Operations Specialist, Customer Care Team

Brand Overview:

At maurices, we’re all about feel-good fashion for real life. We’re committed to our service with style promise and to offering affordable fashion that takes women from workday to weekend—and all of life’s adventures in between. With inclusive sizing from 0–24, maurices is known for versatile styles across key categories like denim, dresses, tops, and more. We’ve been doing this since 1931, and today you’ll find us in over 800 communities across North America and online at maurices.com. At maurices, it’s more than clothes - it’s where fun, friendship and fashion come together! We believe in putting People First — and that starts with you. We’re a collaborative team that leads with kindness, values authenticity, stays curious, and moves with agility. We work smart, have fun, and support one another in a generously flexible environment that empowers you to thrive both personally and professionally. We’re headquartered in the heart of Duluth, Minnesota overlooking the beautiful shores of Lake Superior. Our original hometown offers the perfect blend of natural beauty, four-season adventure, and a vibrant college town atmosphere.

Position Overview:

The Operations Specialist, Customer Care Team supports day-to-day CARE operations by helping manage routine processes, document issues, maintain knowledge content, and follow up on escalations. This role partners with internal teams to support process updates, system changes, customer issue resolution, and consistent team execution.

Key Responsibilities:

Essential Duties and Functions:

• Provide routine operational support for CARE, including triage support for escalations, exceptions, and non-standard issues.
• Support assigned CARE processes, tools, policies, procedures, and workflows by following established guidance and communicating updates as needed.
• Gather details, communicate updates, and complete follow-up actions to support customer care operations.
• Document and track escalated customer issues, complaints, and one-off cases through resolution or appropriate handoff.
• Maintain knowledge base content, standard work, and process documentation.
• Support AI and agent-assist initiatives by reviewing content, identifying gaps, and assisting with testing as assigned.
• Prepare routine reports and basic summaries to support visibility into CARE activity and trends.
• Assist with launch support for new programs, process updates, and system transitions, including basic testing, readiness tasks, and post-launch support.
• Work with internal teams and vendors, as needed, to share operational information and support issue resolution.
• Assist with social customer care activities and related operational support, as assigned.
• Provide backup support to help maintain service continuity within a small team environment.

Education/Skills and Experience Requirements:

Education:

Associate or bachelor’s degree in business, operations, customer service, or related field preferred; equivalent experience considered.

Experience:

1-3 years of customer service, operational support, reporting, or related experience preferred.

Skills:

Ability to organize information, follow established processes, identify basic patterns, and escalate questions appropriately.

Strong written communication skills with the ability to maintain clear process documentation and support materials.

Experience with spreadsheets, reporting tools, customer service platforms, or system testing preferred.

Interest in AI, automation, and continuous improvement within a customer service or operations environment.

Strong communication skills and ability to work effectively with cross-functional partners.

Location:

Position Type:

Pay Range:

This position is eligible for an annual incentive compensation based on company performance.

How We Work: Our Smart Work program pairs the best of in‑person collaboration with the flexibility to work remotely, guided by business needs and the nature of each role. Corporate associates work at least three days a week in our offices, with teams setting core days to brainstorm, build relationships, and move work forward. The goal is simple: help you do your best work, stay connected to your team, and maintain healthy work‑life balance.

What We Offer: We offer a comprehensive and competitive benefits package designed to support your health, financial security, and work-life balance. Full-time associates are eligible for a suite of benefits. Choice of three medical plans, including a PPO plan or High-Deductible plans. High-Deductible plans offer the option of a Health Savings Account, with employer contribution.

Additional benefits include Dental, and Vision coverage, Flexible Spending Accounts (Healthcare and Dependent Care), Accident, Critical Illness, and Hospital Indemnity coverage, Voluntary Life, Spouse, and Child Life Insurance, and Long-Term Disability coverage. maurices provides, at no cost to our associates, Basic Life Insurance and Short-Term Disability coverage, access to our Wellbeing platform with Personify Health, and an Employee Assistance Program available for associates and their families. After 6 months of employment, you may be eligible for our 401(k), which offers an immediately vested Safe Harbor matching contribution. maurices supports continued education with our Tuition Assistance program, available after 1 year of employment.

Associates also have access to PTO benefits, including vacation (with accrual or flexible options based on role), annual sick time awards, holiday pay, and two weeks of New Parent Leave for birth, adoption, or foster placement. We offer continuous opportunities for learning, connection building through Associate Resource Groups and for our Duluth based associates, free access to a state-of-the-art onsite Fitness Facility.

Equal Employment Opportunity

The Company is committed to hiring and developing the most qualified people at all levels. It is our policy in all personnel actions to ensure that all associates and potential associates are evaluated on the basis of qualifications and ability without regard to sex (including pregnancy), race, color, national origin, religion, age, disability that can reasonably be accommodated without undue hardship, genetic information, military status, sexual orientation, gender identity, or any other protected classification under federal, state, or local law. We do not discriminate in any of our employment policies and practices. All associates are expected to follow these principles in all relationships with other associates, applicants, or others with whom we do business.