Manager, Customer Care Training and Quality

Overview

PGA TOUR Superstore is seeking a driven, adaptable, and team-oriented professional to help support the growth of its business and customer experience. As one of the fastest-expanding specialty retailers, the company values people from varied backgrounds who bring a service mindset and a commitment to helping customers through golf and tennis. The organization is part of the Arthur M. Blank Family of Businesses and aims to foster a family-style culture guided by its mission to inspire people through golf and tennis.

Position Summary

The Customer Care Training & Quality Manager is responsible for the overall strategy, standards, and roadmap for training and quality within Customer Care. This position leads the supervisors who handle day-to-day execution for both areas. The role shapes onboarding, ongoing learning, the learning management system, and the quality assurance program, while also defining how performance is measured and how teams are developed. Instead of directly running every program, this manager creates the operating framework, ensures consistency and governance, develops the Training and Quality Supervisors as leaders, and connects measurement with capability-building. The role works closely with Customer Care Operations, Workforce Management, and Product teams so that training and quality efforts support business goals, operational readiness, and changing customer expectations.

Key Responsibilities

• Set the direction, standards, and annual plan for training and quality, making sure both areas support Customer Care objectives and the broader customer experience strategy.
• Coach, guide, and develop the Training and Quality Supervisors, establish clear goals, and hold the team accountable for delivery.
• Create governance, policy, and performance measures for both functions and present results to Customer Care leadership.
• Convert business priorities into team goals, staffing plans, and resource decisions across training and quality.
• Promote the core Customer Care values, lead by example, and reinforce a culture of ongoing improvement and ownership.
• Design the onboarding experience for new Customer Care hires from pre-boarding through nesting and graduation, with delivery managed through the Training Supervisor.
• Build role-specific onboarding paths for agents, specialists, leads, and similar roles that combine product knowledge, system training, and customer experience skills.
• Support engaging live and virtual training, workshops, and coaching sessions, including stepping in for high-visibility or leadership-focused sessions when needed.
• Work with Operations to define readiness standards and certification rules for graduation and certification checkpoints.
• Measure onboarding success using indicators such as time to proficiency, early attrition, and quality performance.
• Maintain evergreen learning programs that strengthen core skills, policies, systems, and product knowledge over time.
• Create refresher learning, microlearning, and targeted interventions based on performance patterns, quality findings, and business needs.
• Use quality monitoring data, in partnership with Operations, to identify learning gaps and deploy training solutions proactively.
• Support change management by building learning for new tools, processes, and product launches.
• Keep training content up to date, useful, and aligned with brand expectations and customer experience standards.
• Develop and oversee the quality assurance framework, including evaluation forms, scorecards, and monitoring methods aligned with brand, CX standards, and Customer Care values.
• Set the approach for reviewing customer interactions across phone, email, and chat, with execution handled through the Quality Supervisor.
• Own calibration practices to promote consistency, fairness, and a shared understanding of quality among supervisors and leadership.
• Review quality trends and perform root-cause analysis to identify coaching needs and system or knowledge issues.
• Turn quality insights into coaching plans, refresher training, and updates to SOPs, job aids, and onboarding materials.
• Build and maintain quality dashboards and reporting, share trends and risks with leadership, and help supervisors give consistent, actionable feedback.
• Serve as the primary owner and administrator of the learning management system.
• Handle course setup, assignments, tracking, reporting, and compliance-related requirements in the LMS.
• Maintain a centralized and organized library of training materials, SOPs, job aids, and other reference documents.
• Make learning content easy to find, simple to use, and suitable for self-service learning.
• Review LMS and training tools and recommend improvements where needed.
• Set instructional design standards for engaging learning experiences using adult learning principles and blended learning methods.
• Oversee the creation and maintenance of presentations, facilitator guides, learner workbooks, assessments, and knowledge checks.
• Use performance data and learner feedback to improve content and delivery methods.
• Ensure training can scale with business growth and seasonal staffing demands.
• Partner with Customer Care leadership, Product, IT, HR, and Workforce teams to align training and quality priorities with operational goals.
• Support new initiatives, pilots, and process changes with timely learning rollouts.
• Communicate training plans, timelines, and expectations clearly to stakeholders.
• Manage training calendars, capacity planning, and resource requirements.
• Contribute to broader customer experience strategy through workforce enablement and capability development.
• Be available to support business needs beyond standard hours, including evenings, weekends, and holidays when required.
• Perform other duties as assigned, noting that responsibilities may change with or without notice.

Qualifications and Experience

• 3 to 5 years of progressive experience in contact center management or customer service leadership, including direct people management responsibility.
• Experience in omnichannel environments such as email, chat, voice, and social channels.
• Hands-on experience with quality monitoring tools, interaction analytics, or QA scoring systems.
• Experience working with distributed or remote teams.
• Background in change management or large-scale rollouts, such as new platforms, policy updates, or product launches.
• Knowledge of customer experience platforms and knowledge base tools is considered an advantage.

Work Environment and Additional Information

This position generally follows a consistent schedule with hybrid flexibility. It is primarily aligned to standard business hours, though business needs may require availability across Monday through Sunday, including evenings, weekends, and holidays. The role is largely desk-based and requires the ability to sit and/or stand for extended periods. Variable desk-height options are available, allowing the employee to alternate between sitting and standing if preferred.

PGA TOUR Superstore is an equal opportunity employer and is committed to maintaining a diverse and inclusive workplace. The company complies with laws prohibiting discrimination on the basis of race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and other legally protected characteristics. Any associate who believes they have experienced discrimination should report it immediately to Human Resources. Retaliation for making a report is prohibited.

The job description is not intended to be an exhaustive list of every task or responsibility. Duties and responsibilities may be adjusted at any time, with or without advance notice.