Contact Center Assistant Manager

Position Overview

The Care Crew Assistant Manager is a strategic leader serving as the internal "voice of the customer," dedicated to cultivating world-class loyalty and satisfaction. By analyzing feedback from every touchpoint, this role identifies friction and opportunities for growth. The Care Crew Assistant Manager spearheads improvement initiatives through cross-departmental collaboration with Marketing, Retail, Supply Chain, Transportation, and IT, ensuring a seamless and superior experience throughout the entire customer journey, always keeping our customer at the heart of the business.

Care Crew Team members are product experts, including their usability and structure. This team provides innovative and creative solutions that satisfy customer issues while upholding Duluth Trading Company policies and procedures. Enjoy being part of an innovation-driven department that is fast-paced, growth-filled and takes care of business efficiently and effectively, understanding that our customer is at the center of everything we do. 

Position Details

Work Environment:

We are headquartered in the Madison, WI area, but this position is eligible for remote work within the continental United States, excluding California. Candidates must reside in and be legally authorized to work from an approved state. If you happen to live near and enjoy coming into the office, we will welcome you!

What You’ll Do: 

• Customer Journey Optimization: Map and analyze the end-to-end customer journey to identify friction points. Design and implement strategies to enhance the customer experience at every stage, from initial discovery to post-purchase support.
• Feedback Analysis & Reporting: Oversee the collection and analysis of customer feedback (CSAT, FCR, AHT, and surveys). Translate complex qualitative and quantitative data into actionable insights and regular reports for leadership.
• Team Leadership & Coaching: Lead and mentor cross-functional team members involved in customer-facing roles. Provide coaching on soft skills and CX best practices to ensure agents deliver service aligned with brand values.
• Cross-Functional Collaboration: Partner cross-functionally to prioritize the customer experience through every step of the customer journey and with Marketing/Operations to ensure policy and procedure updates reflect customer needs.
• Leadership of Lead Team: Responsible for leading our Leads, who are directly leading Crew Members. This involves managing all areas of performance and driving improvement to our metrics as a whole, having developmental conversations to continuously improve, and ensuring alignment among leadership.
• Participate in proactive team efforts to achieve departmental and company goals.
• Adopt organization’s values in personal work behaviors, decision making, contributions, and interpersonal interactions.
• Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value "can-do" people, accountability, flexibility, continuous improvement, collaboration, creativity, and fun.

What We’re Looking For:

• Technical Proficiency: Strong proficiency in contact management systems, Order Management Systems, and Google
• Analytical Abilities: Exceptional ability to analyze complex data sets and translate them into actionable operational improvements.
• Leadership & Communication: Skilled at bridging the gap between technical teams and non-technical customer service associates with excellent communication skills.
• Detail Oriented: High level of accuracy and strong attention to detail in all planning and execution tasks.
• Authorization to work in the United States without sponsorship. 

Leadership Competencies:

Leading Self:

      Leading Others:

• Inspiring Trust
• Adaptability
• Mature Confidence
• Career and Self Development

• Driving Execution
• Building Organizational Relationships
• Empowering Others
• Fostering Open Dialogue
• Attracting & Developing Talent
• Leadership Versatility

Environmental Factors:

• Sitting up to 90% of work hours.
• Continuous arm, hand, and wrist movement (i.e.: typing)
• Occasional reaching, twisting, and bending.
• Noise level no greater than casual conversation.
• Ability to provide a disruption-free work environment (such as a home office) which also permanently houses your home network modem/router and the DTC issued remote agent equipment.
• Work in temperatures ranging from 65 - 75 degrees.
• The responsibilities outlined in this position description are a guideline for the general duties of the position and are not exhaustive of all duties inherent in the job.

Position Benefits and Perks

Our pursuit of a better way isn't just about our products—it's about our people too.  That's why our Dam Good Crew enjoys a comprehensive benefits package, designed to support their well-being and success.

• Multiple Medical plan options 

• Dental & Vision plans 

• Medical and Dependent Care Flexible Spending Accounts 

• Health Savings Account including company contributions  

• Company paid Life Insurance and AD&D

• Company paid Short-Term Disability

• Other various voluntary benefits including: Accident, Critical Illness, Hospital Indemnity, Long-Term Disability and Supplemental Life Insurance

• 401(k) Employer Match

• Parental Leave

• Paid holidays: New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day

• Paid Time Off: take it as you need it policy for exempt employees

• Daily pay available  

• 40% Employee Discount 

Position Compensation Outline 

Compensation Range: $65,000 - $80,000/year 

This position is eligible to participate in the company bonus program. 

Compensation listed is for the full-time position at this specific location and is based on several factors, including experience, and qualifications. Benefits and perks may have eligibility requirements and are subject to change.

The responsibilities outlined in this position description are a guideline for the general duties of the position and are not exhaustive of all duties inherent in the job. Duluth Trading Company is an Equal Opportunity Employer. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

About Duluth Trading Company

Started in 1989, Duluth Trading Company exists to enable hard-working individuals to take on life with their own two hands. Folks that revel in doing it the hard way and celebrate finding a better way. We seek talented individuals who share these beliefs and are excited to further the Duluth Trading legacy with a digital-first mindset, always moving forward and always innovating.

From ingenious Duluth workwear, to comfortably capable Buck Naked Underwear, to outside-embracing AKHG, it’s all about the innovative gear and gadgets that equip customers for a more hands-on way of life.

Top-notch quality, immersive storytelling, outstanding customer service, and the shared belief that the go-all-in-and-dig-deep spirit exists with everyone are what sets Duluth Trading Co. apart. We seek talented folks looking to be part of a can-do team that’s hellbent on helping the world to gear up, get its hands dirty, and do.