Manager Of Retail Service Delivery

OVERVIEW

The Retail Service Delivery Manager, will oversee the small but mighty team handling retail support tickets and coordinating the opening of our new stores. The successful candidate will have strong leadership skills, excellent communication abilities, and a passion for outstanding customer service. This role will ensure a seamless experience for our customers and employees.

RESPONSIBILITIES

• Monitor team performance and develop strategies to improve productivity, quality, and cross functional satisfaction.
• Ensure compliance with company policies, procedures, and applicable laws and regulations.
• Provide ongoing coaching, training, and performance management for the IT Retail Support team.
• Analyze and report on key performance indicators (KPIs) and recommend improvements.
• Develop and maintain strong relationships with store management, vendors, and other stakeholders.
• Collaborate with other departments to improve processes and tools for support ticket management and new store opening coordination from a technical software/hardware perspective.
• Oversee and manage the IT Retail Support team, ensuring high levels of customer service and timely resolution of support tickets.
• Develop and implement strategies to enhance the efficiency and effectiveness of the IT Retail Support team.
• Maintain inventory and regular refreshes of equipment in our retail stores.
• Identify opportunities for continuous improvement and drive initiatives to enhance overall service delivery.

QUALIFICATIONS

• Ability to think critically, solve problems, and make data-driven decisions.
• A minimum of 5 years of experience in IT within Retail industry with focus on new store openings and support or within similar technology support function.
• A strong commitment to customer service excellence and the ability to foster a customer-centric culture.
• Strong leadership skills with the ability to motivate and inspire team members.
• Experience with project management and process improvement methodologies.
• Bachelor's degree in technical field or equivalent years of professional experience in Information Technology.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with both internal and external stakeholders.
• Proficient in Microsoft Office Suite and retail management software.
• A minimum of 2 years in a leadership or people management role.

The base salary range for this position is $120,000-$160,000 per year which represents the current range for the base salary for this exempt position. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company's total rewards package for exempt employees. Other rewards may include performance bonuses, long term incentives, a PTO policy, and many other progressive benefits.

Seniority Level: Mid-Senior Level

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