activity by persons that are posing as a Five Below recruiters. Please confirm that the person you are working with has an @fivebelow.com email address. Additionally, Five Below does NOT request financial information or payments from candidates at any point during the hiring process. If you suspect fraudulent activity, please visit Five Below’s Careers Site at www.fivebelow.com/info/careers to verify the posting.

At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 17,000 associates who work at Five Below and they’ll tell you there’s no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in.

It’s all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace!

What does the Customer Experience Manager do?

Under the leadership of the Store Manager, directly leads the Support Lead, Lead Cashier(s) (if applicable) and associates of the store while the Manager on Duty. The Customer Experience Manager (CEM) is responsible to “Wow the Customer”, front end operations, cash management, cleanliness, safety and driving sales.

How do they do it?

As a Five Below leader, your first priority is to contribute to the success of your store.  This means that you not only deliver in your role as the Customer Experience Manager, but you also model leadership behaviors and deliver as a manager on duty.  As the Manager on Duty, you deliver results during your assigned time, drive key performance indicators and brand loyalty by leading through your team.  The Customer Experience Manager is part of the management team that sets the tone by embracing and living the Five Below Value! These values translate into creating the coolest brand on the plant, where talented people want to grow their careers…and here is how!

Wow the Customer: Put the customer first and make a difference in people’s lives

Unleash Passion: Check your ego at the door and do what you say you will do

Hold the Penny Hostage: Treat Five Below like your own business and hire talent that will do the same

Achieve the Impossible: Set the bar high for self and team and make sure to take risks

Work Hard, Have Fun, Build a Career: Come to work ready to take on the day, create a fun atmosphere and recognize the team for all the efforts

Key Attributes:

• Leadership
• Trainer/Developer/Motivator
• Communication
• Emerging Skill - Planning/Time Management
• Ownership Commitment
• Accountability/Delegation/Follow up
• Sales Driver/Goal Oriented
• Professionalism

RESPONSIBILITIES:

• Ensures all associates and managers are Wowing the Customer through personal contact with customers
• Responsible for achieving CSAT score goals provided by the District Manager
• Responsible for leading Front End Operations
• Training the staff on the High Fives of Customer Service
• Ensures that each guest has a fast, friendly, checkout
• Responsible for maintaining the store cleanliness, recovery, and ready for customers at all times
• Responsible for opening and closing store procedures
• Responsible for performing SM duties in their absence
• Assists in supervising all Associates
• Assists in training all Associates
• Assists in coaching all Associates
• Assists in developing all Associates
• Assists in staff scheduling
• Reviews all corporate communications and reacts accordingly
• Partners with supervisors or corporate office regarding store issues
• Drives store sales and controls expenses
• Drives store sales which may include performing in all Five Below services (ear piercing, balloons, buy online pick up in store, etc.)
• Uses financial reporting to drive business opportunities
• Assists payroll process and ensures budget is in line with plan
• Assists in merchandising procedures
• Adheres to and holds associates accountable to all Five Below’s Standard Operating Procedures(SOP)
• Responsible for cash handling procedures including but not limited to preparing and dropping bank deposits
• Authorizes register functions including post voids, returns and discounts
• Complies with Human Resources policies and procedures
• Assists in receiving and stocking procedures

• Unloads merchandise from trucks
• Checks in shipments
• Stages merchandise for the sales floor
• Packs out merchandise
• Responsible for ensuring Candy, Crafts, and Sports Worlds are set and maintained to Brand Standards
• Accountable for driving Key Metrics: Sales, ADS, CSAT Scores, and Expense Control
• Performs store maintenance including but not limited to taking out garbage, sweeping, cleaning bathrooms, maintaining stock room

This job description is not all-inclusive. Additional responsibilities will be determined by the Store Manager, as dictated by store needs.

• Frequently operate cash register
• Frequently move merchandise weighing up to 25 lbs and places/removes merchandise up to a height of 5-10 feet
• Frequently ascend/descend ladders in order to retrieve and put away stock
• Frequently position self to kneel, bend, twist, and stoop, including in the stock room and on the sales floor
• Frequently communicate and exchange information with customers on the telephone and face-to-face in the store, as well as with managers and coworkers. Must be able to exchange accurate information in these situations
• Frequently move across the sales floor assisting customers, as well as to and from the stock room retrieving and putting away merchandise
• Must be able to identify and discern email and print instructions regarding merchandise layouts, associate schedules, and standard operating procedures
• Must be able to remain in a stationary, upright position for 80% of the time

QUALIFICATIONS:

• High School Graduate or equivalent.
• College experience preferred
• Minimum 2 years of management experience
• Excellent verbal and written communication skills
• Ability to multi-task
• Creative thinking
• Ability to maintain composure under pressure

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Five Below is an Equal Opportunity Employer.

Position Type:

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