Director - Member Services - JustFab - El Segundo

Job description
The Director of JustFab North American Operations serves the member experience by providing an exceptional level of strategic leadership and flawless execution of initiatives to meet and exceed organizational objectives. This role will fill a critical need within the largest operating Business Unit within the company and this position will oversee multi-channel and multi-lingual outsourced contact center operations.

Key responsibilities include:
Lead & Manage daily member services operations for JUSTFAB’s Fast Fashion BU.
Identify and drive opportunities within a Member Service organization to enhance process design and optimization, develop robust project plans, mitigate project risks, facilitate change management and coordinate training across multiple projects and locations.
Consistently monitors and ensures all Organizational Key Performance Indicators (across all channels voice, chat, mail) are being met and/or exceeded and proactively addressing identified risks.
Responsible for accurate and timely Operations reporting and budgets ensuring optimal productivity, quality, customer experience and employee satisfaction.
Assist in the evaluation of new vendor reviews in the contact center space.
Works with VP and Department Heads to streamline communications, standardizations and minimize expenses across all locations.

Ensures open communication and understanding between multiple locations and partners.
Primary contact for most senior BU representatives, maintaining a strong relationship with BU teams, holding regularly scheduled meetings.
Participates in the hiring and development of the Worldwide Team Management Personnel to ensure operations stay aligned with organizational goal.
Advise on optimal allocation of headcount across multiple functions and contribute to broader headcount decisions considering other time zones and languages.
Multiple visits on a yearly basis to primary operation locations around the world to meet with all leadership personnel as well as all agents.

Qualifications & Experience:

Exceptional Leadership Skills including supporting, developing, and motivating supervisory and consultant staff
Excellent Analytical Skill with ability to read and interpret reporting results and develop action plans to address opportunities for improvement
Sound decision making skills with ability to act expeditiously according to business needs and with a results driven sense of urgency
At least 7 Years of experience in a Senior Management role managing leadership and frontline staff in a fast paced Customer Contact Center Environment
Vendor Management Experience managing Outsourced Nearshore and/or Offshore Operations
Experience with Blended Inbound/Outbound Operations including Lead and Multiple Sales and Service Campaign Management
International experience preferred
Creative and strategic thinker
Proven experience with change and project management
Ability to work independently and take ownership of major projects
Professional attitude
Attention to detail
Good sense of humor
Proficient in Microsoft Excel & Power Point
Bachelor’s Degree, Master’s Degree beneficial

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