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Director, Operations Innovation
Internet Industry Company
Seattle, WA, United States
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DESCRIPTION
Director Operations Transformation to lead the transformation of a large, global 24:7, Operations team into a lean, highly scalable network that optimizes technology and automation. The role will transform the current approach of handling contacts via highly trained Associates with 950+ SOPs, 350 tools into a highly automated, workflow driven design that increases self-service for both Sellers and Associates through the development of a set of interoperable tools built on Paragon – a new extensible platform for managing workflows and actions for Associates. These designs will also be extended for Vendor contacts using a platform design that is being consumed by 28+ teams in Company.
Currently, the Operations organization is resourced by Associates in 31 worldwide sites (currently at 4,562 Company employees in 12 Company sites, plus 6 outsourced partners in 17 sites with a workforce of 2,878 Associates), handling 37MM contacts in 2016 growing to over 52.1MM contacts in 2018. The organization will also assume support for all Vendors contacts, forecasted at an additional 2.7MM in 2017 through migrations from RBS, Financial Operations, and Vendor Managers. In order to achieve service and self-service experience parity with Sellers, we are proposing investing in developing new, lean workflows and modifying tools in Paragon, building out new automation leveraging Seller Support’s RacerX platform, leveraging Athena as a self-help platform, and adding chatbots to boost Vendor self-service to 74%+ (in line with current Seller Support).
Reporting to this role will be 7 Directors in 2016 (NA Operations, International Operations China Operations, Associate Experience, JP Operations (Q3), and Quality and Associate Tools (Q3), and Vendor Operations with the expectation of 2 additional Directors in 2017 (Associate Tools, .in). In 2016, this role will have a total of Tk employees with 4562 being Associates. One of the key objectives of this role will be to build and deploy technology solutions that transform the current people driven solution set towards a highly automated, process driven model resulting in $78.5M in variable cost savings in 2017, and $232M in next 3 years. This leader will report to WW VP of Seller Support and Seller Performance and would be a logical, succession VP candidate for CS, AWS, Kindle, and TRMS Operations.
The team reporting to this role will consist of: 1) Product Managers responsible for delivering tools which automate over 75% of current Associate actions and increase self-service possibilities for Sellers and Vendors to close to 80% of requested actions, 2) Process leaders who lead the process engineering work (ACEs, Kaizen, and standard work models) which defines the rule sets and actions for the tools based on Associate actions today, 3) Operations leaders who will be responsible for implementing and transitioning the current Operations footprint as technology solutions are being deployed, 3) Key leaders responsible for other critical areas of the Operations eco-system including: Workforce Planning and Capacity Management, Global Academy (Associate Training), Company Connections, WW Quality Programs, Executive Seller Relations - ESR, Seller Connections, Leadership Institute and our new Product Development labs in Seattle, Phoenix, and Detroit where Associates work side-by-side with Product / Tech teams to fix existing products and test new features. The technology will be developed through dedicated SDE teams (reporting to the Seller Support Tech Director) supporting Product Managers in building new software utilizing Paragon (our new CRM framework) that automate and render workflows in a self-service format available for Associates, Sellers, and Vendors.
The key incremental impacts the leader is this role will drive for Company are:
Seller / Vendor Experience
• Automate 75% of Associate’s current tasks in 2017
• Expose 50% of Associate’s current workflows
• Drive incremental product improvements upstream into Seller and Brand Central tools
• Improve Vendor PRR by 500 bps
• Improve Seller PRR
• Lead the effort to transition and transform 100% of Vendor contacts into Seller Support using the tools, processes, and people management practices for Sellers and adapting them for Vendors. Drive the support effort relating to “Supplier Singularity”
• Unify self-service and Associate interactions via chatbot technology.
• Develop new and configurable approaches for servicing diverse business clients Develop closed loop mechanisms that harvest and implement Associate ideas / insights into future product and feature designs.
• Launch and manage Associate Connections programs with Product / Tech teams to allow Tech leaders to experience products and deliver improvements.
Cost Savings
• Reduce projected Associate FTE headcount from x to y over next 3 years.
• Deliver a variable cost per contact improvement.
• Associate tools: Elimination of SOPs through embedding of workflows into the CRM application. Automate SOPs and integrate tools into Paragon.
Associate Experience
• Improve Associate engagement
• Launch a new Associate “Kudos” program aimed at allowing Sellers / Vendors to show their appreciation for Associates increasing the “I feel valued” Company Connections.
• Continue pioneering efforts with Company Connections to isolate the linkage between employee trust, engagement, performance, and reduced attrition.
Customer Experience
• Promoting and managing Sellers to reach order parity with Retail by taking advantage of millions of interactions with Seller to influence and guide their behavior toward delivering the perfect ordering experience.
Business Growth and Increased Revenue
• Drive incremental attributable GMS leveraging Paragon and intelligence from nudge program, premium support, and TBAM expansion. Leader will build a WW CRM capability utilizing our current inbound and outbound engagement touches to drive Seller Success. Leader will be required to build out the skills, capabilities, and culture for Associates to support value-added conversations with Sellers.
• Launch a Premium Tier of Support generating incremental operating profit per year. This will require this leader to build out a new design for servicing these contacts including both inbound and outbound, 24:7, 911-like service.
• Continued expansion of onboarding and TBAM activities WW to expand reach of Account Management at a lower cost level.
BASIC QUALIFICATIONS
15+ years of documented success leading change and innovation in a complex business
Ability to lead, empower and develop organizational leaders while creating followership throughout an organization.
