100% fashion Staff with care

Operations Manager

New York, NY 10014

Posted: 11/03/2020 Job Category: Operations Job Number: 157098

Job Description

Title: Operations Manager
Company: Iconic Footwear Company
Location: New York, NY


Seeking an Operations Manager to support the Digital and Ecommerce division. This role’s key focus is to develop and grow scalable customer service and digital operations enabling successful customer interactions while improving workflow processes and strategies.

  • Monitor, track and improve customer service metrics of inhouse and external teams based on key performance indicators and SLAs including preparation of reports for management
  • Management of CS systems: improving CRM backend by identifying optimization potential and partnering with CS managers and external vendor to implement best-in-class practices and utilizing CRM solution to achieve high level of customer satisfaction and operational efficiency
  • Customer service work force planning to maintain optimal staffing levels including scheduling adjustments based on staff availability and business needs
  • Develop and improve workflow processes to ensure a lean and efficient operation and maintain documentation of best practices and process changes
  • Devise training and quality assurance strategy, oversee its implementation and assess its outcomes and effectiveness
  • Support management of customer service budget ensuring staff planning aligns with business needs and plan
  • Management of special projects as needed


  • B.A./B.S. in Business or related field with a focus on analytics, organizational development and/or project management with 3+ years related experience.
  • 4+ years’ experience in ecommerce/digital/customer service operations - preferably in Fashion/Consumer Goods
  • Proven track record managing and improving customer service metrics and execute on optimization initiatives
  • Familiarity with CRM and other relevant CS tools. Preferably experience with order management and ERP systems

Salary: Competitive compensation package

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