Manager, Customer Service
Who We Are
Founded in 1963 by Mary Kay Ash with a bold mission to enrich women’s lives, Mary Kay has grown into one of the world’s most successful and enduring beauty brands. For more than 60 years, our people-first culture and commitment to innovation have powered our global success in skincare, color cosmetics, nutritional supplements, and fragrances. Our corporate teams spanning R&D, marketing, IT, manufacturing, distribution, supply chain, analytics, and more play a critical role in supporting millions of Independent Beauty Consultants across more than 35 markets worldwide. At Mary Kay, employees collaborate on meaningful work that drives real impact, fuels entrepreneurship, and advances science backed beauty. Guided by purpose, we are equally committed to sustainability, supporting women affected by cancer and domestic abuse, and inspiring future generations, all while offering rewarding careers with global reach and opportunities for growth.
What We Offer
Generous Paid Time Off
401K & Profit Sharing
Medical, Dental & Vision Coverage
Free On-site Fitness Center & Health Clinic
Tuition Reimbursement
Employee Product Discounts
About the Role
The Manager, Customer Service leads the Customer Service functions, including Service Center operations, Workforce Management, and Training and Quality Assurance, as well as translates business priorities into consistent service experiences and effective program execution. This role oversees people, processes, technology and resources to strengthen the independent sales force experience, ensure reliable operations and drive continuous improvement. The leader fosters a culture of ownership, collaboration, accountability and customer focus.
Responsibilities:
Customer Service Strategy & Experience
Develop and execute the customer service strategy and annual operating priorities in alignment with Company goals and values.
Define service standards that create consistent, high-quality experiences across the independent sales force journey.
Build an ownership culture in which team members strengthen relationships, anticipate needs, and provide effective recommendations and solutions.
Customer Service Operations & Capabilities
Oversee the roadmap for customer service platforms, capabilities, policies, and processes to support evolving business and customer needs.
Establish and continuously enhance an effective support model across channels and touchpoints.
Drive improvements to service capabilities and processes that enable consistent and effective customer interactions.
Operations, Performance & Continuous Improvement
Translate customer insights, program data and benchmarks into clear recommendations and leadership updates.
Define success measures and KPIs; review performance, identify trends and sponsor corrective actions and continuous-improvement initiatives.
Optimize the use of people, technology, time and financial resources to support reliable, cost-effective operations.
Lead initiatives that improve customer service systems, processes, policies, workflows and service standards across a matrixed organization.
People Leadership, Collaboration & Change
Build trust, influence across the organization and model Company values in day-to-day leadership and service practices.
Lead change management for process, technology and program improvements, including transition planning, stakeholder alignment and communications.
Partner with senior leaders and cross-functional stakeholders to understand business and independent sales force needs, resolve complex issues and coordinate action.
Lead, coach and develop Customer service leaders and teams, setting clear priorities, expectations and accountability for results.
What You’ll Need to Be Successful
- Experience: 7+ years of Customer Service operations, Strategic Communications, or other related field
- Supervisory Experience: 7+ years
- Education: Bachelor/University Degree in Business, Communication, or a related area or equivalent. An advanced degree, such as an MS/MBA in a similar field is desirable.
- Substantial people-leadership experience, including leading managers and large, multidisciplinary teams.
- Advanced understanding of the direct selling industry and the needs and journey of the independent sales force.
- Proven ability to develop customer service strategy, lead contact center or service operations, and implement process enhancements and operational efficiencies.
- Proven ability to lead event strategy and oversee execution of complex event production, content, messaging, promotion, registration and vendor management.
- Strong strategic, financial, analytical, project management, decision-making and problem-solving capabilities.
- Ability to define performance measures, interpret data, develop actionable insights and present recommendations to executive leadership.
- Excellent written, oral, presentation and interpersonal communication skills, with the judgment and discretion to work effectively with executives, independent sales force members, employees, vendors and global partners.
- Demonstrated ability to lead organizational change, influence across a matrixed organization and manage multiple high-priority initiatives simultaneously.
- Working knowledge of customer service technology and processes. Experience with Salesforce Service Cloud, Vonage or comparable customer service platforms preferred.
- This job requires onsite work at our Global Corporate Headquarters in Addison, TX.