Has clear leadership presence that inspires and influences
Strong business acumen that translates to tangible results
PREFERRED QUALIFICATIONS
Director Operations Transformation to lead the transformation of a large, global 24:7, Operations team into a lean, highly scalable network that optimizes technology and automation. The role will transform the current approach of handling contacts via highly trained Associates with 950+ SOPs, 350 tools into a highly automated, workflow driven design that increases self-service for both Sellers and Associates through the development of a set of interoperable tools built on Paragon – a new extensible platform for managing workflows and actions for Associates. These designs will also be extended for Vendor contacts using a platform design that is being consumed by 28+ teams in Company.
Currently, the Operations organization is resourced by Associates in 31 worldwide sites (currently at 4,562 Company employees in 12 Company sites, plus 6 outsourced partners in 17 sites with a workforce of 2,878 Associates), handling 37MM contacts in 2016 growing to over 52.1MM contacts in 2018. The organization will also assume support for all Vendors contacts, forecasted at an additional 2.7MM in 2017 through migrations from RBS, Financial Operations, and Vendor Managers. In order to achieve service and self-service experience parity with Sellers, we are proposing investing in developing new, lean workflows and modifying tools in Paragon, building out new automation leveraging Seller Support’s RacerX platform, leveraging Athena as a self-help platform, and adding chatbots to boost Vendor self-service to 74%+ (in line with current Seller Support).
Reporting to this role will be 7 Directors in 2016 (NA Operations, International Operations China Operations, Associate Experience, JP Operations (Q3), and Quality and Associate Tools (Q3), and Vendor Operations with the expectation of 2 additional Directors in 2017 (Associate Tools, .in). In 2016, this role will have a total of Tk employees with 4562 being Associates. One of the key objectives of this role will be to build and deploy technology solutions that transform the current people driven solution set towards a highly automated, process driven model resulting in $78.5M in variable cost savings in 2017, and $232M in next 3 years. This leader will report to WW VP of Seller Support and Seller Performance and would be a logical, succession VP candidate for CS, AWS, Kindle, and TRMS Operations.
The team reporting to this role will consist of: 1) Product Managers responsible for delivering tools which automate over 75% of current Associate actions and increase self-service possibilities for Sellers and Vendors to close to 80% of requested actions, 2) Process leaders who lead the process engineering work (ACEs, Kaizen, and standard work models) which defines the rule sets and actions for the tools based on Associate actions today, 3) Operations leaders who will be responsible for implementing and transitioning the current Operations footprint as technology solutions are being deployed, 3) Key leaders responsible for other critical areas of the Operations eco-system including: Workforce Planning and Capacity Management, Global Academy (Associate Training), Company Connections, WW Quality Programs, Executive Seller Relations - ESR, Seller Connections, Leadership Institute and our new Product Development labs in Seattle, Phoenix, and Detroit where Associates work side-by-side with Product / Tech teams to fix existing products and test new features. The technology will be developed through dedicated SDE teams (reporting to the Seller Support Tech Director) supporting Product Managers in building new software utilizing Paragon (our new CRM framework) that automate and render workflows in a self-service format available for Associates, Sellers, and Vendors.
The key incremental impacts the leader is this role will drive for Company are:
Seller / Vendor Experience
• Automate 75% of Associate’s current tasks in 2017
• Expose 50% of Associate’s current workflows
• Drive incremental product improvements upstream into Seller and Brand Central tools
• Improve Vendor PRR by 500 bps
• Improve Seller PRR
• Lead the effort to transition and transform 100% of Vendor contacts into Seller Support using the tools, processes, and people management practices for Sellers and adapting them for Vendors. Drive the support effort relating to “Supplier Singularity”
• Unify self-service and Associate interactions via chatbot technology.
• Develop new and configurable approaches for servicing diverse business clients Develop closed loop mechanisms that harvest and implement Associate ideas / insights into future product and feature designs.
• Launch and manage Associate Connections programs with Product / Tech teams to allow Tech leaders to experience products and deliver improvements.
Cost Savings
• Reduce projected Associate FTE headcount from x to y over next 3 years.
• Deliver a variable cost per contact improvement.
• Associate tools: Elimination of SOPs through embedding of workflows into the CRM application. Automate SOPs and integrate tools into Paragon.
Associate Experience
• Improve Associate engagement
• Launch a new Associate “Kudos” program aimed at allowing Sellers / Vendors to show their appreciation for Associates increasing the “I feel valued” Company Connections.
• Continue pioneering efforts with Company Connections to isolate the linkage between employee trust, engagement, performance, and reduced attrition.
Customer Experience
• Promoting and managing Sellers to reach order parity with Retail by taking advantage of millions of interactions with Seller to influence and guide their behavior toward delivering the perfect ordering experience.
Business Growth and Increased Revenue
• Drive incremental attributable GMS leveraging Paragon and intelligence from nudge program, premium support, and TBAM expansion. Leader will build a WW CRM capability utilizing our current inbound and outbound engagement touches to drive Seller Success. Leader will be required to build out the skills, capabilities, and culture for Associates to support value-added conversations with Sellers.
• Launch a Premium Tier of Support generating incremental operating profit per year. This will require this leader to build out a new design for servicing these contacts including both inbound and outbound, 24:7, 911-like service.
• Continued expansion of onboarding and TBAM activities WW to expand reach of Account Management at a lower cost level