Experience & Operations Manager Jobs

Join the fashion tech start up that is redefining the world of customer service - Winner of the 2022 LVMH Innovation Award, the company British Vogue called “The Deliveroo of Fashion” (July 2020), listed in Bloomberg Business’ 50 Ones To Watch, in BusinessCloud’s 100 ECommerce Trailblazers, in Country & Townhouse’s Great British Brands, etc.

TOSHI is a luxury last mile delivery provider that partners with the world’s best brands to bring the dressing room experience directly to the client, at home and on-demand. Our network of trained Assistants will bring the client the items they want, within 60 mins delivery slots, at a time scheduled by the client. While at the client’s home, our Assistant can wait while the client tries the items on, and return any unwanted items back to the store - providing hassle-free shopping for the client and brand.

TOSHI currently has offices in London and New York and will open our Los Angeles office in March 2023. This candidate will play a fundamental role in the launch, and ongoing success of the Los Angeles office.

The Role

TOSHI is scaling its operations in New York. We are looking for an exceptional Experience & Operations Manager will oversee day to day operations and customer experience in New York. This will include overseeing scheduling, booking and fulfillment of orders, answer customer queries, support our Assistant Network, working with and managing our 3PL partner, and working with our brand partners to provide a premium service on their behalf. This role requires someone who is operationally minded, comfortable with data and with a strong eye for detail, as well as excellent personal skills and a passion for superb customer service.

You will be joining the company at a critical time as TOSHI scales quickly to meet increasing demand for home delivery services.

Responsibilities

• Work closely with our team of Experience & Operations Managers in London & New York to share best practice and local experience to ensure TOSHI operations are always robust.
• Optimization of Experience & Operations team processes and procedures as they stand today.
• Support with the TOSHI Assistant Program. Working with our Network Training Lead to facilitate performance feedback to improve service levels across the network.
• Manage customer inquiries to ensure a luxury experience.
• Work with our product and technology teams and COO to help build new tools and features for the TOSHI system by providing data-driven feedback, bug reporting, and new feature requests.
• Oversee successful fulfillment of orders from booking to completion, working closely with TOSHI Assistants throughout via our allocation system and Assistant App.
• Support the Assistant team by attending customer appointments, if needed

Looking for:

• Availability to work flexible hours (working 1 weekend day each week, for which you will be given time off in-lieu during the week)
• 3-4+ years experience in customer service or operations management
• English language proficiency, eligibility to work in the US
• Strong execution skills and proven track record thereof
• Excellent communication and interpersonal skills
• Tech savvy and willingness to test and feedback on a fast-evolving technology stack (you’re also comfortable working with multiple tools an systems and will help us streamline systems and workflows over time)
• Strong networking and relationship-building skills
• Highly numeric and data driven thought process
• Exceptional customer service skills and the ability to exceed expectations for a demanding client base

Contract / Salary:

• Competitive salary
• Fast paced and fun work environment
• Informal, startup culture

Diversity & Inclusion Statement

TOSHI is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.