Leads customer support operations across phone, email, and chat channels. Supervises and coaches staff, monitors call center performance metrics, manages escalations, schedules breaks, supports hiring decisions, and ensures service quality and productivity. Serves as a subject matter expert on formalwear fit, customer service systems, workflows, and business rules while collaborating with leadership and stakeholders.

Leads daily inbound call center operations, including staffing, scheduling, performance monitoring, coaching, hiring, training, and manager accountability. Resolves escalated customer issues and improves customer experience, workflows, and service standards in partnership with internal stakeholders. Oversees people, processes, technology, reporting, budgeting, and continuous improvement initiatives.