Assistant Manager, Customer Support

Who We Are:

Saks Global is a combination of world-class luxury retailers, including Neiman Marcus, Bergdorf Goodman, Saks Fifth Avenue and Saks OFF 5TH, as well as a portfolio of prime U.S. real estate holdings and investments. Saks Global is deeply committed to helping luxury consumers discover the most sought-after established and emerging brands from around the world. Powered by data-driven technology and centered on the customer, Saks Global is on a mission to redefine the luxury shopping experience through highly personalized service, with greater opportunities for product discovery across all channels.

Role Summary:

As the Assistant Manager, Price Adjustments, you will lead a team that plays a pivotal role in preserving customer trust and enhancing satisfaction through fair, timely refund decisions. Your team is responsible for reviewing and resolving refund requests with care, empathy, and sound judgment — balancing policy adherence with personalized service.

Whether it’s processing a standard price adjustment or making an exception for a valued customer, you’ll ensure each decision supports a positive customer experience while maintaining operational consistency. You will also oversee forecasting, resource planning, and workflow management to keep your team ahead of demand, especially during peak seasons and promotional periods.

Key Qualifications:

• Education: Bachelor’s degree in business, Customer Experience, or a related field.
• Experience: 5 years in customer service, refund operations, or support leadership; 1–2 years in a supervisory or assistant manager role.
• Proven ability to apply policy-based decisions while exercising discretion for exceptions based on customer value (e.g., LTV) and context.
• Background in forecasting case volumes and building effective staffing/resource plans.
• Exceptional communication and leadership skills with a history of coaching high-performing teams.
• Analytical mindset with experience using key service metrics (CSAT, QA, resolution time) to drive performance improvements

Role Description:

• Serve as a customer advocate, leading with empathy and understanding how every interaction impacts long-term loyalty.
• Enforce refund policies thoughtfully while identifying and approving well-justified exceptions.
• Accurately forecast refund case volumes using historical data, seasonal trends, and marketing calendars.
• Develop staffing and scheduling plans that ensure optimal coverage and performance during high-volume periods.
• Empower and coach your team to make confident, customer-centric decisions aligned with business goals.
• Analyze trends in service metrics to improve team performance, decision accuracy, and overall customer satisfaction.
• Collaborate with the Quality team to review QA results, deliver feedback, and ensure consistency in decision-making.
• Act as the point of escalation for complex or high-impact cases, delivering prompt and effective resolutions.
• Work cross-functionally with Customer Experience, Risk, and Finance to align refund processes and ensure operational transparency.
• Monitor and report on key performance indicators (KPIs) such as resolution time, decision quality, CSAT, and exception rates.
• Identify recurring issues and policy gaps, providing recommendations for process and policy improvements.
• Create and present operational insights and recommendations to senior leadership to inform broader CX strategies.
• Have individual development conversations with team members & work on building strong & technical individuals

Your Life and Career at Saks:

• Exposure to rewarding career advancement opportunities
• A culture that promotes a healthy, fulfilling work/life balance
• Benefits package for all eligible full-time employees (including medical, vision and dental).