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Support Center - Irving

The Knit & Sew Program Manager is responsible for overseeing and managing strategic customer-facing projects and initiatives within stores that impact Michaels product and service offerings, with a focus on textile businesses, including fabric, sewing, yarn, ribbon, machines, etc. This includes managing store service strategies, ensuring exceptional customer service, assisting with developing standards, processes, procedures and assisting with developing change management strategies and training for front-line and leadership Team Members. This role is heavily involved in coordinating cross-functional teams, ensuring projects and timelines align with the company's goals, and driving innovation to enhance store operations and customer experience to hit targeted sales and profit objectives.

Major Activities

Store Service Initiatives:

+ Lead design and execution of key store service initiatives (new and existing) to ensure end products align to Company goals and expectations. Inclusive of fabric cutting procedures, best practices, standard operating procedures, etc.

+ Plan, execute, and deliver special projects, ensuring they meet strategic objectives and completed on time and within budget.

+ Ensure store services are executed in-store aligned to company policies, industry standards and federal/state regulations.

+ Visit stores frequently to review execution and gather feedback to improve.

Customer Service and Execution:

+ Develop and implement customer service strategies tied to business initiatives to ensure high-quality service standards across all stores.

+ Identify service gaps and create initiatives that improve customer service and enhance satisfaction.

+ Monitor and track customer feedback through surveys, reviews, and direct interactions to improve service and process.

+ Analyze sales data, market trends, and operational performance to identify areas for improvement and inform decision-making.

Innovation and Process Improvement:

+ Stay updated with the latest trends in customer service, retail operations and store technology to influence current and future initiatives.

+ Introduce innovative ideas and best practices to enhance store services and overall customer experience.

+ Influence and lead continuous improvement initiatives to boost efficiency and customer satisfaction.

Communication/Cross-Functional Partnerships:

+ Collaborate with various departments (e.g., Operations, HR) to ensure effective resource allocation and project success.

+ Collaborate with senior management to provide input/insight into strategic decisions that affect store services and keep informed of progress and results.

+ Create a sense of urgency and entrepreneurial leadership style among team and cross-functional teams.

+ Facilitate proactive communication that links Store Operations, Merchandising, Supply Chain, Technology, Human Resources, the vendors, and all other cross-functional teams as needed.

+ Encourage two-way communications and promote shared learning, empowering team members to resolve issues by delegating tasks to the appropriate level.

+ Inspire, collaborate, and move the cross-functional team towards a unified vision, relentlessly putting the Customer first and at the center.

+ Cultivate strong cross-functional partnerships with key business areas needed to support company sales and profit goals.

+ Ensures teamwork and cohesion between teams, business units, and other company functions.

Other duties as assigned

Preferred Education

+ BA/BS degree in Business, Retail Management, or related field

Minimum Type of Experience Required

+ Experience supporting operations of textile businesses, including fabric, sewing, yarn, ribbon, machines, etc.

+ 7-10 years of Retail/Store Operations experience exhibiting progressively responsible assignments.

+ Considerable experience leading cross-functional teams.

+ Project Management experience managing complex companywide programs and initiatives.

+ Experience using consumer insights and competitive analysis to manage the execution and evolution of strategy.

Other

+ Proven experience in managing complex projects with multiple stakeholders.

+ Expertise in project management methodologies and tools.

+ In-depth knowledge of retail operations, customer service best practices and industry trends.

+ Strong organizational, analytical, and communication skills.

+ Ability to work cross-functionally and drive collaboration across the organization.

+ Strategic thinking and problem-solving abilities.

+ Excellent verbal, written communication skills.

+ Demonstrates ability to drive business results successfully.

+ Demonstrates ability to adapt quickly and lead through change.

+ Strong organization, time management, and prioritization skills with the ability to work on multiple projects simultaneously.

+ Able and open to travel.

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

At The Michaels Companies Inc, **our purpose is to fuel the joy of creativity** . As the leading creative destination in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com (http://www.michaels.com./) and Michaels.ca . The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels (https://www.michaels.com/makerplace) , a dedicated handmade goods marketplace. Founded in 1973 and headquartered in Irving, Texas, **Michaels is the best place for all things creative.** For more information, please visit  www.michaels.com

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. For more information, visit mikbenefits.com .

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all** **c** **ustomers** **to create, innovate and be better together.

_Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL)._

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