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Customer Service Systems & Training Manager

New York, NY

Our Story
With over 50 years of serving the creative community, Adorama has grown from a beloved New York City camera store into the world’s only full-service destination for photo, video, and electronics. We’re more than a retailer—we’re a creative partner for professionals, hobbyists, and tech enthusiasts alike. 

From iconic brands like Sony, Canon, and Nikon to the latest in drones, smart home tech, musical instruments, and pro audio gear, Adorama provides creators with the gear and services they need to bring their visions to life. Our passion for education, innovation and commitment to customer experience make us a dedicated and trusted resource. 

At Adorama, we don’t just support creativity—we live it. Join a team that’s shaping the future of how the world captures, creates and connects. 

Our Leadership Principles

  • Growth Mindset: We set high standards, embrace failure, and are open to change.
  • Be Customer-Centered: We focus on the end-to-end customer experience.
  • Take Ownership & Dig Deeper: We are proactive, use data, and avoid shortcuts.
  • Think Like a Start-Up: We move fast, stay flexible, and celebrate every win.
  • Be Humble & Respectful: We assume positive intent, listen actively, and support one another.

What You'll Do

We are seeking a proactive and process-driven Customer Service Systems & Training Manager to lead the management of our Microsoft Dynamics platform, other key CS systems, and our internal training and learning center. This role is ideal for someone who combines strong technical aptitude with a deep understanding of operational workflows, and who thrives on improving systems, tools, and team capabilities. The ideal candidate will be a systems thinker who understands how processes interconnect, and an out-of-the-box problem solver who brings fresh ideas for enhancing customer service experience and employee development.

Responsibilities:

  • Serve as the primary administrator and owner of Microsoft Dynamics and other Customer Service-related systems.
  • Collaborate with IT and operations teams to identify and implement system enhancements and integrations.
  • Monitor system performance, manage user access, and ensure data accuracy and efficiency in workflows.
  • Own the CS training and learning center, including onboarding programs, ongoing education, and documentation updates.
  • Develop and deliver training materials (live, video, written) for new systems, processes, and tools.
  • Identify gaps in team knowledge or system usage and proactively recommend solutions.
  • Analyze support workflows and recommend automation or process improvements.
  • Stay up-to-date on best practices in customer service technology and training.
  • Responsibilities may evolve over time; employees may be asked to take on additional duties as needed to support business priorities.

What Will Help You Thrive

  • Proven experience managing or administering CRM systems (preferably Microsoft Dynamics).
  • Experience in a customer service, technical support, or training environment.
  • Strong understanding of customer service operations and workflows.
  • Excellent communication skills, both verbal and written.
  • Ability to translate business needs into system and training solutions.
  • Highly organized, detail-oriented, and resourceful.
  • Creative thinker with the ability to solve problems innovatively and independently.

Preferred Qualifications:

  • Experience in developing and managing internal learning or knowledge centers.
  • Familiarity with help desk systems, knowledge bases, or ticketing platforms.
  • Basic knowledge of system integrations or process automation tools.

 

This role requires three on-site days weekly to ensure in-person collaboration, improved communication, effective teamwork, and real-time problem solving to enhance team synergy and productivity. A standard 40-hour work week is expected. 

 

Apply today and let’s create something extraordinary together. 

Pay range for this role:

$95,000 - $120,000 USD

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