Manager, Customer Service Operations

Job Description
POSITION SUMMARY:
This role is responsible for developing the customer service strategy and goals to deliver a positive and seamless customer experience. They will be responsible for building a best-in-class, effortless customer experience that integrates seamlessly with our digital experiences. This position will lead teams supporting our store and online customers across multiple channels, both domestic and international. The Manager will need to think globally and strategically with the ability to analyze and leverage data in decision making. The Manager of Customer Service is also responsible for the creation of the eCommerce and Omni-channel Customer Service environment as well as the digital innovation to respond to our customers via text, chat bots and other communication channels.
JOB RESPONSIBILITIES:
Establish and implement service standards that ensure quality and consistency
Deliver an engaging customer experience as measured by VOC (Voice of the Customer) surveys and deliver service level metrics and financial goals
Create an environment focused on curiosity and resourcefulness and drive engagement with a continuous improvement mindset
Deliver a customer care strategy that integrates with the Customer Experience journey while driving business results and creating a competitive advantage for the brand
Research current and emerging channels and technology platforms, while working with insights to get data to improve our visibility of the end to end customer experience
Create a customer focused culture that leverages quality, VOC and customer feedback data to assess, analyze and drive improvement
Drive accountability for operational and financial metrics
Lead focus on continuous improvement processes to gain efficiencies and improve effectiveness
Effectively develop and manage an operational budget to execute and deliver consistent financial results that meet or exceed plan and forecast
Review, resolve and provide awareness on issues affecting Company compliance and legal requirements
Responsible for overall expense management of the contact center operation
Additional duties as assigned