Senior Manager - Operations

Overview:

 

A leading photo services internet start-up located in San Mateo, CA is looking for a star Sr. Manager to drive operations, logistics, and customer service. 

 

About us:

 

We are a fast growing, well funded, start-up. Our company's fundamental value proposition is to enable people to relive their photo memories (past and present) by providing products and services that enable them to experience their memories in the digital world.

 

Job Description:

 

General ManagementHire and train new customer support and logistics staff Develop training curriculum and certification levels Conduct Weekly reviews and periodic performance reviews Develop incentive programs for improvement in fulfillment metrics and C-Sat scoresEnsure accurate booking keeping with Accounting firm Track all expenses with an ability to conduct analysis on various costs Review all major contracts and payments for services rendered through partners/vendors Develop and pursue a continuous cost reduction roadmap

 

Logistics:  Continuous improvement of logistics work flows and automation enhancements designed for long term scalability Work with technology partners on enhancements on package tracking (GPS, RFID etc..) Drive shipping vendors to achieve cost reduction targets based on volume discounts Measure logistics metrics (cycle time, idle time, # of errors, shipping delays etc) and improve performance Consult with packaging engineers on a periodic basis as the business scales (explore new materials, containers etc)

 

Customer Satisfaction: Implement, maintain and enhance CRM software in collaboration with Software Team Develop process flows for handling customer calls based on subject area Design and implement templates for FAQs, ensure standardization and usage by customer support staff Ensure customer escalations are handled within SLA requirements Flag, bottleneck areas, process inefficiencies to management with recommendations on improvement of processes or automation Develop expertise in graphics tools (Photoshop), photography to provide service to Professional photographers

 

Global Expansion: Develop operational launch roadmap for Canada and Europe Develop workflow for international orders: website changes, customs procedures (Canada), credit card company integration Establish partnerships with local shipping companies and integrate tracking (eg: Royal Mail in UK/DHL in Europe etc) Implement training of Logistics and customer support workforce in UK/EU Work with Software team on establishing tracking of customers based on geographical regionDevelop and implement operational workflows for fulfillment of new product and service offerings Prepare customer service content for support staff Develop web content for FAQs

 

 

Metrics & Reporting:Develop metrics for all departments Weekly reporting and tracking (pareto analysis etc) Root cause identification of underperformance with plans to rectify/improve Work with offshore team in building capability to support US operations

 

Organization skills and LeadershipLeads by example, exhibiting and encouraging in others, behaviors supportive of the company philosophy. Organizes staff and develops personnel resources to meet current and future needs. Affects positive employee relations Must be a "problem solver", to be able to think beyond his/her own limitations, to get the job done.

 

Qualifications:

 

·  5+ years of operations, logistics, & customer service management experience

·  Bachelor’s degree required, MBA recommended

·  Interest in photography helpful

·  International experience helpfulProven leadership, success, and drive