Open Jobs Manager, Operations
About the position At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves. We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extra Ordinary in each of us. We are united by a common goal - to reimagine the future of beauty . About the Team: Our goal within Sephora Client Services is to be a center of excellence and provide exceptional, personalized service that aligns with the Sephora store experience and differentiates us amongst our competition. We act as experts in all areas that have a direct link to clients and their interactions with Sephora. We go above and beyond for each client by providing creative solutions to issues, handling escalated clients with a high touch level of service, and providing timely follow-up when necessary to ensure open and clear client communication. We provide best-in-class service to every Sephora client, regardless of contact channel, while ensuring operational efficiency and a fix-it-for-tomorrow attitude. Job Opportunity: The Manager, Operations supports the Senior Manager, Operations by focusing on the daily execution of results via driving metrics and efficient process operations. This role is responsible for ensuring vendor adherence to service levels / targets, driving continuous improvement through data analysis, auditing, and providing actionable feedback. The Manager of Operations plays a crucial role in crafting exceptional client experience through evaluating processes and metrics to identify trends, bottlenecks, and areas for improvement. Through ensuring consistency and compliance, this role will optimize operations to drive efficiencies, cost-savings, and proactively address operational challenges. This role requires a deep understanding of day-to-day operations, strong analytical abilities, and clear communication skills to present findings, implement recommendations, and even support highly complex client issues when needed.
Responsibilities
- Drive internal and external execution to achieve metrics aligned with Sephora-defined targets.
- Conduct regular audits to spotlight and action on performance opportunities.
- Define, monitor, and enhance key performance indicators and quality standards.
- Conduct trend analyses, identify needs, and develop strategies to enhance workflows, reduce friction, and minimize costs.
- Assist Client Services leadership in disseminating projects and initiatives within the vendors.
- Leverage reporting to analyze operational data, interpret trends, and develop action plans to implement enhancements.
- Proactively address operational challenges, regularly providing actionable feedback to the vendors.
- Provide ongoing coaching and mentoring direct reports, fostering their professional development and enhancing their skills to achieve individual and team goals.
- Collaborate with cross-functional teams, including Senior leadership, internal departments, and external vendors, to facilitate change management.
- Serve as a subject matter expert on operational processes to execute on the Client Services vision.
Requirements
- 3+ years of experience in contact center leadership or relevant operations
- 4+ years of leadership experience in a metrics-driven environment
- 4+ years of experience working on operational process improvement projects
- Proven track record of managing vendor performance and standards
- Demonstrated ability to make informed decisions, manage resources effectively, and adapt to changing business needs
- Demonstrated ability to manage well under pressure, reacting quickly amidst unexpected circumstances
- Motivational and dynamic leadership and mentoring style
- Exceptional client services skills
- Understanding of care center software (e.g., workforce management, client relations management) and ability to learn new systems quickly
- Strong written and verbal communication skills
- Strong analytical and problem-solving skills
- Demonstrated integrity, professionalism, and a constructive approach to challenges
- Detail-oriented with a high degree of accuracy
- Thrives in a fast-paced, complex environment
Benefits
- Sephora offers a generous benefits package to full-time employees, which includes comprehensive health, dental and vision plans; a superior 401(k) plan, various paid time off programs; employee discount/perks; life insurance; disability insurance; flexible spending accounts; and an employee referral bonus program.
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