Mary Kay Global · 2 days ago
Mgr Service Center US
Dallas, TX
Full-time
Onsite
Senior Level
7+ years expMary Kay Global is committed to enriching the lives of women and their families around the world, offering careers with unlimited opportunities. The Manager position provides leadership and strategic direction in a high-volume service center, ensuring effective communication and support for the independent sales force and end consumers while managing workforce processes and training development.
BeautyCosmeticsDirect MarketingDirect SalesE-CommerceHealth CarePersonal Care and Hygiene
Responsibilities
Oversees service center resource and administration operations and acts as an advisor to service managers who are the primary contacts, in leading and directing operations
Responsible for collaborating across functional lines and for providing ideas, information, and solutions to improve operational efficiencies and to meet operational and financial goals
Serves as an information resource across levels and departments, bridging cross departmental policies and processes and offering solutions
Evaluates new programs and identifies impact to resource and training
Plans and organizes workforce management including forecasting, scheduling, and traffic and utilization analysis
Ensures the integrity of workforce system data and historical reporting
Regularly analyzes the need for additional cross-training and recommends training
Responsible for service center GRS monitoring and coaching and analyzes service delivery to quality measurements
Ensures that productivity, performance, activity, and historical reports are accurate and timely
Actively partners with service center leadership to anticipate future work and plan, prioritize and allocate resources to ensure the overall success of the service center
Leads department project impacting the department’s ability to service the sales force from a skills standpoint
This includes the planning and implementation which could include new tools, changes to existing tools, new systems, or enhancements to new systems
Capability to prioritize and manage multiple projects with critical deadlines and attention to detail
Demonstrate collaboration and negotiating skills to develop productive partnerships while confronting issues and coming to resolution
Ensures open communication to voice varying perspectives and space for creativity on the project team
Ability to express complex ideas in a clear and concise manner
Anticipates consequences of decisions, potential drawbacks, or opportunities for change
Interfaces and builds relationships across Team US and Corporate departments to represent business and operational perspective on a wide range of Mary Kay programs, promotions, initiatives, and technology and application updates and to proactively identify initiatives impacting the service center work process, workload, or service levels
Provides feedback and guidance for questions about both direct and indirect employee progress
Responsible for administering staffing programs by achieving a working knowledge of all contact disciplines
Administers all aspects of the program including staffing and scheduling needs, participant training, certification sessions, and certification status reporting
Manages the development and writing of training materials
Assesses and leverages adult learning practices and technology
Strong presentation skills required to present new and updated materials
Selects, develops, motivates, and coaches team members to ensure the achievement of individual and departmental goals
Ensures progress against goals is consistently and objectively measured and team members understand the link between their work and the business goals
Consistently evaluates the timeliness and effectiveness of the team’s communication
Drives change effectively in a high involvement, teamwork-oriented environment
Evaluates the impact of changing business requirements, procedures and programs on productivity and performance measurements
Develops and controls cost center forecast
Monitors expenses and provides variance explanations
Reviews and reconciles monthly purchasing card statement
Continually reviews operational procedures and staffing levels to determine their impact on quality and productivity goals
Supports special events such as Seminar, Career Conference and other sales force events and travels to those events as needed
Promotes Safety, Wellness, and Information Security
This job requires on-site work at a Mary Kay facility
Qualification
Required
Bachelor's degree or equivalent in Education, Communications, Organization Development or Adult Learning Theory
7+ years of experience in high volume, multi-shift contact or customer service center with workflow support
Must have a working knowledge of technologies including: Multi-channel contact center systems in an environment that supports calls, emails, and chat, Customer Relationship (CRM) systems, Interactive Voice Response (IVR) systems, training technology, and quality monitoring systems
Advanced knowledge of customer satisfaction and quality service practices
Ability to use judgement and diplomacy in interactions with sales force and end consumers in the exchange of information and resolution of concerns
Proven ability to demonstrate leadership skills effectively leading and influencing, and interacting with confidence
Possess strong analytical skills to be able to analyze, interpret and apply Mary Kay Inc. business practices and promotions
Must possess strong critical thinking skills to identify service-impacting issues and take corrective actions or recommend solutions
Must have excellent project management skills to manage multiple projects and meet deadlines
Exhibit excellent oral and written communication skills and solid presentation skills
Be flexible to change shift and/or schedule due to changing business needs and travel to outlying Branches to conduct training
Preferred
Bilingual English/Spanish is highly preferred
Benefits
A comprehensive health plan which includes medical, dental, and vision with low premiums
401(k) plan
A generous profit-sharing program
Free access to on-site fitness center and on-site clinic
Company
Mary Kay Global
Mary Kay Global is an online portal that offers beauty care products.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Annette (Jones) Morton
CEO Business Owner - Consultant
Dora Behan
CEO/Recruiter/Professional Trainer/ Business & Self Developnent
Recent News
2025-10-09
2025-08-14
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