Support Site Manager

Enjoy Austin , TX 78719

Posted 4 months ago

About Enjoy.

Enjoy is the next generation of the retail store. We pride ourselves on delivering a new kind of buying experience by bringing the best of the store directly to you. We offer on-demand delivery for today's premiere products with additional help and setup. Best of all... it's free!

Each year we grow, reaching 51 locations in 2018 across US & UK, with more expansion on the horizon. Needless to say, it's an ambitious undertaking which requires a spirit of winning together and a strong growth mindset. We value people who are obsessed with delivering amazing experiences, kindness and outstanding value.

Enjoy is founded and led by Ron Johnson, former head of Apple Retail. Alongside is an executive team from leading retail, technology, and design organizations such as Apple, Facebook and Amazon.

About the Role.

The Customer Support Site Director will lead an on-site team at our Austin, TX Customer Support center and ensure their daily quality and success. If our internal customers or external customers need assistance the Customer Support team is there to help and you will manage the process to ensure this happens efficiently! This position reports into the Head of Customer Support.

Duties & Responsibilities.

  • Act as liaison between the Field Experts, Customers and key stakeholders to escalate feedback and find solutions to issues

  • Partner with our Learning and Development team to create training material for new hires

  • Aggregate issues from the team and partners with Head of Customer Support to identify solutions

  • Mentor Support Leadership to success, including identifying and holding individuals accountable to their KPIs

  • Monitor, evaluate, and communicate performance with Support Experts

  • Handle high level escalations and ensure resolution

  • Monitor day to day KPI levels to adjust quickly if need be

  • Monitor callouts and time off requests to ensure we have proper coverage in conjunction with the Supervisor

  • Ensure team members are maximizing productivity while managing morale

  • Fill in scheduling gaps, and be able to perform as a senior individual contributor when needed

  • Recommend process improvements backed by data and help implement and monitor those changes

  • Reporting and analysis to determine top contact drivers and work towards lowering volumes

  • Maintains constant communication of floor needs, wants, concerns and plans to all stakeholders

  • Attends weekly meetings to discuss current trends, quality, upcoming events, project planning, and current project status

About You.

  • You influence through collaboration, kindness, compelling storytelling, and data

  • You can work cross-functionally with stakeholders at all levels

  • You are self-motivated, resourceful, and able to manage your time effectively

  • Ability to work with short deadlines and maintain a professional composure

  • You are comfortable leading various sized teams and look for opportunities to develop and mentor others

  • You can carry a professional poise when presenting ideas to senior-level stakeholders, receptive of feedback and quick to adapt

  • Maintain composure even in the face of challenging situations. You can reassess and adjust approach when needed, and you persevere until the goal is achieved

  • Deep desire and proven history of building a strong support center culture

  • You can amass a wide knowledge base about a variety of products, processes & policies quickly

Qualifications.

  • 6-8 years customer service management or director level experience in a fast paced customer focused environment

  • Experience with CRM systems such as Salesforce, Zendesk and/or Talkdesk

  • Strong verbal and written communication skills

  • Have a flexible schedule that allows you to be available to your team that works from 8:00 am CST to 10:00 pm CST most days

  • Aptitude to train and mentor individuals and/or a group

  • Faculty to manage and provide feedback to all types of individuals

  • Ability to adapt to an ever-changing environment

  • Adeptness to create training documents

  • Proficiency to follow direction without close supervision

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Sr Product Manager Online Ticketing Web Site & Mobile Apps

Alamo Drafthouse Cinemas

Posted 1 week ago

VIEW JOBS 8/12/2019 12:00:00 AM 2019-11-10T00:00 <p>Alamo Drafthouse Cinema is looking for an analytical and creative product manager to own our online ticketing properties, including our web site and mobile apps.</p><p>In this role, you’ll be charged with building products and features that help us raise the bar for the Alamo Drafthouse experience. As an expert in web site and mobile analytics, you’ll become immersed in our data, understanding our customers’ needs and translating those needs into new feature ideas. As an expert in feature design, you’ll lead the design process to ensure each feature is elegantly realized and creates a delightful experience for our users.</p><p>You will be the business owner of your products, defining goals and metrics, identifying and prioritizing opportunities, and validating ideas by performing experiments. You will create and maintain project plans work closely with the software development team to see your ideas brought to life.</p><p><strong>Why does Alamo Drafthouse need a Product Manager?</strong></p><p>Called the “coolest movie theater in the world” by Wired Magazine, Alamo Drafthouse is widely recognized as the most innovative cinema company in the country. Our entire company is dedicated to creating an awesome experience for our guests, and a growing part of that experience is powered by technology. </p><p>We take pride in delivering a world-class digital experience through our web site and mobile apps. A great product manager will help us define, design, and prioritize new features that can give our guests an even better experience.</p><p><strong>Requirements</strong></p><p>The ideal candidate is analytical, creative, and collaborative. You should possess a strong mix of business acumen and good product ideas. </p><p>You must have outstanding data analysis skills and be an expert with Google Analytics. We are a company that makes decisions using evidence and data, so you will spend a lot of time running experiments, analyzing on-site behaviors, developing ROI analyses, and playing with spreadsheets.</p><p>You have a strong knowledge of current trends in web and mobile app user experience and a passion (bordering on obsession) for user-centric design. You are able to flesh out ideas with wireframes and mockups (in conjunction with designers), and you are able to create simple tests to iterate and validate ideas. </p><p>You are highly analytical. You are able to think through all the edge cases, error conditions, and odd scenarios that can occur as a user navigates a software product. </p><p>You possess outstanding verbal and written communication skills and are able to write specifications and product requirements documents that are detailed and useful.</p><p>You’re organized, detail oriented, and possess strong follow-through. Nothing slips through the cracks on your watch.</p><p>You have over 5 years of consumer mobile or internet software product management experience. Experience as the product manager for an eCommerce web site is a major plus.</p><p><strong>Benefits</strong></p><p>Our benefits program includes Medical, Dental, and Vision, along with company paid leave policies, disability and life policies . Alamo has a generous PTO leave and a flexible work environment. If you enjoy movies, food and beer this is the place for you.</p> <p>Plus, did we mention FREE MOVIES?</p> Alamo Drafthouse Cinemas Austin TX

Support Site Manager

Enjoy