eCommerce Customer Support Manager manages a team of service representatives that respond to customer inquiries via live chat. Ensures that service standards are established and attained. Being a eCommerce Customer Support Manager responds to and resolves escalated issues. Monitors and analyzes service activity data and utilizes findings to develop training and service improvement resources. Additionally, eCommerce Customer Support Manager coaches team members on best practices for responding to inquiries. Reports customer feedback, trends, and issues to stakeholders and collaborates to recommend solutions or suggest changes to website, products, or services. Typically requires a bachelor's degree. Typically reports to a head of a unit/department. The eCommerce Customer Support Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a eCommerce Customer Support Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Williams-Sonoma, Inc.
Project Manager
Estimate start date - March 2024
About the Team
The Direct to Customer Operations - Project Management team fills a vital role in the Customer Care Center and across our organization by driving change and improving efficiency through creation and implementation of novel solutions to hard problems. The PM Team is made up of individuals with a strong ability to lead, meticulous attention to detail, a desire to make an impact, and the willingness to step in and solve the problem when one arises.
About the Role
The mission of our Project Managers is simple: make everything run as efficiently as possible. But don’t mistake this for a typical “box checking” PM position. Our PMs need an entire wardrobe full of hats to thrive in the fast paced environment of the Customer Care Center where projects can range from system implementations and process improvement analysis to transitioning entire divisions from one business unit to another. Our PMs need stellar communication skills and the ability to adapt messaging across a wide range of audiences as your work will take you from meeting with brand new phone associates in the morning to presenting to a Brand President in the afternoon. You will love working with our PM team if you thrive on change, laugh in the face of ambiguity, and relish the chance to create entirely new processes and systems from the ground up.
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Technical Competencies required:
The compensation for this role considers a wide range of factors, including but not limited to skill sets; experience and training; licensure and certifications; and other organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic and may differ depending on where our candidate is selected from. At Williams-Sonoma Inc., it is not typical for all individuals to be hired at or near the end of the range; compensation decisions depend on each case’s facts and circumstances. A reasonable estimate of the current range is $80,800 - $85,200 annually with an annual bonus provided at time of hire.
About Williams-Sonoma, Inc.
Founded in 1956, Williams-Sonoma, Inc. is the premier specialty retailer of high-quality products for the kitchen and home in the United States. Our family of brands are Williams-Sonoma, Pottery Barn, Pottery Barn Kids, Pottery Barn Teen, West Elm, Williams-Sonoma Home, Rejuvenation, and Mark and Graham. These brands are among the best known and most respected in the industry. We offer beautifully-designed, stylish and functional products for every area of the home, including the kitchen, living room, bedroom, home office, closet, laundry room and even outdoor spaces. We've seen some big changes since our first brick-and-mortar store opened more than half of a century ago. What hasn't changed is our passion for high-quality products, functional design, outstanding customer service, and enhancing the lives of our customers and the communities where we operate. Today, we're a multi-brand, multi-channel, global enterprise supported by state-of-the-art technology and some of the most talented teams in retailing - and we're always looking for new energy and ideas.
WSI will not now or in the future commence an immigration case or "sponsor" an individual for this position (for example, H-1B or other employment-based immigration).
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