Senior Framer

📍 Job Overview

Job Title: Senior Framer

Company: Michaels Stores

Location: Charlottesville, Virginia, United States

Job Type: FULL_TIME

Category: Retail Operations / Customer Service

Date Posted: May 01, 2026

Experience Level: Entry Level (0-2 years)

Remote Status: On-site

🚀 Role Summary

• Drive customer engagement and build strong relationships through personalized framing solutions.

• Achieve sales and production targets by effectively selling custom framing services and products.

• Provide exceptional customer service by assisting shoppers, maintaining store presentation, and ensuring a positive shopping experience.

• Support team operations by acting as a lead in the absence of the Framing Manager and assisting with team member training.

• Ensure operational efficiency and compliance by adhering to Standard Operating Procedures (SOPs) and company programs.

📝 Enhancement Note: While the title is "Senior Framer," the AI-derived experience level of "0-2 years" suggests this role is more about demonstrating leadership potential and a strong grasp of framing and customer service fundamentals rather than extensive prior experience. The role integrates direct sales, customer relationship management, and operational support within a retail environment.

📈 Primary Responsibilities

• Customer Relationship Management:

  • Utilize Elevated ABC Deliver methodology to build rapport with customers and understand their framing needs.
  • Create memorable and effective framing solutions tailored to individual customer artwork and preferences.
  • Engage customers in conversations about the benefits of loyalty programs (Rewards) and facilitate enrollments.
  • Educate customers on the Voice of Customer (VOC) survey to gather feedback and drive service improvements.

• Sales and Production Excellence:

  • Achieve and exceed personal sales and production goals for custom framing orders.
  • Complete framing orders with a high degree of quality, ensuring adherence to design specifications and timelines.
  • Maintain the ready-made frame department and other assigned areas, including SISO (Single Item, Single Outlet) and Directed Replenishment processes.

• Operational Support and Leadership:

  • Act as a lead in the absence of the Framing Manager, overseeing daily operations and team activities.
  • Serve as a resource for other team members, providing assistance and training on framing techniques, customer service, and operational procedures.
  • Support the Framing Manager in driving Key Performance Indicator (KPI) achievement through effective team guidance and process adherence.

• Store Operations and Customer Experience:

  • Deliver friendly and efficient customer service, assisting shoppers in locating products and providing solutions.

  • Ensure a safe, clean, and clutter-free store environment, maintaining merchandising standards.

  • Provide a fast and friendly checkout experience, adhering strictly to cash handling standards and procedures.

  • Participate actively in truck un-loading and stocking processes to ensure adherence to truck standards and budget.

  • Assist with Omni-channel processes, such as buy online, pick up in-store (BOPIS) or ship-from-store.

📝 Enhancement Note: The responsibilities highlight a blend of direct customer-facing sales, hands-on production, and junior leadership duties. The emphasis on "Elevated ABC Deliver" and "VOC survey" suggests a structured approach to customer interaction and feedback collection, common in retail environments aiming for consistent service quality.

🎓 Skills & Qualifications

Education: No specific educational requirements are listed, but a strong understanding of basic math and measurement is implied.

Experience:

• Required:

  • Basic computer skills for operational tasks and potentially system navigation.
  • Basic measuring skills for accurate framing and material calculation.
  • Ability to safely and effectively operate framing equipment and glass cutters.

• Preferred:

  • Previous retail experience, demonstrating familiarity with store operations and customer interaction.

Required Skills:

• Custom Framing Design and Execution

• Consultative Selling Techniques

• Customer Service Excellence

• Retail Merchandising Standards

• Cash Handling and Transaction Processing

• Inventory Management (Ready-made frames, materials)

• Basic Operational Equipment Proficiency (Framing equipment, glass cutter)

• Team Collaboration and Support

• Adherence to Standard Operating Procedures (SOPs)

Preferred Skills:

• Retail Sales Experience

• Product/Service Sales Expertise

• Customer Relationship Building

• Visual Merchandising

• Training and Mentoring Junior Staff

• Loss Prevention and Safety Compliance

• Familiarity with Loyalty Programs (e.g., Michaels Rewards)

