Manager Customer Care Frontline

Who We Are

At Academy Sports + Outdoors our vision is to be the best sports + outdoors retailer in the country — but what truly sets us apart is our people. We’re a passionate, purpose-driven team that’s as committed to each other as we are to our customers.

We’ve spent over 80 years building a culture that puts people first. We believe in creating opportunities for growth, fostering meaningful connections, and supporting every Team Member’s journey. What fuels us? Our belief in the power of fun.

Here, you won’t just help customers gear up for their next adventure — you’ll launch one of your own. Whether you're starting out or leveling up, Academy is a place where fun can’t lose!  

Education:

• Bachelor’s degree in relevant field of study or equivalent years of related work experience required

Work Experiences:

• At least 3 years of contact center frontline operations experience with at least 1 year of management experience.

Skills:

• Has a passion for the customer and uses the customer voice to improve the department and influence the improvement of the eCommerce business.
• Great at providing feedback, instruction and development guidance to help others excel in their current or future job responsibilities
• Ability to build a cohesive team through appropriate methods and flexible interpersonal style
• Capable of evaluating, testing, modifying, and managing a best in class customer experience for customers
• Strong interpersonal, written, and verbal communication skills, with the ability to interface effectively with individuals at various levels, both internal and external
• Ability to assess a situation, problem-solve and use creative resolution skills
• Self-motivated, with the ability to work on multiple projects in a fast-paced environment
• Proven ability to recognize and adapt to company culture
• Leads by example and models a passion for the business as well as demonstrates a proactive and solution orientated style
• Ability to remain organized, pay strict attention to detail, and meet critical deadlines within a high volume, fast-paced environment
• Computer – Microsoft Office and e-mail software

Responsibilities:

• Train, motivate, direct, coach and evaluate team members to ensure that the team is committed to achieving team initiatives
• Meets Customer Care’s frontline daily, weekly, monthly and quarterly goals
• Manage Work from Home Program and peak hiring processes
• Provide leadership and individual developmental growth to Supervisors, and team members
• Answer incoming customer contacts in a professional manner
• Respond to customer inquiries through multiple channels, as needed
• Handle escalated customer issues with sensitivity, accuracy, and a sense of urgency
• Supports Academy’s commitment to quality
• Completes special projects as needed
• Required to learn company policies, procedures and safety rules
• Duties may change; team members may be required to perform other duties as assigned

Physical Requirements & Attendance

• Acceptable level of hearing and vision to perform job duties
• Adhere to company work hours, policies, procedures and rules governing professional staff behavior
• Regular attendance required
• Ability to work flexible hours including weekends and holidays as needed

Equal Employment Opportunity

Academy is an Equal Opportunity Employer and does not discriminate with regard to employment opportunities or practices on the basis of race, religion, national origin, sex, age, disability, gender identity, sexual orientation, or any other category protected by law.​