We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people's homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.We're here for it. We think you should be too. We're looking for a driven professional with an inclusive mindset to join our team as an Manager, Innovation.The Manager, Innovation will play a pivotal part in ensuring the success of the Customer Care center, company sales, and service level goals through the implementation of innovative processes, updated systems, and continuous improvement. As a leader in the Customer Care department, you will drive the development and execution of comprehensive innovation strategies aligned with the company's overall objectives.A day in the life as a Manager, innovationUnder the general direction of the Associate Director, Customer Care Operations, ensure the achievement of the customer service center, company sales, service level goals with improved processes, updated system, and new standard operating procedures.Lead and oversee the innovation and improvement initiatives within the Customer Care departmentCollaborate with cross-functional teams to gather insights and ideas for process enhancements and product development.Develop and implement comprehensive innovation strategies aligned with the company's goals and objectives.Enforce a culture of creativity and continuous improvement among team members.Foster an environment of transparency and collaboration between internal teams and external vendors, ensuring a seamless integration of resources and expertise.Act as a liaison between internal stakeholders and vendors, resolving any issues or conflicts that may arise during the course of collaboration.Identify and evaluate emerging technologies, trends, and market opportunities to drive innovation.Establish and manage innovation projects, ensuring timely and successful delivery of outcomes.What you'll bring to the table…Ability to coach and develop associates by providing timely feedbackExcellent problem solving skills and can-do attitudeExcellent reading and written language skills (English), good math skillsExcellent knowledge of Contact Center operation, technologies and key performance indicatorsAbility to make sound decisions quickly in a fluid environmentExcellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environmentExcellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of peopleExcellent data entry, typing and computer skills.We'd love to hear from you if you have…7+ years experience in customer service or call center environment (direct to consumer or ecommerce organization preferred)5+ years experience in a leadership role, or equivalentBA in a related field#Li-remote#J-18808-Ljbffr