📝 Enhancement Note: The AI-derived experience level of "0-2 years" combined with the "Senior" title suggests that candidates with strong potential, excellent customer service aptitude, and a willingness to learn and lead will be prioritized over those with extensive, long-term experience. The emphasis on "basic" skills for required qualifications underscores this.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• While a formal portfolio of past operations projects is not explicitly required for this retail-focused role, candidates are encouraged to prepare examples of:
  • Customer Service Success Stories: Anecdotes detailing how you resolved customer issues, exceeded expectations, or built strong client relationships.
  • Sales Achievement Examples: Instances where you successfully sold a product or service, particularly custom or high-value items, highlighting your approach and results.
  • Process Improvement Ideas: Any personal initiatives or suggestions you've made in previous roles to improve efficiency, customer experience, or operational flow, even if informal.
  • Problem-Solving Scenarios: Examples of how you handled challenges in a retail or customer-facing environment, demonstrating your ability to think on your feet.

Process Documentation:

• Candidates should be prepared to discuss their understanding of and adherence to established processes, including:
  • Workflow Design: How you follow established workflows for custom framing orders, from initial customer consultation to final product delivery.
  • Implementation and Automation: While automation is minimal in this direct role, understanding how to efficiently use provided equipment and systems is key.
  • Measurement and Performance Analysis: How you track personal sales performance and contribute to team KPIs, and your understanding of how individual efforts impact overall store metrics.

📝 Enhancement Note: For a role at this level and in this industry, a formal "operations portfolio" is less likely than demonstrating practical experience and problem-solving abilities through behavioral examples. The emphasis will be on how well candidates can articulate their past contributions and their understanding of established retail processes.

💵 Compensation & Benefits

Salary Range:

• Based on industry benchmarks for "Senior Framer" or similar retail lead positions with 0-2 years of experience in Charlottesville, Virginia, the estimated hourly wage range is approximately $15 - $19 per hour.

• This estimate considers the cost of living in Charlottesville, VA, and typical retail compensation structures for roles involving customer service, sales, and some lead responsibilities.

• Methodology: Research was conducted using aggregated salary data from similar retail roles in the Charlottesville, VA area, factoring in experience level and job responsibilities.

Benefits:

• Health Insurance: Comprehensive coverage including medical, dental, and vision plans.

• Paid Time Off (PTO): Accrued time off for vacation, personal days, and sick leave.

• Tuition Assistance: Support for continuing education and professional development.

• Employee Discounts: Generous discounts on Michaels products, fostering personal creativity and savings.

• Other Potential Benefits: May include retirement savings plans (e.g., 401(k)), life insurance, and short-term/long-term disability insurance, depending on full-time status and tenure.

Working Hours:

• This is a full-time position, typically involving 40 hours per week.

• Work hours will include nights, weekends, and early mornings, reflecting the demands of a retail environment. Flexibility is expected to cover operational needs, including peak seasons and special events.

📝 Enhancement Note: The provided benefits are typical for full-time retail positions and are a significant draw for candidates seeking stable employment with comprehensive support. The salary estimate is based on general market data for similar roles in the specified location.

🎯 Team & Company Context

🏢 Company Culture

Industry: Retail (Arts and Crafts, Home Decor, Custom Framing)

Company Size: The Michaels Companies, Inc. operates over 1,300 stores across North America, indicating a large, established retail organization. This scale offers opportunities for diverse experiences and potential career advancement.

Founded: 1973, headquartered in Irving, Texas. This long history suggests a stable company with established processes and a strong brand presence in the creative and crafting market.

Team Structure:

• Store Level: Typically includes a Store Manager, Assistant Store Manager(s), Department Specialists (like the Framing Manager and Senior Framer), Team Members, and potentially seasonal staff.

• Reporting Structure: The Senior Framer will report to the Framing Manager and, in their absence, may take on lead responsibilities. They will also interact with and support other store team members.

• Cross-functional Collaboration: The role requires collaboration with all store departments to ensure a cohesive customer experience, assist with general store duties (like stocking and truck unloads), and support Omni-channel fulfillment.

Methodology:

• Data Analysis: While not a data analyst role, performance is tracked via sales KPIs, production metrics, and customer feedback (VOC). Understanding how personal performance contributes to these metrics is crucial.

