Job Description

We are looking for an experienced leader with demonstrated problem-solving ability to guide the organization in a variety of impactful, highly visible initiatives that delivers upon our vision of being the most trusted provider of floral products in the industry. We are transforming the way we interface with our customers moving to a friendly and frictionless approach for the purpose of serving an increasing number of more satisfied customers. This role will serve as the lead for all continuous improvement initiatives for the business.

Reporting directly to the business unit leader, the role requires a high level of independent and innovative thinking with an ability to clearly understand and define problems, develop and evaluate resolution paths (including cost/benefit analysis), and establish deliverables, owners and timelines. The ideal candidate has a proven track record of setting direction, working collaboratively, leading cross-functional solutions, and delivering results. This is a unique opportunity to lead critical initiatives that solidify the key elements of our value proposition and deliver meaningful improvement. The leader will be passionate about customer experience, innovation, and business improvement.

In this role you will:

• Relentlessly defend the customer experience and advocate for this amongst other organizational priorities
• Serve as a thought partner to resolve high priority strategic challenges including:
  • Creation of a more compelling loyalty program (Gold) that is scaled enterprise-wide
  • Improving the Farm Fresh 'box shipped' experience while driving out costs that don't impact the customer experience
  • Resolving low Net Promoter Score
• Partner with the business unit leader on long-range planning and drive the cadence for monthly business reviews (MBRs) and operating plans (OP 1/2)
• Lead multiple, cross-functional initiatives tackling interesting problems, developing works plans, and presenting data and recommendations to senior leadership. Develop systems for monitoring progress against deliverables

KEY REQUIREMENTS

• Brains, ambition, and passion
• Lead without authority, acting as the voice of the business unit leader
• Bias for getting things done, big thinking, and process invention
• Highly organized and prepared. Get things done before they are due
• MBA with 10+ years of business experience (product management, finance, operations) including 5+ years in a technology environment
• Analytical and quantitative skills; oriented towards making data-based decisions and comfortable with pro-forma analysis (financial / operational)
• Ability to make cost/benefit trade-offs; experience using data and metrics to back up assertions of value
• Excellent communication, including narratives as part of regular initiative reviews
• Explain complex issues in a simple way
• Build strong relationships across the organization and collaborate across multiple disciplines acting with the authority of the business unit leader