Customer Experience Lead

Overview:

As a Customer Experience Lead, you’ll play a key role in delivering a positive and engaging shopping experience for our customers. You’ll help drive front-end operations, support associates during your shift, and ensure the sales floor is organized, stocked, and ready to serve our customers.

This is a hands-on leadership role where you’ll work closely with store leadership to keep operations running smoothly while modeling Burlington’s core values and customer-first mindset.

What You’ll Do

Lead by example to deliver excellent customer service across the store

Support and coordinate daily front-end operations, including checkout flow and line management

Direct associates during your shift, adjusting priorities to meet business needs

Ensure fast, friendly, and accurate transactions (sales, returns, exchanges, etc.)

Help resolve customer concerns and escalate issues when needed

Ensure workload tasks, recovery, and merchandising standards are completed

Perform opening and/or closing duties as assigned

Support proper scheduling of breaks and front-end coverage

Troubleshoot routine register or transaction issues to minimize service disruptions

Partner with store leadership to identify and address service or execution opportunities

Assist with merchandise flow and maintain organization in stock and support areas

Reinforce company policies, safety standards, and operational procedures

What We’re Looking For

A strong customer service mindset with a passion for helping others

Ability to lead, coach, and motivate associates in a fast-paced environment

Strong communication and problem-solving skills

Ability to stay organized and adjust priorities quickly

Team-oriented with the ability to build positive working relationships

Attention to detail and commitment to operational accuracy

Flexibility to work a schedule that includes nights, weekends, and holidays

Experience:

1+ years of retail experience preferred (off-price, big box, or specialty retail environments are a plus)