Business Operations Manager (Operational Excellence)

Title: Business Operations Manager (Operational Excellence)

Team: Customer Service

Job Type: Permanent / Full Time

Location: Fully Remote

Company Overview:

Zenni pioneered the online eyewear industry in 2003 with a mission to make prescription eyewear affordable and accessible to everyone. Based in Marin County, California, Zenni offers men, women, and children the freedom to express their personal style and individuality through high-quality prescription and protective eyewear curated with a sense of fashion and an incredible selection. With over 50 million frames sold worldwide, a pair of Zenni’s is owned in every country across the globe. Zenni is proud to be the Official Eyewear Partner of the Boston Red Sox, Chicago Bulls, and San Francisco 49ers. For more information, visit www.zenni.com or connect on Facebook, Twitter, Instagram, or Pinterest.

Position Overview:

Zenni is looking for an experienced Business Operations Manager (Operational Excellence) to play a key role in developing our Operational Excellence program. As Zenni expands its customer service & support team, driving consistently exceptional service experience is critical for the company's success. This role will plan, design, analyze, develop, lead implementations, and monitor business/program processes, operation systems, and efficient business systems to strive for operational excellence across our global teams and every customer service and support interaction.

A strong predictor for success will be evident in a candidate who has experience in eCommerce from mid to large size, CS teams, and global teams. This individual should have experience working with BPOs, be familiar with building SOPs, is process focused, and be well-versed in vendor management.

What we want you to own in this role:

• Taking the lead as a Point of Contact for various initiatives and projects that are either generated within CS or outside of CS (as the voice of CS)
• Developing, managing, and communicating Zenni's Global Customer Operations process inventory.
• Acting as a focal point for the reporting and triage of system and workflow problems within the department and collaborating with IT and other Departments on changes, fixes, and updates to the department's information systems and as the resource on the department's workflow, policies, procedures; business objectives, regulatory requirements.
• Managing process knowledge, change management, & communication/training on process change.
• Leading continuous and sustainable improvements through process policy, tools, and systems
• Defining & driving process maturity/improvement projects.
• Evaluating business and program application systems' functionality to identify gaps, measuring the solution impact on business operations. Leads the business and the project team to improve productivity.

What skills do you need?

• At least 2 years of process improvement experience in a Contact Center environment or Consumer Digital related.
• Solid presentation experience using flexible delivery methods and tools/technology is preferred.
• At least 2 years of leadership experience and creative problem-solving skills in a global work environment.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of staff and clients in a diverse, global cross-cultural environment are required.
• Ability to learn specialized technical skills.
• Strong written communication to support the development of processes, policies, & procedures.

As of 01/01/2023, the expected salary range for this position is $140,00 to $160,00. Actual pay within this range will be based upon several factors, including without limitation education, work experience, certifications, geographic pay differentials, market conditions, and other business and organizational needs. The Company anticipates that the reasonably expected salary for this position could change in the future and, therefore, the Company retains the right to change, modify, or revisit the salary range for the position for various reasons, including the Company’s business needs.

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