Director, Customer Care; Workforce Operations

  • Customer Support, Customer Service
  • Full-time Remote
  • 1 week ago
  • Work Remotely
  • Shift Morning
  • Job Qualifications Bachelor
  • Job experience 8 to 10 Years
  • Job level Experienced

Job Description

The Brilliant Earth Customer Operations team is committed todelivering exceptional service to Brilliant Earth customers in our showroomlocations and via our e-commerce channels, throughout each step of the customerjourney. As the Director, Customer Care & Workforce Operations, you willoversee the operational performance of the Customer Operations department,including workforce planning, analysis and optimization. You will empower theCustomer Care department and external partners to provide exceptional pre- andpost-sale experiences, ensuring timely, efficient and positiveresolutions.  

The Director, Customer Care & Workforce Operations will beinstrumental in the development and management of key customer operationsinitiatives and driving Brilliant Earth’s operational success.  

Key Responsibilities:    

Lead capacity planningand forecasting for the Customer Operations department in an Omni-channelfocused sales environment, using service levels, contact volume, contactpatterns, staffing and productivity, workforce management systems, workflow,etc. 

Lead customer care andcustomer insights teams and associated KPIs, such as CSAT and NPS to ensureexcellent post sale experience for our clients.  

Lead training team,which manages all onboarding and continuous training for the sales and customercare organizations.  

Manage internal andexternal headcount plans to align with financial forecasts and ensure adequatestaffing levels to achieve company goals. 

Develop and deliverreporting to provide insights to the business around sales and service KPIs,volumes, staffing levels, and costs.  

Create best-in-classreporting processes, allowing for improved visibility, comprehensibility,efficiency, and scalability of departmental reporting.    

Act as a thoughtleader within the Customer Operations organization; bring data-driven insightsto the table and work collaboratively to continuously improve departmentalperformance.   

Provide effectivefeedback to direct reports to help drive best-in-class performance and supportcareer development.   

Translate forecastsand business goals into strategic operational strategies and goals / standardsat the department, team and individual level.   

Manage vendorrelationships and SLAs, including 3rd party call centers and managed phoneservices, with a focus on cost efficiency and successful customer serviceoutcomes.   

Provide guidance forcustomer escalations, ensuring best possible experiences for allcustomers.  

Oversee RTA, stayingclose to departmental activities at the individual employee level to ensureadequate daily resource allocation and creating efficiency in schedulingprocesses and procedures.  

Stay abreast of retailand e-commerce industry trends, bringing best-in-class and trend-forwardstrategies to improve the customer experience.   

Consistently seek waysto improve the customer experience by designing and implementing efficiencyimprovement initiatives in collaboration with other leaders.   

Strategically scaledepartmental growth, utilizing technology.  

Specific qualifications:

BA degree orequivalent, preferred  

10+ years’ experiencein a customer operations leadership in a direct-to-consumer, e-commerceenvironment 

5+ years’ experienceleading Workforce Planning & Analytics 

Highly analytical withan ability to translate data into actionable insights, strategies and goals.   

High level of businessacumen and demonstrated understanding of operational KPIs in the CustomerOperations field.  

Robust CRM or ERPsoftware experience (NetSuite, Salesforce a plus) 

Experience buildingadvanced reports and models in Excel, advanced knowledge of SQL and ETL tools(Domo a plus) 

Proven track record ofrecruiting and retaining high performing and accountable managers andstaff.   

Experience managingvendor relationships, including outsourced contact centers and technologypartners.  

Experience utilizingcustomer insight analyses to drive continuous improvement of teamperformance.  

Ability to communicateeffectively and appropriately to all levels of the organization, and toexternal customers /partners.  

Team player with anability to work collaboratively  

Highly organized,attentive to details and efficient with focus on execution, problem solving,and improving processes in a fast-paced, flexible environment.  

Understanding andacceptance of diversity, equity, inclusion and workplace belongingconcepts  

Interest in sociallyand environmentally responsible organizations and products 

What We Offer:  

At Brilliant Earth, we’re passionate about the employeeexperience. That’s why we offer an excellent training program and endlessopportunities for career growth! In addition, we offer competitive compensationand a robust benefits package, including:    

EquityCompensation. You will play animportant role in the growth and success of the companyRSU awards allow us all to share in these successes.

Insurance. Medical, dental, and vision insurance kick in on the first dayof your 2nd month!   


401k match. We know that saving for the future is important. That’s why weoffer a generous 401k match.   


Open PTO Policy. We know it’s important to recharge and relax. 


Disability and Life insurance. 100% employer-paid.   


Pre-Tax Commuter Benefits.   


Continued Education. Company-sponsored learning in leadership, professionalskills, diversity & inclusion, and access to tuition reimbursement forrole-specific trainings.    


Employee Discounts. As an employee at Brilliant Earth, you’ll receive a generousdiscount on our jewelry.   


Wellness Benefits. We offer access to exclusive discounts on gym memberships andmore, as well as an Employee Assistance Program for 24/7 access tocounseling.   


Giving Back and Volunteer Opportunities. In additional to our givingback programs, our teams support local initiatives and spend time together byvolunteering.    


More about Us   


Brilliant Earth isone of the fastest growing e-commerce jewelers in the world, and the globalleader in ethically sourced fine jewelry. Founded in 2005, we have beenfeatured in Time, The Knot, Forbes, and Refinery29, among many other mediaoutlets. We are a group of dedicated team members with a common goal ofcreating a more sustainable, transparent, and compassionate jewelry industry.We are searching for bright and passionate people who are excited to make animpact from day one and grow with the company to take on greater responsibilityover time. We are hard-working team players that welcome challenges and rise toany occasion. Our community of collaboration, respect and encouragement isfostered by frequent team events, cross-departmental meetings and celebratingour wins, big and small. Brilliant Earth team members bring a top-notchattitude and a willingness to help each other grow.   


Brilliant Earth recognizes the value of diversity and inclusionon our team, as we work together to reinvent fine jewelry in a thoughtful and modernway. At Brilliant Earth, we celebrate each other – our successes, thelessons along the way, and the unique perspectives each individual bringsto our team. It is our intent to maintain a work environment and hiring processwhich is free of harassment or discrimination because of sex, race, religion,color, national origin, physical or mental disability, genetic information,marital status, age, sexual orientation, gender identity, military service,veteran status, or any other status protected by Federal, State or local laws.We are committed to complying with all Federal, State and local laws providingEqual Employment Opportunities, and all other employment laws andregulations.   

How to Apply & What toExpect:    


Everyone at Brilliant Earth has a voice – we want tohear yours! If you are interested in growing with Brilliant Earth, send us aresume and cover letter letting us know why you are interested in joining ourmission and our team. Please include a sentence about your favorite shape ofdiamond.   

You’ll receive an email when we’ve receivedyour application, and can expect an update within a week of applying.The interview process for this role includes a phone call with the recruitingteam and video interviews with one of our team members and leaders! 


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