Vice President Contact Center Operations
Vice President Contact Center OperationsLocationWest Valley City, UT, United StatesPosted onMay 24, 2022Apply for this jobyour email:
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ProfileSummaryWithin MEMBERS ONLY SIGN UP NOW .Groupu2019s mission to connect customers to their passions, Gearheads are a critical factor in our experience to help customers make that connection with confidenceThis role is one of the most exciting in the company as it is at the forefront of driving our customer value proposition through our passion-oriented product experts, Gearheadsu00A0The Vice President of Contact Center Operations will lead our sales and service organization to inspire and motivate Gearheads to bundle their service expertise as an extension of our product offerings; building relevant, authentic, and personalized relationships with customers that translate to enhanced loyalty and incremental value to the businessYouu2019ll also evolve the integration points of Gearheads through on-site experience by collaboration with Marketing, Merchandising, and Product teams; to bring the Gearhead value proposition to life through all key customer touch points.u00A0This leader will collaborate with business partners to establish best practices across all operational processes related to relationship based selling, customer service and contact center operationsAn understanding of online retail will be required to seek out opportunities to grow revenue and expand the reach of our customer experience through Gearhead services and value.u00A0 This leader will need to be a master of improving process, managing cross functional projects, and workforce operations in the contact center, to constantly improve the experienceThis leader will need to be a master of people leadership, with a proven track record of successfully leading large teams and delivering process improvement in the name of customer advocacy.u00A0u00A0u00A0An abundance of humanity is a must since the Vice President will need to be sensitive to customer needs across disparate industries and demographics and must have the sort of leadership qualities needed to manage a sizeable and diverse workforce of our Gearheadsu00A0Duties and Responsibilities Own a passion for the outdoorsWhether it's as a skier, cyclist, climber, or other activitiesThe foundation for success in managing our Customer Service workforce and in understanding our customer base will come through a shared passion for being active in the outdoors Manage all functional areas across our Contact Center; inbound, outbound, B2B sales, marketplace support, workforce management, business analytics, budgeting and P&L managementEnhance the Gearhead process, creating a plan that delivers strategy and financial goals for customer satisfaction, incremental sales, profitability, and productivity Provide accessible leadership that fosters a sense of ownership and professionalism, encouraging team innovation and accountabilityu00A0u2013 and foster a culture that creates long lasting and highly engaged customer relationships and champion MEMBERS ONLY SIGN UP NOW u2019s core values through your actions & behaviors Continually strive to refine all operating processes, lselling, and service practices; improve labor management and drive efficiencies in the core business Develop and lead initiatives that support the evolution of the Gearhead program across direct Gearhead engagement, on-site shopping, and marketing communications to increase program awareness, customer connections, and ensure the value proposition of the program is ubiquitous with the MEMBERS ONLY SIGN UP NOW .com (and supporting websites)
Experience:
u00A0 Advocate for refinement of incentives and compensation systems to attract and motivate gearheads to deliver the strategy while managing risk and profitability Seek out new opportunities and explore strategic partnerships to grow customer acquisition and revenue and profitably with Gearheads Work closely with recruiting, HR, training, and Contact Center leaders to refine the recruiting, hiring, and training experience (onboarding & continuous education) to improve recruiting and retention of talent Show an unrelenting fanaticism for operational and economic metricsCustomer Service is the one of the largest people organizations within MEMBERS ONLY SIGN UP NOW Because of this, this leader must operate the department to high standards with extraordinary efficiencyThis is measured through an extensive portfolio of operational KPIs, as well as budgetary performance and workforce managementCollaborate with our Engineering department to create and track against a road map of Gearhead technology software product development initiatives and software defect and enhancement prioritization Oversee and improve nearshore/offshore BPO outsource partnersu00A0Educations & Background Qualifications Must be at least 18 years of age with a high school diploma or GEDPreference for 10 years of Contact Centers, Customer Service, and Sales OperationsCollege degree or equivalent experience preferredu00A0u00A0Job Qualifications Proven experience leading and growing a large team Strong leadership and relationship skills Experience in Sales training, incentives, compensation structure, and overall methodology refinement Strong experience in Contact Center workforce management and operations Overall business knowledge and holistic general management approach Superior strategic thinking and planning skills Past oversite of a nearshore/offshore BPO outsource partner Strong verbal and written communicator for a wide breadth of audiences Ability to nurture and contribute to innovation and creative solutions Demonstrated ability to be accountable for resultsu00A0Physical Requirements Ability to sit, stand, and walk for extended periods of