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Senior Customer Service Operations Manager, BPO

Company: Zenni Optical
Location: Novato
Posted on: January 12, 2022

Job Description:

Zenni was founded on the idea that everyone who needs glasses should be able to afford high quality frames and top of the line lenses. We are an industry leading e-commerce company with state-of-the-art production facilities and advance prescription edging labs that get custom eyewear delivered within 14 days. By cutting out the middlemen we pass the savings directly to our customers. We have been in business for over 16 years and have delivered more than 40 million pairs of glasses. We are headquartered in Novato, CA and have offices in Oakland, CA and Columbus, OH.
Zenni is proud to be the Official Eyewear Partner of the Chicago Bulls, Boston Red Sox and the San Francisco 49ers.
About the TeamRecognized by Newsweek as Best Customer Service the last 4 years, the Zenni Global Customer Service team is founded on operational readiness, operational excellence, and digital self-service for the customer delivery experience. Our support operations of agents, opticians, and personal stylists are connected across the globe. We take pride in the consistent care and digital capabilities we provide our customers across multiple support channels, including social and online review platforms, while also providing servicing excellence across our returns, inspections, and back-office operations.
Position SummaryA natural servant-leader with a "Customer First" attitude, the ideal candidate will improve a mix of practical experience, social skills, process improvement, data analysis, and a steadfast drive for business improvement to make positive organizational change.What you will do:

  • Lead our US operations-focused team, including: delegating, coaching, monitoring, and ensuring compliance with all company standards
  • Partner with our BPO team for relationship building, performance reviews, and to assess overall program health
  • Oversee the day-to-day performance of our global BPO team, ensuring overall quality levels are being delivered
  • Analyze data to drive changes if needed, improving operational processes, identifying opportunities to increase efficiencies
  • Serve as primary point of contract for issues related to overall vendor performance and quality to effectively resolve escalations and provide solutions to vendors
  • Identify opportunities for process and best-practices adoption
  • Define, design, launch, and run strategic initiatives that enhance both the customer and agent experience
  • Create playbooks, metrics, and contingency plans to govern day-to-day operations
  • Manage our social customer care team
    The Ideal Candidate will have:
    • Experience in a Call Center and/or BPO management experience
    • Strong Analytical and Reporting Skills
    • Bachelor's Degree in a related field
      MissionZenni Optical was built upon the following principles, and is dedicated to fulfilling them:
      • To provide the most affordable eyeglasses to people all over the world.
      • To provide the highest-quality optical lenses to our customers.
      • To make it easy to order eyeglasses online.
      • To provide exceptional customer support.
        • Competitive Compensation Package
        • Annual employee eyeglasses stipend
        • Home Office Expenses (choice of PC or Mac)
        • Health Care Plan (Medical, Dental & Vision)
        • Retirement Plan (401k, IRA)
        • Life Insurance (Basic, Voluntary & AD&D)
        • Paid Time Off (Vacation, Sick & Public Holidays)
        • Family Leave (Maternity, Paternity)
        • Short Term & Long Term Disability

Keywords: Zenni Optical, Novato , Senior Customer Service Operations Manager, BPO, Executive , Novato, California

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