Director of Support Operations

11 - 15 years experience  •  Technology

Salary depends on experience
Posted on 04/19/18
Atlanta, GA
11 - 15 years experience
Technology
Salary depends on experience
Posted on 04/19/18

The Community Operations team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.

 

What you’ll be doing...

We're looking for a strong leader to develop and lead a variety of critical support functions, including Training, QA, Content, Workforce Management, Reporting, and Project Management. This is a senior role with a focus on people management and coordination across many teams and functions. The applicant should have extremely strong multi-tasking abilities while being able to understand the long-term vision and goals of the business. Those interested should be excited to lead, and able to coordinate the execution of a broad range of initiatives.

 

Core Responsibilities

  • Responsible for leading the strategy and execution of several critical support operations functions, including: Training, QA, Content, Workforce Management, Reporting, and Project Management

  • Lead, motivate, and develop a team of experts (team managers) across these functions to meet time-sensitive deadlines and deliver on operational KPIs

  • Set up career development plans, coach managers, and develop them into outstanding people managers with strategic vision

  • Create long-term strategy for achieving production KPIs (SLAs, etc.) across the support site and delivering exceptional customer support by leveraging the work of your direct reports

  • Coordinate the various teams and their functions across the support site to maximize productivity and outcomes

  • Identify operational risks and help improve or innovate new processes to keep teams as efficient as possible

  • You'll be supporting many teams across the support site, and serving as the go to person for many key initiatives and updates

 

Experience and Qualifications

  • Bachelor's degree

  • 10+ years of professional experience in a high-volume and fast-paced service-industry or customer support environment

  • Experience managing large teams and leading managers

  • Proven ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations

  • Prior professional experience with optimization, processes, systematic organization, program/project management

  • Demonstrated data/analytics experience; excel proficiency is preferred

  • Strong attention to detail & project management skills

  • Outstanding communication skills. Including public speaking and ability to present effectively in front of peers and senior leadership

  • Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength

  • Thrive on change and operate flexibly. Willingness to work some weekends and occasional holidays to support a 24/7 operations environment

  • Experience in service-industry, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment

  • Knowledge of Lean, Six Sigma and Kaizen methodologies is highly advantageous.

  • SQL proficiency (or desire to learn)

 

What We'll Set You Up With

  • Talented and collaborative coworkers who will both push and support you
  • Market competitive salary and equity
  • Medical, dental, vision benefits and 401(k) retirement plan
  • Take what you need vacation (and we really mean it)
  • 16 weeks maternity leave / 8 weeks paternity leave so you can truly bond with your child
  • Complimentary Instacart Express membership — so you can use our product without paying a delivery fee
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