timeAbility to work on computers and screens for extended periods of timeAbility to lift/carry 30 lbsu00A0ScopeOrganizational Scope-All US locationsJob Location- GHO Salt Lake City, UtahTravel, up to 25%ABOUT MEMBERS ONLY SIGN UP NOW u00A0Seek itFind itSend itWe help customers seek the perfect gear for their MEMBERS ONLY SIGN UP NOW , find their awe, and send it their wayThrough our five brandsu2014 MEMBERS ONLY SIGN UP NOW , Competitive Cyclist, MotoSport, Bergfreunde, and Steep&Cheapu2014we give our customers the gear, knowledge, and inspiration they need to chase lifeu2019s greatest momentsWe foster local outdoor communities around the locations of our expanding number of retail stores, and weu2019re actively creating a more inclusive and equitable outdoors for all through our Diversity, Equity & Inclusion initiatives.Weu2019re a company of Gearheads and we offer personalized expertise at every level of the organizationThis means we curate the best assortment of premium gear and apparel, a premium shopping experience, personalized Gearhead advice, super-fast and accurate fulfillment, and aspirational and informative content.We take growth and personal fulfillment seriouslyFor our employeesu2014aka, our Herdu2014this means career growth potential and the ability to take ownership and make an impact dailyWe offer perks like an exceptional gear discount, an annual summer Adventure Contest, summer barbecues, and a pet-friendly office.u00A0When you join the MEMBERS ONLY SIGN UP NOW .Herd, you join a crew that is passionate about their jobs and equally stoked on the outdoorsPre-dawn skintrack laps are the norm, MTB rides are our lunch break, and youu2019ll regularly find coworkers hitting the trail together post-workBenefits are competitive and include medical, dental, vision, and disability & life insurance, paid maternity and paternity leave, 401(k) matching, Flexible Spending or Health Savings Account.Thanks for exploring our careers! For your time and effort, use promo code CAREERS22 for 15% off full-price items in your cartSome exclusions apply.u00A0u00A0#LI-Onsite#LI-JH1u00A059,646Job InformationDeloitteVP Data ScienceinSalt Lake CityUtahDeloitte is growing its AI footprint and seeking to disrupt the customer service space by creating a solution that anticipates delivery of uniform, compelling,Job InformationHumanaAssociate VP, Technology Solutions, PharmacyinSandyUtahDescriptionThe Associate Vice President of Technology Solutions acts as a liaison and collaborates with the business and functional stakeholders to93,413Job InformationDeloitteVP of Engineering - ML/AI & Analytic AutomationinSalt Lake CityUtahVP of Engineering - ML/AI & Analytic AutomationDeloitte Digital's Experience Management team combines software and services to#J-18808-Ljbffr Recommended Skills Analytical Apparel Artificial Intelligence Business Process Improvement Business To Business Communication Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
upload resume:
ProfileSummaryWithin MEMBERS ONLY SIGN UP NOW .Groupu2019s mission to connect customers to their passions, Gearheads are a critical factor in our experience to help customers make that connection with confidenceThis role is one of the most exciting in the company as it is at the forefront of driving our customer value proposition through our passion-oriented product experts, Gearheadsu00A0The Vice President of Contact Center Operations will lead our sales and service organization to inspire and motivate Gearheads to bundle their service expertise as an extension of our product offerings; building relevant, authentic, and personalized relationships with customers that translate to enhanced loyalty and incremental value to the businessYouu2019ll also evolve the integration points of Gearheads through on-site experience by collaboration with Marketing, Merchandising, and Product teams; to bring the Gearhead value proposition to life through all key customer touch points.u00A0This leader will collaborate with business partners to establish best practices across all operational processes related to relationship based selling, customer service and contact center operationsAn understanding of online retail will be required to seek out opportunities to grow revenue and expand the reach of our customer experience through Gearhead services and value.u00A0 This leader will need to be a master of improving process, managing cross functional projects, and workforce operations in the contact center, to constantly improve the experienceThis leader will need to be a master of people leadership, with a proven track record of successfully leading large teams and delivering process improvement in the name of customer advocacy.u00A0u00A0u00A0An abundance of humanity is a must since the Vice President will need to be sensitive to customer needs across disparate industries and demographics and must have the sort of leadership qualities needed to manage a sizeable and diverse workforce of our Gearheadsu00A0Duties and Responsibilities Own a passion for the outdoorsWhether it's as a skier, cyclist, climber, or other activitiesThe foundation for success in managing our Customer Service workforce and in understanding our customer base will come through a shared passion for being active in the outdoors Manage all functional areas across our Contact Center; inbound, outbound, B2B sales, marketplace support, workforce management, business analytics, budgeting and P&L managementEnhance the Gearhead process, creating a plan that delivers strategy and financial goals for customer satisfaction, incremental sales, profitability, and productivity Provide accessible leadership that fosters a sense of ownership and professionalism, encouraging team innovation and accountabilityu00A0u2013 and foster a culture that creates long lasting and highly engaged customer relationships and champion MEMBERS ONLY SIGN UP NOW u2019s core values through your actions & behaviors Continually strive to refine all operating processes, lselling, and service practices; improve labor management and drive efficiencies in the core business Develop and lead initiatives that support the evolution of the Gearhead program across direct Gearhead engagement, on-site shopping, and marketing communications to increase program awareness, customer connections, and ensure the value proposition of the program is ubiquitous with the MEMBERS ONLY SIGN UP NOW .com (and supporting websites)
