Customer Experience Operations Manager

| Chicago
Home Chef is building new ways to provide meal solutions that meet a wide variety of customer needs, and shipping locations both online and in store. Our team is a unique mix of creators, chefs, entrepreneurs, and trailblazers and we’re growing quickly. Our customer-first mentality, combined with a zest for supporting our peers, helped us bring home Built in Chicago’s Startup of the Year Moxie award in 2017. If you’re ready to be part of the action, we’re ready to connect with you. There are no limits to where we can go together.
The Customer Experience Operations Manager is responsible for overseeing the day to day work of our industry leading customer support department. This person would lead the vision, leadership, and coaching to ensure the team is functioning smoothly and continuously improving and will manage and support the supervising teams and take ownership for the overall performance of the department. This role will also take the lead on initiatives that help the department function more efficiently, help us serve our customers better, and foster better communication with other departments at Home Chef. The Operations Manager should aim to create and enforce a fun, hard-working and inclusive office culture. This role reports directly into the head of the support department.

Management and Performance

  • Provide guidance, leadership and management performance for supervising team
  • Utilize metrics and data reporting to drive performance both at an individual level and at an overall department level
  • Communicate changes in internal policy and/or our service to entire customer experience team
  • Manage PTO, payroll, and HR decisions for customer experience team
  • Create and maintain positive culture among our customer experience team
  • Implement and facilitate ongoing learning opportunities to develop the leadership team

Hiring, Planning and Resourcing

  • Review business KPIs and forecasts to create hiring strategy aligned with our growth
  • Manage customer support recruitment process from job posting to offer
  • Ensure appropriate weekly shift scheduling aligned against volume and channel
  • Plan appropriate resourcing so that SLAs are continuously met

Qualifications

  • 2+ years of experience managing people
  • Demonstrated ability of leading teams, handling difficult situations, and influencing change
  • Prior experience as a customer experience associate or similar position preferred“How do we solve this” mentality
  • Ability to draw strong conclusions and advise how to utilize data analyses to drive material business change
  • Ability to prioritize effectively and excited to work on many varied pieces of work at once
  • Strong written and verbal communication skills

Candidates can experience Home Chef as a customer - enter promo code PEOPLE30 for $30 off your first
order!
Perks and Benefits:
- Comprehensive medical, dental, and vision insurance
- Flexible paid time off (PTO) policy
- 401k program
- Flexible spending accounts for qualified medical, dependent care, parking, or transit expenses
- Employee discounts for Home Chef meal kits
- Free lunch every Thursday and snacks and beverages on hand every day
- Monthly on-site masseuse, team happy hours and events
- Casual dress
Home Chef is an equal employment opportunity employer

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • OptimizelyAnalytics
    • IllustratorDesign
    • SketchDesign

Location

Located in the iconic Wrigley building, our location offers the best of the Loop and River North. Close to transportation, restaurants & shops.

What are Home Chef Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided

Additional Perks + Benefits

Direct access to senior management – our leadership team works alongside our team members every day. Flexible spending accounts for qualified medical, dependent care, parking, or transit expenses. Free water taxi, discounted gym membership, and daily bike storage for Wrigley building employees. Cold brew coffee on tap at no charge (Wrigley office location). Employee discounts for Home Chef meal kits. Candidates can experience Home Chef as a customer - enter promo code PEOPLE30 for $30 off your first order!

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