Operations Manager

In this Operations Manager role, you’ll be responsible for ensuring that service levels and quality/productivity goals are achieved. This role is also responsible for proactively looking for ways to improve the technical support call center through researching and recommending solutions to problems, enhancing policies and procedures, providing career development for the staff and focusing on customer-oriented practices.

What’s great about this role?

• You will drive the strategic direction for Customer Experience for all SquareTrade contact centers worldwide
• You’ll get direct exposure to executive management and have a lot of opportunities to shine
• It’s a very fast paced environment with a lot of variety…you will never have a dull day!

Primary Responsibilities include…

• Direct 30+ people including Customer Experience Managers
• Analyze reports and other documentation and listen to calls to identify trends and implement enhancements to overall performance, reduce escalations, and increase efficiency
• Identify needs of representatives, floor supervisors, and managers to ensure they have the necessary tools to provide quality service and achieve goals; make recommendations and implement new processes or procedures based on these findings
• Develop and implement programs that enhance employee motivation and maintain a positive work environment
• Implement developmental plans for frontline managers and actively invest in their success
• Work closely with the supply chain organization to gather feedback and ensure the highest level of service is maintained across categories
• Communicate, implement and interpret technical support policies with other departments

You’re our ideal candidate if you…

• Can digest complex issues and explain them to non-technical employees in a way that they can grasp
• Have a proven ability to tell a story through data to influence and manage up
• Are willing to roll up your sleeves and listen to calls to understand how to make our customer experience a great one

Minimum Qualifications

• 5+ years of management experience
• Analytical mindset with Excel skills is required
• Must possess superior organizational + analytics, communication, customer service, and management skills…you can break down a problem into pieces, quantify it, and communicate it to a wide variety of audiences
• Superior written and verbal communication skills
• Technology, retail and e-commerce enthusiast
• Big picture thinking
• Demonstrated ability to improve culture
• Strong emotional intelligence

SOME OF THE BENEFITS OF WORKING @ SQUARETRADE INCLUDE:

• Not feeling stuck! This team has exposure to many different parts of the business, making transitioning easy…we work on developing careers based on what people enjoy!
• Flexible Paid Time Off Policy
• Competitive salaries, benefits (medical, dental, vision), 401k matching
• Respect for your work-life balance
• A paid volunteer day to give back to the community
• Team outings on a Quarterly-basis to celebrate each other and the work we have accomplished together

WHO WE ARE:
SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Walmart, Target, Amazon, and Costco, to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews… and we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London.

The Team: http://www.squaretrade.com/leadership

[http://www.squaretrade.com/leadership]

SquareTrade is an Equal Opportunity Employer and complies with the San Francisco FCO