Whisker Hiring for Senior Customer Service Operations Manager Job at Remote Full Time

Whisker, formerly known as AutoPets, is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.

*
As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers, transforming pet care along the way. And we don’t rest once we’ve created the best—we exist to make life for pets and pet parents endlessly better.
*
*
Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 300+ passionate employees.

Summary:

The Senior Customer Service Operations Manager will develop and lead Training, Quality Assurance, Returns & Cancellations, and Subject Matter Expert (SME) teams.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities, as deemed necessary.

• Will work with the Sales, Marketing, Accounts, and Support teams to maximize the capabilities and use of tools, with a focus on CRM, VoIP, WFM, QA, and Project Management software..Will work closely with the Director of Customer Service to improve processes, procedures, and project management
• Leads a team responsible for raining, Returns & Cancellation Processing, Subject Matter Experts (SME), and Quality Assurance
• Defines and documents key processes across the customer’s lifecycle (e.g. sales, service, onboarding, account handoff, proactive touchpoints, renewals) and provides recommendations on how our tools can support these processes
• Drives strategic initiatives such as customer-to-product feedback, customer experience, marketing, and engagement initiatives through the tools we use
• Works with team to set and track performance metrics to measure the effectiveness of teams and guide their continual improvement
• Creates and oversees configuration, maintenance, and training for current and new software applications
• Stay up-to-date on industry trends, and make recommendations for new tools based on business needs
• Implements Salesforce administrative-related tasks (e.g. including adding users, roles/profile setup, refreshes, config/setup changes, process builder, installing applications, workflows, validation rules, dashboards) based on priority and urgency
• Will perform additional responsibilities when required

Leadership Responsibilities:

Directly supervises department employees. Carries out supervisory responsibilities in accordance with Whisker policies and applicable laws. Responsibilities include interviewing, training, and hiring employees, planning, assigning and directing work, appraising performance, addressing employee issues, and upholding safety and quality guidelines.

Requirements & Qualifications

• BA and/or equivalent years of experience
• Minimum 5+ years of Customer Service leadership experience
• Project Management Experience
• Salesforce Service Cloud Experience
• Ujet Experience or similar VoIP software experience
• Experience with data analytics, business intelligence, and report building
• Strong Google Suite experience including Google Sheets
• WFM software assessment, design, implementation, utilization experience
• Training program development and implementation experience
• Maintains confidentiality of proprietary information
• Ability to maintain a professional atmosphere in a fast-paced environment with numerous interactions and interruptions
• High degree of initiative, self-motivation and ability to motivate others
• Ability to provide a working atmosphere that is positive and productive
• Ability to establish and maintain cooperative working relationships with team members and colleagues

Not Required but nice to have!

• Not required to have pets, but highly recommended!

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is regularly required to sit and talk or hear. The team member frequently is required to use hands to handle or feel. The team member is occasionally required to stand, walk, and reach with hands and arms. The team member must continuously lift and/or move up to 35 pounds and occasionally up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Education:

• High school or equivalent (Required)

Experience:

• Training & Development: 3 years (Required)

Work Location:

• Fully Remote

Work Location: Remote