Experience:
u00A0 Advocate for refinement of incentives and compensation systems to attract and motivate gearheads to deliver the strategy while managing risk and profitability Seek out new opportunities and explore strategic partnerships to grow customer acquisition and revenue and profitably with Gearheads Work closely with recruiting, HR, training, and Contact Center leaders to refine the recruiting, hiring, and training experience (onboarding & continuous education) to improve recruiting and retention of talent Show an unrelenting fanaticism for operational and economic metricsCustomer Service is the one of the largest people organizations within MEMBERS ONLY SIGN UP NOW Because of this, this leader must operate the department to high standards with extraordinary efficiencyThis is measured through an extensive portfolio of operational KPIs, as well as budgetary performance and workforce managementCollaborate with our Engineering department to create and track against a road map of Gearhead technology software product development initiatives and software defect and enhancement prioritization Oversee and improve nearshore/offshore BPO outsource partnersu00A0Educations & Background Qualifications Must be at least 18 years of age with a high school diploma or GEDPreference for 10 years of Contact Centers, Customer Service, and Sales OperationsCollege degree or equivalent experience preferredu00A0u00A0Job Qualifications Proven experience leading and growing a large team Strong leadership and relationship skills Experience in Sales training, incentives, compensation structure, and overall methodology refinement Strong experience in Contact Center workforce management and operations Overall business knowledge and holistic general management approach Superior strategic thinking and planning skills Past oversite of a nearshore/offshore BPO outsource partner Strong verbal and written communicator for a wide breadth of audiences Ability to nurture and contribute to innovation and creative solutions Demonstrated ability to be accountable for resultsu00A0Physical Requirements Ability to sit, stand, and walk for extended periods of timeAbility to work on computers and screens for extended periods of timeAbility to lift/carry 30 lbsu00A0ScopeOrganizational Scope-All US locationsJob Location- GHO Salt Lake City, UtahTravel, up to 25%ABOUT MEMBERS ONLY SIGN UP NOW u00A0Seek itFind itSend itWe help customers seek the perfect gear for their MEMBERS ONLY SIGN UP NOW , find their awe, and send it their wayThrough our five brandsu2014 MEMBERS ONLY SIGN UP NOW , Competitive Cyclist, MotoSport, Bergfreunde, and Steep&Cheapu2014we give our customers the gear, knowledge, and inspiration they need to chase lifeu2019s greatest momentsWe foster local outdoor communities around the locations of our expanding number of retail stores, and weu2019re actively creating a more inclusive and equitable outdoors for all through our Diversity, Equity & Inclusion initiatives.Weu2019re a company of Gearheads and we offer personalized expertise at every level of the organizationThis means we curate the best assortment of premium gear and apparel, a premium shopping experience, personalized Gearhead advice, super-fast and accurate fulfillment, and aspirational and informative content.We take growth and personal fulfillment seriouslyFor our employeesu2014aka, our Herdu2014this means career growth potential and the ability to take ownership and make an impact dailyWe offer perks like an exceptional gear discount, an annual summer Adventure Contest, summer barbecues, and a pet-friendly office.u00A0When you join the MEMBERS ONLY SIGN UP NOW .Herd, you join a crew that is passionate about their jobs and equally stoked on the outdoorsPre-dawn skintrack laps are the norm, MTB rides are our lunch break, and youu2019ll regularly find coworkers hitting the trail together post-workBenefits are competitive and include medical, dental, vision, and disability & life insurance, paid maternity and paternity leave, 401(k) matching, Flexible Spending or Health Savings Account.Thanks for exploring our careers! For your time and effort, use promo code CAREERS22 for 15% off full-price items in your cartSome exclusions apply.u00A0u00A0#LI-Onsite#LI-JH1u00A059,646Job InformationDeloitteVP Data ScienceinSalt Lake CityUtahDeloitte is growing its AI footprint and seeking to disrupt the customer service space by creating a solution that anticipates delivery of uniform, compelling,Job InformationHumanaAssociate VP, Technology Solutions, PharmacyinSandyUtahDescriptionThe Associate Vice President of Technology Solutions acts as a liaison and collaborates with the business and functional stakeholders to93,413Job InformationDeloitteVP of Engineering - ML/AI & Analytic AutomationinSalt Lake CityUtahVP of Engineering - ML/AI & Analytic AutomationDeloitte Digital's Experience Management team combines software and services to#J-18808-Ljbffr Recommended Skills Analytical Apparel Artificial Intelligence Business Process Improvement Business To Business Communication Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
n
n
n Estimated Salary: $20 to $28 per hour based on qualifications.
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