• Workflow Planning: Adherence to established Standard Operating Procedures (SOPs) for all aspects of the job, from customer interaction to framing production and loss prevention.

• Automation and Efficiency: Focus on efficiently using existing tools and equipment (framing machines, POS systems) to maximize productivity and minimize errors.

Company Website: www.michaels.com

📝 Enhancement Note: The company culture is centered around creativity, community, and customer service. As a large retailer, Michaels emphasizes structured processes (SOPs) and performance metrics (KPIs) while fostering a collaborative and supportive team environment. The "Senior Framer" role sits within this framework, bridging customer engagement, sales, and operational support.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as an entry-level to early-career position within the retail operations framework, specifically within the custom framing department. It's a step up from a standard Team Member role, often involving some lead responsibilities and a focus on specialized skills.

Reporting Structure:

• The Senior Framer reports directly to the Framing Manager.

Operations Impact:

• The Senior Framer directly impacts revenue through custom framing sales and customer satisfaction through high-quality service and product delivery.

• Their role in training and supporting other team members contributes to overall store operational efficiency and team performance.

Growth Opportunities:

• Framing Manager: The most direct career progression path is to become a Framing Manager, taking full responsibility for the department's sales, operations, and team management.

• Specialist Roles: Opportunity to develop deep expertise in custom framing, potentially becoming a go-to expert for complex projects or training.

• Cross-Departmental Roles: Experience gained in sales, customer service, and operations can open doors to roles in other store departments, visual merchandising, or even corporate positions within Michaels (e.g., training, operations support).

• Leadership Development: The "lead" responsibilities in the absence of the manager provide valuable experience for future leadership roles.

📝 Enhancement Note: The "Senior" title, combined with the AI-indicated 0-2 years of experience, suggests this is an opportunity for an ambitious individual to gain foundational leadership and specialized retail operations experience. The primary growth path is within the framing department, but transferable skills are developed for broader retail career advancement.

🌐 Work Environment

Office Type: Public retail store setting. This is a customer-facing environment where the majority of time is spent on the sales floor and within the custom framing shop.

Office Location(s): The specific store is located at 1035 Emmet St N in Charlottesville, Virginia.

Workspace Context:

• Collaborative Environment: The role operates within a team-oriented store structure, requiring constant interaction with customers and fellow team members. The framing shop itself may be a shared workspace.

• Operations Tools and Technology: Access to point-of-sale (POS) systems, basic computer terminals, custom framing equipment (e.g., mat cutters, mounting presses, framing tools), and potentially inventory management systems.

• Team Interaction: Frequent opportunities for collaboration with other team members for customer assistance, stocking, truck unloads, and general store maintenance. The Senior Framer also acts as a support and trainer for other team members.

Work Schedule:

• This is a full-time position (approx. 40 hours/week).

• Work hours are flexible and will include nights, weekends, and early mornings. This is typical for retail operations to cover all store operating hours and peak customer traffic times.

• The environment includes climate-controlled public areas and potentially less controlled stock rooms. Some outdoor work may be required for specific tasks like truck unloads.

📝 Enhancement Note: The work environment is dynamic and fast-paced, typical of a retail store. The framing shop is a specialized area within the larger store, requiring specific skills and equipment, but the Senior Framer is also expected to contribute to broader store operations.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a phone or online application review, followed by a brief screening call to assess basic qualifications and interest.

• In-Person Interview: Typically involves an interview with the Framing Manager and potentially another store leader. This stage will focus on:

  • Behavioral Questions: Assessing customer service skills, problem-solving abilities, and how you handle specific retail scenarios.
  • Skills Assessment: Questions about your experience with framing, sales, and customer interaction. You may be asked to demonstrate basic measuring or equipment knowledge.
  • Cultural Fit: Evaluating your alignment with Michaels' values of creativity, customer focus, and teamwork.

• Practical/Working Interview (Possible): In some cases, candidates might be asked to perform a simple task related to framing, customer service, or merchandising to assess practical skills.

• Final Interview/Offer: May involve a final discussion with store leadership and the extension of an offer.

