Customer Experience Operations Lead

Customer Experience Operations Lead

San Francisco, CA| |

At Rothy's, we know there's a better way to do business, and it starts by putting the planet and its people first. More than 179 million single-use plastic bottles and 629,000 pounds of ocean-bound marine plastic have been transformed into our signature thread, creating wardrobe staples that look just as good as they feel.

Striving for zero waste, we combine 3D knitting technology and handcrafted assembly to create machine washable styles that don't compromise on comfort. From classic shoes to carry-everywhere bags, we create essentials for wherever you go.

At Rothy's, building a sustainable future is at the heart of everything we do. We pride ourselves on fostering an inclusive environment at our HQ, retail stores and wholly-owned factory, and are growing our community every day.

About the Team:

Our Customer Experience team, also known as CX, are often the first people to engage with our customers. They're dedicated troubleshooters and passionate brand experts who understand our customers in an important and special way. Plus, they know how to stay as cool as cucumbers when the going gets tough. CX forms meaningful connections with Rothy's fans, and they provide valuable insight to the rest of the organization.

About the Role:

As Operations Lead, you will project manage initiatives around fraud prevention, privacy, self-serve enhancements, and growth. You will leverage your data skills to develop KPI dashboards and track progress to goals. This role reports to our CX Manager.

What you'll do:

• Build, maintain, and analyze KPI dashboards and reporting for CX team and cross functional partners

• Own maintenance and updates of support CRM

• Own building and monitoring all reporting and analysis

• Use data to root out inefficiencies, suggest workflow and process improvements

• Assist in cross-functional data projects to drive CSAT, shipping + fulfillment adjustments, return behaviors and policy initiatives

• Communicate investigative findings and reports to management that identify trends and exposure areas

• Represent Rothy's brand in tone, voice and affinity

You are:

• Curious and forward-thinking

• An analytical Problem Solver

• A data expert who loves conducting analysis

• Well-rounded in utilizing complex technologies and tools to monitor activity, conduct research, analyze data, and correspond with colleagues and customers

You have:

• You must have at least 2+ years of experience in an analytically focused role or direct fraud management experience

• SQL and Google Suite experience required

• Lookr/Gladly/Shopify experience preferred

• Ability to work autonomously and take initiative

• Strong critical-thinking capabilities to identify patterns from complex large data sets

• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with all levels of the organization

• Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly

Our benefits:

• Generous paid time off

• 401k matching

• Comprehensive health plans for you and your family

• Supplemental mental health benefits

• Monthly wellness reimbursement

• Employee Discount Program!

Pay range:

$98,000 - $115,000 annually

Base pay is one part of the total rewards package that is provided to compensate and recognize employees for their work. This role may be eligible for additional discretionary bonuses/incentives, as well as a comprehensive benefits package.

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