Sr Customer Service Operations Manager-Society6

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Society6 is a rapidly growing online marketplace powered by thousands of artists from around the world.
Society6 is a commerce platform that enables artists to easily upload and immediately offer their art for sale as art prints, iPhone cases, home decor, t-shirts and a variety of other high quality products - without giving up the rights to their work. Society6 produces these products on-demand, using only the highest quality materials and processes and then delivers them to consumers worldwide on behalf of the artist. We work in a fun, collaborative environment that is as diverse, adventurous and open-minded as the content we create for the world. We encourage all of our employees to learn and grow personally and professionally so they can assume greater responsibilities and advance their careers.
As the Customer Service Operations Manager, you will have ownership and be accountable for the development, scaling and management of customer service staff. You will be responsible for new process and service innovation/implementation, development of operational service plans,critical issue resolution and customer service operations program management.
We're looking for ambitious, driven, self-starters who want to be on the leading edge of innovation in online media and technology. This position is located in Santa Monica, CA.
Responsibilities:
Establish and execute on a core strategy, plan and roadmap for enhancing the Society6 customer and community experience
Manage a team of 4 part and full time customer service specialists who handle the day-to-day interactions with the society6.com customers and track their performance via KPI dashboard.
Monitor the customer experience across all mediums and platforms and ensure that our processes consistently deliver the best experience possible.
Develop policies and procedures to empower employees to solve customer issues quickly, correctly and on the first interaction.
Manage the day-to-day issues of thousands of artists/customers in our system.
Identify opportunities to further extend and evangelize the perception of Society6 with customers and artists.
Analyze for the purpose of better understanding unmet product needs and membership experience.
Requirements:
Possess a clear vision of how Customer Service Operations will fuel the future growth of Society6.
Be highly empathetic to the needs of our members, consumers and your staff.
6-8 years of Customer Service and/or e-commerce operations experience; management experience required.
Data driven decision making mentality and sound business judgment through strong analytical thinking.
Process oriented troubleshooter with both technical and non-technical problems.

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