Operations Manager, Customer Solutions Center

Overall Job Summary This position is responsible for leading the department's administrative and shared support responsibilities for the Help Desk and Customer Solutions Center. The Manager leads the programs responsible for training, development, performance measurement, knowledge acquisition & communication, and recruiting/talent relationship development. These responsibilities ensure that all Help Desk and Customer Solutions Center team members are prepared and effective in delivering their growing job responsibilities.

Essential Duties and Responsibilities (Min 5%) Develop training and performance measurement programs to enable the Help Desk and Customer Solutions teams' performance, development and customer service skills. Identify opportunities to help drive the Brand by providing training programs, reports/dashboards and written summaries. Direct and maintain an enhanced recruiting program, and partner with H.R. Recruiting to ensure talent is suitable for the department's unique needs. Monitor the department's knowledge management program for accuracy and content, to ensure the department is delivering consistent, effective, and current information to stores and customers. Mentor the department's team members to allow successful career planning and company growth. Develop the administrative team for consistent team coverage; cross-train team members throughout the department to avoid lack of service or single points of failure. Identify process improvement opportunities to increase the Help Desk and Customer Solutions Center team members' exceptional service and assistance to customers and store team members. Partner with the Help Desk Manager and Customer Solutions Center Manager to resolve all issues that require intervention beyond the administrative team

Required Qualifications Experience: 4-6 years of previous management and retail experience preferred. Store operations and customer service experience required. Education: Bachelor's Degree. Any suitable combination of education and experience will be considered. Preferred knowledge, skills or abilities Ability to lead and effectively communicate with a team comprised of varying levels of responsibility. Demonstrate strong communication, leadership, analytical, interpersonal, and team building skills. Ability and proficiency in Microsoft Office products. Ability to self-motivate, work with a sense of urgency, and to prioritize tasks in a high energy environment. Display a detail-oriented approach to work. Ability to positively handle conflict with both internal and external customers as well as team members of varying levels of responsibility. Possess a leadership philosophy that supports the team who in turn serves the internal and external customer. Possess a thorough working knowledge of company and store policies and procedures, processes, operations, product, and communication protocols. Working Conditions Normal office working conditions Physical Requirements Sitting Standing (not walking) Walking Lifting up to 10 pounds Disclaimer This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.