As a family company, we serve people and communities. When you work at Meijer, you’re provided with career and community opportunities centered around leadership, personal growth and development. Consider joining our family – take care of your career and your community! **Meijer Rewards** + Weekly pay + Scheduling flexibility + Paid parental leave + Paid education assistance + Team member discount + Development programs for advancement and career growth Please review the job profile below and apply today! Responsible for strategic oversight and direction for the Customer Experience in our stores. This position leads the team to create, develop and execute all Store Customer Experience programs to ensure an exceptional shopping experience. Position will follow a hybrid schedule: Monday-Wednesday in office, Thursday-Friday remote. **What You'll be Doing:** + Identifies and analyzes problems to determine root causes and solutions. + Partners cross-functionally with all divisions in a way that provides timely feedback and escalates problems or issues that could prevent execution or plans. + Design, direct, and implement programs and strategies that monitor and analyze the customer experience across all channels. + Provide strategic direction from customer insights to determine customer experience opportunities, trends, and recommendations. + Reviews and directs modifications to existing programs and strategies to ensure relevance. + Develops accountability tools and action plans to drive measurable customer service and pickup results. + Develops key indicators and lead continuous improvement; formulating, recommending, and implementing policies as needed. + Design, directs and implements future front end (check-lanes and customer service desk) and Meijer pickup initiatives and strategies to ensure we lead the market in creating a positive customer experience. + Develops customer access channels and ensures all access channels provide adequate support of organizations core values and provides strategic direction for activities with all operational areas as required. + Directs operations teams to ensure an accurate and rapid turnaround on all customer-related activities. + Support stores on providing actionable insights to improve customer and team member experience within pickup and front end operations. + Responds to customer concerns to ensure the highest level of satisfaction. + Reviews performance against operating plans and standards. + This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required. **What You Bring With You (Qualifications):** + Bachelor degree or equivalent experience required + 10+ years of experience in leadership role related to customer service. + Demonstrated knowledge of LEAN and Six Sigma. + Highly developed organizational skills and demonstrated ability to manage multiple priorities concurrently while simultaneously demonstrating attention to detail. + Strong interpersonal skills and ability to facilitate cross-functional teams. + Demonstrated ability to lead through influence and resolve conflict. + Demonstrated knowledge of change management. + Demonstrated ability to communicate effectively both verbal and written to all organizational levels. + Demonstrated success in solving complex issues across functions using fact based data and analytics. + Strong math skills, ability to analyze metrics, statistics, data and identify trends. + Strengths in team building, motivation, and leadership required. + Proficient in Microsoft Office Suite. + Workforce management, call recording, and CRM knowledge. + Strong organizational agility and flexibility. We opened our doors more than 90 years ago with the goal of helping people provide for themselves and their family. Today we’re a multi-billion dollar retailer with more than 70,000 employees across six states. Our Midwest geography includes corporate offices in Grand Rapids, Michigan, plus manufacturing facilities, distribution centers and over 270 stores across Michigan, Illinois, Indiana, Kentucky, Ohio and Wisconsin. Meijer is an Equal Opportunity Employer, fostering a diverse and inclusive workplace. We are committed to treating all persons with dignity and respect. Meijer's policy is to not discriminate because of any applicant or team member's race, color, national origin, sex, sexual orientation, gender identity or expression, pregnancy, religion, age, physical or mental disability, uniformed service or veteran status, or any other lawfully-protected classification. **If you have a disability and require a reasonable accommodation to complete any part of your application,** **please** **click** **here** **to submit your request** **. Submissions that are not seeking help to complete the application due to a disability will not be responded to.**