Program Manager - Service Excellence - eCommerce

Program Manager - Service Excellence

Passionate about growing the service culture within the retail community.

- You will be revolutionizing the concept of support at Just Buy Live. You are excited about the opportunity to create and optimize support processes, and you are comfortable collaborating with multiple stakeholders in executing the best support strategies within our operation.

- Design, Develop, Implement & Evaluate Training initiatives in order to maintain a consistent level of knowledge and skills in a fast-paced support environment. You must have strong grasp of Adult Learning Theory and feel comfortable designing, developing & delivering learning experiences.

- Employ Analytical reasoning to recognize, that out of all the interactions we have within our system and outside of it, you can identify the trends and themes such that we can change the way we do business for the better.

- You will take all the data and use this to drive strategy that will give the highest standard of support for the market. Metrics will be your obsession, and finding ways to improve these will be your constant motivator.

- A utility player, cool and calm under pressure. Dealing with new and different challenges excites you, and you have a way to anticipate challenges to come. You like finding resolutions early, using all resources available, and you like to be ahead of everyone else when it comes to having the best product and best service in the market. Because you have great organizational skills, you- re able to tackle all these at once, with follow-through on each task.

- Naturally curious and strategic, with an eye for improving processes and proactively suggesting solutions. You love learning how things work and you- re always looking for ways to innovate.

- You enjoy testing different support strategies and tracking the results. You constantly look for opportunities and act on these, leveraging strong presentation and communication skills in sharing learnings with the broader team. You always consider the larger picture, while never losing sight of the details.

What You Will Do :

- Work directly to develop processes & strategies targeted towards improving all major support metrics for various support systems.

- Design creative and engaging learning materials that are targeted, purposeful, and increase knowledge and skills.

- Manage & utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality & Contact Rate.

- Work with multiple stakeholders to find learnings from real life situations to set and improve metric-based goals, consistently drive teams towards higher performance and quality expectations.

- Keep a regular and open line of communication with Leads to support and influence as needed.

- Maintain ultimate responsibility for training & on-boarding by working with Customer

- Experience Leadership & other Stakeholders.

- Design pre and post assessments to measure learning.

- Use learnings from team members to identify opportunities and advocate for product improvements that support the needs of the customer.

- Improve internal tools and resources in close conjunction with our engineering team, providing your insight on how to best empower our support agents for success.

- Keep an active look out for risks, potential gains and issues to anticipate advancements and opportunities.

- Develop Leaders, by enabling teams to understand how their work contributes and impacts the Company's end goals. Promote team cohesion and fulfillment.

- Simplify, Able to see through complexity to find best path forward.