Custom Services Specialist

Support Center - Irving

The Custom Services Specialist supports the development, execution, and continuous improvement of in-store custom service programs (e.g., framing, personalization, balloon inflation, cut bar, and emerging services). This role partners closely with the Manager–Custom Services and cross-functional teams to ensure programs are operationally sound, customer-centric, and effectively implemented in stores.

The Specialist serves as a subject matter expert for assigned service categories, helping translate strategy into actionable tools, processes, and training that drive consistent execution, strong customer experiences, and sales performance across store locations.

Major Activities

Program Execution & Support

• Support the implementation and day-to-day management of assigned custom service programs
• Assist in developing and refining service workflows, tools, and execution guidelines
• Coordinate pilots and tests, including gathering feedback, tracking results, and identifying opportunities for improvement
• Monitor program performance and provide insights to optimize sales, attachment, and service adoption
• Ensure programs are clearly documented and easy for stores to execute

Customer Experience Support

• Reinforce service standards that deliver a seamless and high-quality customer experience
• Help identify customer pain points and support solutions to improve satisfaction and conversion
• Review customer feedback and partner with leadership to address trends and gaps
• Support in-store execution by ensuring clarity in service expectations and tools

Operational Support & Process Improvement

• Assist in creating, updating, and maintaining standard operating procedures (SOPs)
• Identify operational challenges from the field and escalate or help solve in partnership with cross-functional teams
• Support testing and validation of processes to ensure efficiency, consistency, and safety
• Help ensure compliance with company standards and operational requirements

Training & Field Enablement

• Support development of training materials, job aids, and tools for store teams
• Assist in delivering training sessions (virtual or in-person) as needed
• Help track training completion and effectiveness
• Provide ongoing support to stores by answering questions and clarifying processes

Cross-Functional Coordination

• Partner with teams such as Store Operations, Merchandising, Marketing, Supply Chain, and Learning & Development to support program needs
• Coordinate with vendors for materials, tools, and service-related support
• Act as a point of contact for field questions, helping bridge communication between stores and corporate teams

Other duties as assigned

Preferred Education

• Bachelor’s degree or equivalent experience preferred

Minimum Type of Experience Required

• 2+ years of experience in retail operations, services, or program support
• Strong organizational and project coordination skills
• Ability to translate strategy into clear, executable tasks
• Strong communication skills with the ability to support and influence cross-functional partners
• Detail-oriented with a focus on consistency and execution excellence
• Analytical mindset with the ability to interpret data and identify opportunities
• Experience in developing SOPs, training materials, or operational processes preferred

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 and celebration. As the leading destination for creating and celebrating in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise. 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 www.michaels.com.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers 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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