Customer Service Operations Manager (German Speaking) - Remote

    
Posted at Nov, 18, 2021
Company
Wayfair Inc.
Type
Full-time work

Languages

German
English

Locations

Ireland
Apply now

Vacancy

Wayfair is seeking a Customer Service Operations Manager to support our European Tier 2 Service team. Looking to deliver and delight a great customer experience to our Wayfair European customers, this is an exciting new role that works as part of the EU Service Operations Teams.

Who We Are: 

We are looking for an exceptional leader with experience of Tier 2 customer service / experience teams that deliver outstanding customer service and who are looking for their next exciting career challenge. The right candidate will thrive working in a fast-paced environment where every day brings unique, new challenges and new opportunities. You should have excellent business, strategic, problem solving & communication skills that will support you driving change through continuous improvement & operational excellence. Experience working cross-functionally with internal teams to ensure excellence, optimization and accountability. You should be curious and always looking to innovate new and improved experiences for our internal and external customers. 

Experience

  • 4+ years of leading high performing teams within a Customer Sales & Service operation, with a proven leadership track record and verifiable history of managing teams of successful, high volume teams. (Omni channel experience preferred)

  • Fluent in both English and German - 3rd language will be viewed favourably 

  • Ability to adapt to changing environments and “roll up your sleeves” – this role is very “hands on”

  • Proven coaching skills that can impact both agents and managers

  • Experience of leading highly engaged multicultural teams. 

  • BS/BA degree or equivalent experience (i.e. proven years of industry experience in lieu of degree)

  • Strong Internet / PC skills – comfortable and proficient in a technology-driven business

  • Proficiency in MS Office suite and Google Docs suite

  • Understanding of SQL/GBQ is advantageous

  • Outstanding oral and written communication skills

  • Excellent time management and multi-tasking skills

  • Flexibility with shift work schedule

  • You must be eligible to work and reside legally in Ireland, Germany or UK and be in a position to provide confirmation of eligibility upon request

Responsibilities

  • Create a continuous, high performing culture within your teams that integrate seamlessly within the existing EU Sales & Service operations.

  • Develop, manage and coach on prem and virtual employees to build high performing teams that deliver an exceptional customer experience

  • Create and nurture a culture of diversity and inclusion driving Employee Engagement

  • Analyze department performance to drive improvements in KPIs and close performance gaps with operational partners

  • Successfully manage the operational challenges, climate & environment of virtual and on prem teams by demonstrating effective leadership to maximize performance, deliver first class customer experience and employee experience

  • Achieve operational excellence and drive process improvement in our service level and time to resolution agreements for all EU Sales & Service customer touch points

  • Executes decisions about business policies, customer problems and resolving employee issues

  • Ensure appropriate resources are available to meet changing customer demand requirements and volume to meet performance objectives

  • Identify training gaps and partner with support teams to improve performance

  • Effectively respond to escalated customer service issues to ensure proper resolution

  • Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Wayfair leaders, including application of succession planning at all levels across all teams

  • Support talent optimisation efforts by partnering with IT, Training, HR, Quality and Recruitment teams

  • Lead projects that will drive impact for business and ultimately our customers. 

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

Support
Microsoft Office
SQL

Customer Service Operations Manager (German Speaking) - Remote

    

Vacancy

Wayfair is seeking a Customer Service Operations Manager to support our European Tier 2 Service team. Looking to deliver and delight a great customer experience to our Wayfair European customers, this is an exciting new role that works as part of the EU Service Operations Teams.

Who We Are: 

We are looking for an exceptional leader with experience of Tier 2 customer service / experience teams that deliver outstanding customer service and who are looking for their next exciting career challenge. The right candidate will thrive working in a fast-paced environment where every day brings unique, new challenges and new opportunities. You should have excellent business, strategic, problem solving & communication skills that will support you driving change through continuous improvement & operational excellence. Experience working cross-functionally with internal teams to ensure excellence, optimization and accountability. You should be curious and always looking to innovate new and improved experiences for our internal and external customers. 

Experience

  • 4+ years of leading high performing teams within a Customer Sales & Service operation, with a proven leadership track record and verifiable history of managing teams of successful, high volume teams. (Omni channel experience preferred)

  • Fluent in both English and German - 3rd language will be viewed favourably 

  • Ability to adapt to changing environments and “roll up your sleeves” – this role is very “hands on”

  • Proven coaching skills that can impact both agents and managers

  • Experience of leading highly engaged multicultural teams. 

  • BS/BA degree or equivalent experience (i.e. proven years of industry experience in lieu of degree)

  • Strong Internet / PC skills – comfortable and proficient in a technology-driven business

  • Proficiency in MS Office suite and Google Docs suite

  • Understanding of SQL/GBQ is advantageous

  • Outstanding oral and written communication skills

  • Excellent time management and multi-tasking skills

  • Flexibility with shift work schedule

  • You must be eligible to work and reside legally in Ireland, Germany or UK and be in a position to provide confirmation of eligibility upon request

Responsibilities

  • Create a continuous, high performing culture within your teams that integrate seamlessly within the existing EU Sales & Service operations.

  • Develop, manage and coach on prem and virtual employees to build high performing teams that deliver an exceptional customer experience

  • Create and nurture a culture of diversity and inclusion driving Employee Engagement

  • Analyze department performance to drive improvements in KPIs and close performance gaps with operational partners

  • Successfully manage the operational challenges, climate & environment of virtual and on prem teams by demonstrating effective leadership to maximize performance, deliver first class customer experience and employee experience

  • Achieve operational excellence and drive process improvement in our service level and time to resolution agreements for all EU Sales & Service customer touch points

  • Executes decisions about business policies, customer problems and resolving employee issues

  • Ensure appropriate resources are available to meet changing customer demand requirements and volume to meet performance objectives

  • Identify training gaps and partner with support teams to improve performance

  • Effectively respond to escalated customer service issues to ensure proper resolution

  • Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Wayfair leaders, including application of succession planning at all levels across all teams

  • Support talent optimisation efforts by partnering with IT, Training, HR, Quality and Recruitment teams

  • Lead projects that will drive impact for business and ultimately our customers. 

About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.

Support
Microsoft Office
SQL
Posted at Nov, 18, 2021
Company
Wayfair Inc.
Type
Full-time work

Languages

German
English

Locations

Ireland
Apply now
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