Operations Manager, Customer Care at Black Tux

Black Tux

Operations Manager, Customer Care

  • REMOTE /

The Black Tux is reinventing formal wear so people can show up at their best on the days that matter most. We design and manufacture modern rental suits and tuxedos that actually fit—made of 100% wool, ordered online, and delivered for free.

The operations manager will join our customer experience organization and have a proven track record of supporting operational teams within a contact center environment. This individual will be responsible for performance analysis, reporting, forecasts, and tool support within the organization. Candidates must have the experience to develop and implement processes that improve program effectiveness and increase efficiencies.

Ultimately, we are looking for an engaging, ambitious, self-starter that brings high operational aptitude and deep customer centricity to enhance our customer experience organization.

What You’ll Do

    • Analyze and report on a broad range of program data to determine customer impact and understand team performance
    • Improve contact center tools, reporting, processes, and best practices
    • Source, implement and manage contact center tools and systems that monitor the productivity and performance of the organization
    • Analyze trends in relation to contact drivers, call volume, staffing levels, KPI’s, and tool effectiveness
    • Create and maintain performance reports, dashboards and scorecards
    • Provides analytical support to solve complex problems, evaluate performance and support decision making
    • Implement workforce management practices and monitor workforce management system
    • Assess the current customer experience tools and reporting to understand effectiveness, lead improvement and ensure alignment with the business goals and strategy
    • Work with managers who directly lead customer experience teams to influence operation excellence and strong performance
    • Monitors real-time contact channel activities and provides recommendations for performance improvement
    • Partner across all functional areas to drive unified customer focus and alignment of customer experience processes
    • Drive projects that improve customer experience related processes and improve the overall effectiveness of the team
    • Collaborate and contribute to a lean, engaging and enterprising team
    • Implement operational metrics, disciplines, KPIs, and systems designed to enable scale and bolster customer excellence
    • Develop and maintain robust relationships with the customer experience team and broader organization

Who You Are

    • An engaging, inquisitive, spirited, and self-managed leadership style
    • 5+ years of operational experience within a customer-facing organization
    • Proficient at running, programming and monitoring contact center reporting, workforce management, and quality assurance software systems
    • Strong background supporting customer service software (Zendesk) and WFM hardware/software required
    • Competent at supporting in house and offshore workforce processes, including creating staffing models that address business as usual and Peak Season when there is a need to quickly ramp up or down staffing
    • High technical aptitude
    • Strong time and project management skills, with a focus on delivery
    • Excellent verbal and written communication skills and the ability to work effectively in a remote team environment

Perks and Benefits at The Black Tux

    • We pay people equally and based on market compensation data
    • We provide a 401(k) plan through Betterment
    • Our full-time employees receive stock options and have a stake in the company
    • We provide our full-time employees with Evergreen stock option grants every 2.5 years
    • Our Health, dental and vision plans are competitive, and we cover 100% of employee coverage and 50% of dependents
    • Open vacation time
    • Monthly cell phone reimbursement
    • Daily commuter reimbursement
    • Dog friendly HQ
    • Complimentary dry cleaning & tailoring services
    • TBT Women’s Group
    • TBT Diversity and Inclusion Group
    • Weekly catered lunches
    • Paid maternity and paternity leave
    • Stocked Kitchen & pantry
    • Apple equipment or whatever you need to be productive
    • Monthly employee events and trainings
    • Free suit rentals

We’re an equal opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.

Our people are the most important asset to us. Our benefits, perks, pay and culture reflect this in every decision we make. If you want to learn more about us, check out our Culture Book.

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