Communications

• Develop, implement, and oversee a dynamic email management platform that drives one-contact resolution across communication channels including chat, email, and ServiceNow.
• Create, maintain, and analyze KPI reporting to measure team performance and assess impact.
• Use data insights to identify training and performance gaps, supporting Home Office leaders in refining processes and store support.
• Serve as a subject matter expert, collaborating with Shared Services partners to clarify needs, provide solutions, and conduct root-cause analysis.
• Support the team in resolving customer inquiries across phone, email, chat, social media, and in-person interactions.
• Build and maintain knowledgebase resources for training and information sharing.
• Develop and execute a Quality Assurance program to ensure consistent, excellent service delivery.
• Prioritize people and resources effectively to maximize productivity and strategic impact.
• Provide timely, constructive coaching and feedback to drive top performance.
• Ensure rotational cross-training to foster team growth, flexibility, and expertise.
• Contribute to process and procedure enhancements, elevating employee satisfaction and performance.
• Support the Shared Services onboarding experience for new team members.
• Partner with the training team to identify and address development opportunities internally and externally.

Communications Supervisor

Vice President, Marketing & Communications

Communications Manager

Marketing and Communications Specialist