Portfolio Review Tips:

• Focus on Demonstrable Skills: Since a formal portfolio isn't standard, prepare to discuss specific examples from past experiences that showcase:

  • Customer Service Excellence: How you went above and beyond for a customer.
  • Sales Success: A time you successfully sold a product or service, especially a custom or higher-value item.
  • Problem-Solving: A challenging situation you faced and how you resolved it.
  • Teamwork: Instances where you collaborated effectively with colleagues.

• Quantify Achievements: Whenever possible, use numbers to illustrate your impact (e.g., "increased custom framing sales by X%," "assisted Y customers per shift," "handled Z transactions daily").

• Articulate Process Understanding: Be ready to explain how you would approach a custom framing consultation or handle a specific customer request, demonstrating an understanding of the workflow.

• Showcase Enthusiasm: Express genuine interest in Michaels, creativity, and helping customers bring their visions to life.

Challenge Preparation:

• Scenario-Based Questions: Be prepared for questions like:

  • "A customer brings in a very valuable piece of art and is unsure about framing options. How do you approach this?"
  • "How would you handle a situation where a customer is unhappy with their custom framing order?"
  • "Describe a time you had to upsell a customer on a product or service."
  • "How do you manage your time when working on a custom order while also needing to assist floor customers?"

• Product Knowledge: Familiarize yourself with the types of framing materials, mats, and preservation techniques Michaels offers.

• Company Values: Understand Michaels' mission and values and be ready to explain how your approach aligns with them.

📝 Enhancement Note: The interview process will heavily rely on behavioral questions and assessing practical retail skills. Candidates should prepare concrete examples of their customer service, sales, and problem-solving capabilities rather than a traditional operations portfolio.

🛠 Tools & Technology Stack

Primary Tools:

• Custom Framing Equipment:

  • Mat Cutters: Essential for precise cutting of mat boards.
  • Mounting Presses: Used for adhering artwork to backing materials.
  • Framing Tools: Saws, jointers, staple guns, and other equipment for assembling frames.
  • Glass/Acrylic Cutters: For sizing glazing materials.
  • Heat Press: May be used for specific mounting or finishing techniques.

• Point of Sale (POS) System: For processing transactions, managing orders, and potentially accessing customer information.

• Basic Computer Skills: For accessing company portals, training modules, and potentially inventory lookups.

Analytics & Reporting:

• While this role isn't primarily analytical, understanding how personal performance contributes to store-level metrics is important.

• Sales Performance Tracking: Through the POS system, tracking individual sales figures, especially custom framing sales.

• KPI Monitoring: Awareness of department and store KPIs (Key Performance Indicators) such as sales per square foot, conversion rates, and average transaction value.

CRM & Automation:

• Customer Relationship Management (CRM): Potentially leveraging customer data within the POS or a dedicated system (e.g., Michaels Rewards program) to personalize service and track customer preferences.

• Order Management Systems: Integrated into the POS, used for creating, tracking, and managing custom framing orders.

📝 Enhancement Note: Proficiency with specialized framing equipment is a core requirement. Familiarity with retail POS systems and basic computer operations is also essential. The role is less about advanced analytics tools and more about efficient execution of tasks using provided operational technology.

👥 Team Culture & Values

Operations Values:

• Creativity & Passion: Fostering an environment where creativity is celebrated and employees are passionate about helping customers express themselves.

• Customer Focus: Prioritizing exceptional customer service, building relationships, and ensuring customer satisfaction with every interaction.

• Teamwork & Collaboration: Working together across departments to achieve store goals, support colleagues, and create a positive work environment.

• Integrity & Respect: Upholding company policies, treating everyone with respect, and maintaining a safe and inclusive workplace.

• Accountability: Taking ownership of responsibilities, driving personal performance, and contributing to the team's overall success.

Collaboration Style:

• Cross-functional Integration: The Senior Framer is expected to collaborate closely with all store team members, assisting with general store duties and supporting other departments as needed.

• Process Review Culture: While SOPs are followed, there's an expectation of continuous improvement, where team members can provide feedback or suggestions that enhance efficiency or customer experience.

• Knowledge Sharing: Acting as a resource and trainer for other team members, sharing expertise in custom framing and customer service.

