The Role:

Senior Manager, Customer Service Operational Excellence

This role will lead a team comprised of Program Management, Data Analytics and Change Management to drive operational excellence in the Customer Service organization. They will be responsible for preparing and analyzing internal and external reports and providing feedback and insights to team leaders and managers to identify areas of opportunity.  They will interface regularly with CS leaders to keep the efforts relevant and in line with the needs of our Members.  They will develop and implement processes and procedures for implementing change and for measuring progress to goal. Ideal candidate will possess a balanced mix of quantitative, consultative, and facilitative/leadership skills.  They will have a documented track record of using date to drive change; leading and facilitating teams that have significantly improved processes, training, and leading in fast-paced, ambiguous environments. This role will lead and deliver complex, medium to large, cross-functional projects that serve major parts of the business and are business critical, from initiation through delivery. · Make optimal tradeoffs between schedule, resources, and scope, and applies advanced technical and business knowledge to address major risks, challenges, and obstacles. Credibly lead large cross-functional teams to complete projects. Can skillfully recruit, motivate and focus people of all levels to deliver complex projects.

What you'll accomplish:

• Create a compelling and influential long-term data strategy and roadmap for how Customer Service can continue to drive improvements in our processes
• Design analytics solutions to measure program impact, identify trends, hot spots, and influence system/program roadmaps
• Create and deliver metrics, reporting and analytical models critical for tracking and managing CS metrics. This will include daily, weekly, monthly, and quarterly reporting and actions
• Interface with other business data teams across RGG to surface customer insights and understand support needs for program launches
• Understand how to extract, transform, and load data from a wide variety of data sources to process data for modeling and reporting
• Hire, develop and mentor a team of high-performing analysts and program managers
• Manage change integration in Customer Service, ensuring a closed loop for change
• Understand options/features of key systems (Zen, Agyle, etc) and propose upgrades/additional features
• Manage relationship with key vendors

Qualifications

• Bachelor’s degree or higher in an analytical area such as Computer Science, Management information Systems, Mathematics, Statistics, Engineering or similar field
• 8-10 years’ experience working with large scale complicated datasets; experience with relevant technologies and of enterprise-level system implementations
• Contact Center Experienc
• Demonstrated ability to manage large scale projects or programs including work prioritization, planning, and coordination
• Strong verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical teams
• Ability to work cross-functionally, building and maintaining trust with internal stakeholders
• Experience using problem solving and analytical skills to solve business problems and drive process improvements
• Ability to work effectively with tight deadlines in a fast-paced environment
• Attention to detail and proven ability to manage multiple, competing priorities simultaneously

Preferred Qualifications

• MBA, or Master’s degree in math, computer science, engineering, finance, statistics, or a related technical field
• Advanced proficiency in SQL, ETL, data modeling, and working with “Big Data”
• Experience Agile/Scrum methods
• Experience designing and building self-service analytics, or big data solutions
• Six Sigma, Kaizen, Agile, or other Process Improvement methodologies
• PMP or similar certification
• Working knowledge of Zen Desk
• Certification in Change Management (Prosci or other methodology)

ABOUT US:

Rue Gilt Groupe is a leading off-price e-commerce portfolio company, connecting the next-generation shopper to world-class brands. We’ve defined the online treasure hunt through our daily sale events allowing a large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail.

Rue Gilt Groupe operates three complementary sites – Rue La La, Gilt, and Shop Premium Outlets.

Our vision at RGG is to spark delight through daily discovery – we make shopping an occasion to celebrate. At the forefront of fashion and technology, we’re also in the business of sparking delight for our Associates. We inspire each other, our Members, and ourselves to push past the expected – every day. Our culture is rooted in our values and together we work to demonstrate being Kind, Passionate, Collaborative, Innovative, Tenacious and Empowered

This Company is an equal opportunity employer, and selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other