Senior Manager, Customer Service

Description

At Torrid we're committed to cultivating a welcoming, inclusive and diverse culture driven by a focus on open dialogue, empowerment, recruiting, training, development and retention. We believe inclusion of diverse backgrounds and perspectives is fundamental to our success. 

As the Senior Manager of Customer Service you will lead the strategic direction, performance, and daily operations of the Customer Service department, overseeing both internal teams and external partners. You'll be accountable for delivering a best-in-class omnichannel customer experience while aligning service operations with enterprise goals. In this role you will play a key leadership part in shaping the Voice of the Customer strategy and driving continuous improvement through data insights, innovation, and operational excellence.

WHAT YOU'LL DO:

Leadership & Organizational Development

• Lead, coach, and develop a high-performing team to meet CSAT/NPS goals, KPIs (FCR, AHT, Abandon Rate, Service Level %, ASA, Utilization), and business objectives.
• Define the long-term vision for customer service, including team scalability, org design, and talent planning.
• Foster a culture of accountability, empowerment, empathy, and continuous improvement.

Operations & Strategic Planning

• Oversee all customer service operations across phone, email, chat, social media, and other digital channels.
• Collaborate with leaders across Digital, Retail, IT, Logistics, Merchandising, and Stores to ensure alignment with enterprise strategy.
• Optimize workflows, staffing models, and tools to improve efficiency, scalability, and service quality.
• Lead business continuity planning, risk mitigation, and escalation resolution for high-impact customer concerns.

Customer Experience & Voice of the Customer

• Drive strategies to improve CSAT, NPS, and other satisfaction metrics while reducing customer friction points.
• Lead root cause analysis and partner cross-functionally to resolve systemic service issues.
• Champion Voice of the Customer initiatives and ensure customer insights shape company decisions.
• Identify opportunities to enhance the customer journey through personalization, automation, and self-service innovation.

Technology, Analytics & Compliance

• Partner with IT and Business Intelligence to implement tools and reporting that enable performance optimization.
• Leverage analytics to track KPIs, identify trends, and inform business cases presented to executive leadership.
• Oversee quality assurance and ensure adherence to regulatory, privacy, and brand standards.

WHAT YOU'LL NEED:

• 10+ years of progressive customer service leadership, including 5+ years in senior or multi-unit roles—ideally in large, multi-site or outsourced operations.
• Proven ability to drive strategic transformation, influence executive stakeholders, and lead cross-functional initiatives.
• Experience in retail, eCommerce, or customer-centric environments preferred.
• Strong background in omnichannel service delivery, performance optimization, workforce management, and analytics.
• Hands-on experience scaling teams, implementing new technologies, and navigating complexity with a solutions-oriented mindset.
• Familiarity with customer service platforms (e.g., Zendesk, Salesforce, NICE, Genesys), AI tools, and digital service channels.

• A culture where people are accepted and encouraged to be who they are.
• Competitive compensation, 401k with company matching contribution, plus potential to earn company performance-based bonuses.
• Comprehensive wellness package including, medical, dental, vision, and Flexible Spending Account
• Generous 50% employee discount and access to employee-only sales.
• Support the causes you’re passionate about. We pay you up to 32 hours annually for volunteering your time in the community.
• Tuition reimbursement program
• Employee Assistance Program (EAP) - Aimed at helping employees address a variety of personal and family issues including legal financial consultations, mental health services and more.
• Discounts on cell phones, and computer purchases, entertainment tickets and more.
• Pet insurance for your fur babies.
• Work and learn alongside industry-leading executives while making huge strides in impacting the lives of women.
• You’ll be challenged and grow. Opportunity for upward mobility is available at all levels of the organization.