Log In
Sign Up
Customer Services & Support
RUE GILT GROUPE Hiring for Program Manager, Customer Service at Remote Full Time
Advertisements
Full Job Description
THE ROLE: Customer Service Program Manager
Location: This role can be based in any of our offices or fully remote in the US.
We’re looking for…
A CS Program Manager who will be responsible for partnering with Operations, Customer Service, and business stakeholders to engage in planning, tracking, updating, and delivering process improvements, new programs and tools related to the Customer Service organization. You will be accountable for assessing the organization’s launch readiness, creating the communication strategy, and measuring change adoption. You will work closely with Capacity Planning, Training and Operations to ensure changes are implemented in a timely and consistent manner by creating mechanisms to track and monitor adoption and capture employee feedback.
What You’ll Do:
- Plan, track, manage and on all ongoing programs/projects for Customer Service:
- Build a master project plan (MPP) that will show high level and detailed information on all ongoing and closed projects, to include separate Big Bets tracking
- Send regular program updates on each program in progress and facilitate lessons learned post launch
- Create individual project plans that show task level detail with ownership, due dates, and status
- Ensure organization is prepared for changes to policies, procedures, programs, or tools
- Complete CS impact assessments for all program launches
- Document current & future state process flows and identify areas of change to meet program/project goals
- Provide direction to business teams on change strategy, potential conflicts, and resolution paths
- Provide input into Go/No Go decisions on program launches to ensure CS organization is prepared
- Maintain knowledge management system to ensure only current information is available to agents and curate content for ease of search and consumption. Introduce best practices in knowledge management and improve upon existing content.
About You:
At Rue Gilt Groupe, diversity enriches our passion, collaboration, kindness and innovation. We’re committed to fostering an inclusive environment where every Associate is empowered to learn, grow and bring their full self to work. Even if you don’t check off every qualification in the job description, that’s okay. We encourage you to apply to any role that excites you and sparks delight! We can’t wait to learn more about you.
-
- 2-3 years of program/project management experience within a customer service environment
- Knowledge of customer service practices and principles
- Experience using problem solving and analytical skills to solve business problems and drive process improvements
- Ability to work effectively with tight deadlines in a fast-paced environment
- Attention to detail and proven ability to manage multiple, competing priorities simultaneously
Bonus points for…
-
- Prior experience in e-commerce or retail customer call center
- Six Sigma, Kaizen, Agile, or other Process Improvement methodologies
- PMP or similar certification
- Certification in Change Management (Prosci or other methodology)
ABOUT US:
Rue Gilt Groupe is a leading off-price e-commerce portfolio company, connecting the next-generation shopper to world-class brands. We’ve defined the online treasure hunt through our daily sale events allowing a large, loyal member base to discover over 5,000 premium and luxury brands at prices up to 70% off full-price retail.
Rue Gilt Groupe operates three complementary sites – Rue La La, Gilt, and Shop Premium Outlets.
Our vision at RGG is to spark delight through daily discovery – we make shopping an occasion to celebrate. At the forefront of fashion and technology, we’re also in the business of sparking delight for our Associates. We inspire each other, our Members, and ourselves to push past the expected – every day. Our culture is rooted in our values and together we work to demonstrate being Kind, Passionate, Collaborative, Innovative, Tenacious and Empowered.