Do you have a passion for influential and innovative leadership?
Are you looking for a rewarding yet challenging career opportunity within the ecommerce industry?
You're in luck! Zoro's Customer Service department is looking for a Senior Manager to positively impact a future in acquiring & retaining customers. Continue reading to learn how you can contribute to our success and advocate for best in class customer experiences.
Company Summary:
Zoro is an eCommerce company that's on a mission to help business owners get everything they need to run their businesses and thrive-from office supplies to power tools. But we're way more than a website. We're a team of great people with an award-winning culture. Check us out and see for yourself!
Zoro's Customer Service:
At Zoro, our Customer Service team is reimagining the way service is provided; pushing against normal patterns and creating new possibilities for serving customers regardless of channel- phone, web and social. The Senior Manager is expected to embody Zoro's promise of customer obsession, collaborating within and outside of Customer Service to ensure each transaction is best in class, turning our service center into a strategic asset for the company.
As a Senior Manager you will:

• Lead and inspire a team of 5-10 Supervisors, in a reporting chain including ~150 people, to bring their best selves to Zoro
• Continuously evolve the vision, strategy and tactics for Zoro's front-line teams to ensure best-in-class customer support
• Partner with Customer Service Supervisors, managing their development as coaches and ability to drive continuous improvement in agent performance
• Display ownership and accountability for team performance, including but not limited to, performance metrics, attendance, cost accounting and attrition
• Communicate effectively with a remote, nationally dispersed workforce
• Supervise quantitative and qualitative reporting of individual, group, and enterprise information; gathering intelligence to improve Zoro's service
• Enhance and evolve the reporting process; raising awareness towards department issues, customer complaints, new situations and training opportunities; presenting recommended program changes to leadership
• Work cross-functionally with other Zoro departments representing the voice of the customer to ensure an effortless experience, support for agents and team preparation for various initiatives
  • Examples include marketing campaigns, new e-commerce channels, product line changes, and credit/collections operations.
• Preparation and delivery of Program communication and Change Management Activity

To Be Successful in This Role:

• 5-10 years performance management experience
• Analytical and process oriented
• Knowledge of statistical analysis and interpretation
• Proficient to advanced skills with Excel or Google Sheets
• Maintain effective work relationships with management, peers and direct reports
• Proficient to advanced skills with Excel or Google Sheets
• Demonstrated investigative skills and intellectual curiosity
• Demonstrated ability to manage multiple projects simultaneously in a complex, dynamic and developing business environment

Zoro Values and Inclusive Culture: Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.