Ops Manager
Jawbone - San Francisco, CA

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Company Overview –
For more than a decade, Jawbone® has created products and services for the mobile lifestyle unparalleled in their innovation, ease-of-use and sophistication of design. The Company is the creator of an award-winning, best-selling line of intelligent Bluetooth headsets (Jawbone ERA & ICON), the inventor of NoiseAssassin® technology, the world's first and only military-grade noise-eliminating technology, of JAMBOX, the first intelligent wireless speaker and speakerphone, as well as THOUGHTS, a free mobile service that allows users to utilize their voice in a new way. A 2010 IDSA Design of the Decade winner, Jawbone is committed to delivering innovative products that improve the mobile lifestyle through ever-changing software and wearability. Jawbone is privately-held and headquartered in San Francisco.

At Jawbone, we believe Customer Service is an extension of the product, and should be as exquisitely designed as our award-winning products. Customer Service is our most important direct dialogue with users – it’s a touchpoint that follows the customer from product awareness through use and re-purchase. Since this interaction may stem from a perceived failure, each customer contact is an opportunity to make things right and win a loyal brand advocate. The Customer Service team is charged with setting the tone of the brand in human terms that relate to each customers’ particular situation, not over-arching business policy or marketing language.

Job Description:
The Customer Service team is looking for an experienced Operations Manager to manage all aspects of Call Center partner operations, including monitoring and improving key performance indicators, overseeing call center management, coaching supervisors to drive agent performance and customer satisfaction. The Operations Manager will be responsible for managing costs, ensuring quality customer interactions, and customer satisfaction.

Core Responsibilities:
Responsible for overall operations of multiple global call centers
Requires travel of up to 50% (both domestic and international)
Maintain regular and structured communications with Call Center Management
Monitor Key Performance Metrics, investigate trends and exceptions, develop action plans as necessary
Workload planning based on sell through and forecasted contact rates
Agent recruiting standards, utilization, performance evaluation, and coaching
Contact Channel (email, phone, chat) Monitoring and Workload/ Engagement Strategies
Customer Satisfaction and Quality Assurance results monitoring
Work closely with Supervisors to identify opportunities for coaching
Overall cost management/forecasting across several call centers and vendors
Warrantee Replacement Inventory Management and Returns Processing Management
Maintain detailed understanding of CRM tools, workflow, and reporting to identify ways to improve efficiency, data standardization, and insights reporting.

Skills/​Qualifications:
10+ years of Operations or Customer Service experience, at least 5 years in management
BA in Business, Communication, or related field
Excellent written and verbal communication skills
Ability to perform in a fast-paced and demanding work environment
Prior people management experience

Requirements:
Experience in technology or consumer electronics
Experience with customer service/CRM technologies
Experience managing multiple call center sites, including domestic and international

AliphCom is an equal opportunity employer, offers an exciting opportunity for qualified career-motivated professionals. We provide competitive compensation, performance bonus and the chance to work with talented people in a winning, successful, and pleasant environment. We offer many premium benefits including 401(k), medical, dental, life insurance, Paid Time Off and much more.

Interested candidates who fit the description are encouraged to apply now.

No Phone Calls Please
No Agencies or Recruiters

Jawbone - 2 years ago - save job - block
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