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Senior Manager, eCommerce Customer Service
Levi's
San Francisco, CA, United States
Job Details - this job has expired, please see similar jobs below
JOB DESCRIPTION
We believe that clothes — and how you make them — can make a difference.
Since 1853, we’ve been obsessed with innovation to meet people’s needs. We invented the first blue jean. And we reinvented khaki pants. We pioneered labor and environmental guidelines for our manufacturing partners. And we work to build sustainability into everything we do.
A company doesn’t last more than 160 years by standing still. It endures by reinventing itself, striving to delight its consumers, winning in the marketplace and by remaining true to its values.
We employ thousands of people around the world to support our great brands: Levi’s®, Dockers®, Signature by Levi Strauss & Co.™ and Denizen®. Our employees are committed to innovation, creativity and collaboration. Put simply, if you’re looking for a new opportunity, this is a great place to grow your career.
We are looking for a Strategic and Operational individual who is experienced with eCommerce and Consumer Success to join the Global eCommerce Operations team. Reporting to the Director, Global eCommerce Operations, the Senior Manager, eCommerce Customer Service will be a central part of the eCommerce team, ensuring our customers have a frictionless experience shopping on our site as well as excellent customer service when they contact us. This position will own the business perspective for site Cart & Check Out, Salesforce, Call Center Cockpit, Social and Feedback Management and work closely with multiple teams including Customer Relations, Product Management, IT, External Vendors and Site Merchants.
Responsibilities:
• Own North America P&L for customer service operations, including call center volume forecast and cost management.
• Manage customer service vendor relationship.
• Own FAQs and other static site content.
• Own customer service peak readiness through working with Operations, IT, and Marketing teams to ensure successful implementation of promotional campaigns and call center staffing.
• Interested in and constantly thinking about customer service models.
• Research and learn new cutting edge technologies by speaking to industry experts and benchmarking with competitors.
• Conceptualize new initiatives and build business cases for senior management and stakeholders such as agent sales incentive programs, chat service enhancements etc.
• Work closely with cross functional teams to understand technical execution of back end and front end.
• Create roll out strategy, timeline and work streams.
• Leverage consumer insights gleaned from analyzing KPIs improving the effectiveness of our Customer Service organization in turn driving consumer advocacy, loyalty and satisfaction.
• Work with Product Managers to develop call center agent templates and SOPs for new initiatives and platforms.
• Manage issue resolution process for call centers and customer experience, driving resolutions and managing escalations.
Skills and Qualifications:
• Bachelor's Degree required
• MBA preferred
• 4+ years experience in Customer Service Operations, eCommerce Operations, Product Management or Finance
• Consumer SaaS/Technology experience
• Strong passion for customer experience
• Excellent Excel and PowerPoint skills
• Self-motivated, highly organized, detail-oriented, roll-up-sleeves mentality
The Company's policy is to provide equal opportunity to all persons without regard to race, color, creed, religion, national origin, citizenship, sex, age, sexual orientation, gender identity or gender expression, marital status, Vietnam era/disabled veteran status, physical or mental disability, or other protected classes prohibited by applicable law. Company policy prohibits harassment of applicants or employees on the basis of any protected classes. The Company has established a continuing Affirmative Action Program to assure equal employment opportunity in all its policy decisions affecting recruitment, selection, assignment, promotion, training, and all other terms and conditions of employment.
LOCATION
1155 Battery St. San Francisco, CA, 94111
FULL TIME/PART TIME
Full time