📝 Enhancement Note: Michaels emphasizes a culture of creativity and customer-centricity. Team members are expected to be collaborative, supportive of one another, and committed to upholding company values and operational standards.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Multiple Demands: Juggling customer consultations, custom framing production, operating the POS, and assisting other team members simultaneously.

• Managing Customer Expectations: Effectively guiding customers through the custom framing process, managing timelines, and ensuring satisfaction with unique pieces.

• Physical Demands: The role involves significant standing, lifting, and manual dexterity, which can be physically demanding.

• Staying Current with Trends: Keeping up with evolving design trends in framing and art presentation.

Learning & Development Opportunities:

• Skill Advancement: Deepening expertise in custom framing techniques, design principles, and material selection.

• Sales and Customer Service Training: Enhancing consultative selling skills, customer relationship management, and problem-solving abilities.

• Leadership Experience: Gaining practical experience in leading a team, managing operations, and supporting a manager.

• Industry Exposure: Learning about the art and framing industry from a retail perspective.

• Potential for Further Training: Access to company-provided training programs, potentially including leadership development or cross-training in other store functions.

📝 Enhancement Note: This role offers a solid foundation in retail operations, customer service, and specialized sales. The challenges are typical of a hands-on, customer-facing role, while the growth opportunities are geared towards developing specialized expertise and foundational leadership skills within the retail environment.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy: Be ready to discuss how you would prioritize tasks when faced with multiple customer requests and framing orders. Prepare to explain your understanding of how custom framing sales contribute to overall store revenue and customer loyalty.

• Collaboration & Stakeholder Management: Prepare examples of how you've worked effectively with colleagues, managed difficult customer interactions, or supported a team lead/manager.

• Problem-Solving: Think of specific instances where you identified an issue (e.g., a customer complaint, an operational inefficiency) and how you took action to resolve it. Be ready to discuss how you'd handle a framing order that encounters a production delay.

Company & Culture Questions:

• Company Operations: Research Michaels' mission, values, and the types of products they offer. Understand their commitment to creativity and customer experience. Be prepared to articulate why you are drawn to Michaels specifically.

• Operations Team Dynamics: Discuss your preferred working style within a team. How do you contribute to a positive team atmosphere? How do you handle constructive feedback?

• Operations Impact Measurement: While you won't be running complex analyses, be ready to discuss how you believe your role contributes to the store's success. How would you measure your own performance in customer service and sales?

Portfolio Presentation Strategy:

• Focus on Anecdotes: Instead of a formal presentation, prepare to share 2-3 compelling stories that highlight your key skills:

  • Customer Service: A time you made a significant positive impact on a customer.
  • Sales: A successful sale, especially a custom or challenging one, and your approach.
  • Problem-Solving/Leadership: A situation where you stepped up, resolved an issue, or helped a colleague.

• Quantify Results: For each story, try to include metrics or specific outcomes (e.g., "led to a repeat customer," "resulted in a sale of $X," "resolved the issue within Y minutes").

• Showcase Process Understanding: Briefly explain the steps you took in each scenario, demonstrating your grasp of retail processes and customer interaction flows.

• Enthusiasm for Creativity: Weave in your passion for art, creativity, and helping customers bring their ideas to life.

📝 Enhancement Note: Interview preparation should focus on demonstrating practical skills through storytelling and articulating an understanding of retail operations and customer service principles, rather than a formal operations project portfolio.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the Michaels Careers portal.

• Resume Optimization: Tailor your resume to highlight relevant experience in customer service, sales, retail environments, and any experience with crafting, art, or custom work. Use keywords from the job description such as "customer service," "sales," "custom framing," "merchandising," and "team support."

• Portfolio Preparation: Mentally prepare 2-3 specific examples (anecdotes) from your past experiences that demonstrate your customer service skills, sales ability, problem-solving capabilities, and teamwork. Be ready to discuss these in detail during an interview.

• Company Research: Familiarize yourself with Michaels Stores – their mission, values, product offerings, and commitment to creativity. Understand the importance of custom framing within their business model.

• Interview Practice: Practice answering common retail interview questions, especially those related to customer interaction, sales scenarios, and handling challenging situations. Be ready to articulate how your skills align with the Senior Framer role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.