Customer Service Partnerships Team Manager (BPO Lead)

Date posted:
Company: On
Location: Portland (OR), N/A
Job Type: Full-Time

At a Glance:

Our customer service team is growing, just like On, and with this comes the exciting opportunity to lead within our DTC (direct-to-consumer) customer service team (or Happiness Delivery as we call it!).

 

As the On Customer Service Partnerships Team Manager with a focus on DTC, your number one job is to lead your team to ensure On customers are happy! Part of your goal is to help us become the best sports retailer in the industry. You will lead a team of Happiness Deliverers (HDs, the first point of contact for our customers via phone, email, and live chat) and team leads employed by our third-party and outsourcing partners. With each case your team handles, they will aim to wow our customers and will always strive to find a customized solution. 

 

With your experience in leadership and people management, you will bring the necessary expertise to guide and grow our BPO (business process outsourcing) Happiness Delivery team. You are skilled in CRM (customer relationship management) systems, ERP (enterprise resource planning) systems, quality control, and other customer service systems. 

Your Team:

You will work with a core team at our North American HQ in Portland, Oregon and interact daily with our global Happiness Delivery teams and other On leaders around the world. During your workday, you will work with our systems to ensure our HDs can successfully assist our customers and will coach your team of direct reports to do the same, while also focusing on the big-picture growth and development of the team. 

Your Mission:

  • Act as the key connection point between internal and external teams for outsourced customer service projects and maintain an in-depth understanding of customer service outsourcing procedures and methodologies
  • Create documented coaching and PIPs (performance improvement plans) with your team leads for HDs not meeting expectations and collaborate with external partners to direct discipline and termination decisions
  • Manage and lead a group of 6-8 team leads through development, performance reviews, coaching, third-tier customer escalations, etc
  • Lead weekly/bi-weekly check-ins with each direct report team leader as well as bi-weekly team meetings
  • Identify and manage DTC leadership-team-defined higher-level tasks with fellow team managers, including NPS (net promoter score) projects, payment and financial systems, automation/implementation projects, bulk/corporate orders, learning and development, and more
  • Embody the On Spirits and deliver the wow to teammates and business partners with a can-do attitude
  • Independently monitor analytics and data in email, chat, and phone systems with a strategic eye and work with fellow On key stakeholders to identify and set KPIs (key performance indicators), for team accountability
  • In partnership with Workforce Management, analyze and benchmark performance of individual teams (internal teams, external agencies, etc) to lead strategic decisions regarding staffing and outsourcing, including fast-moving ramp-up and ramp-down 
  • Partner with fellow team managers and our staffing partners’ customer service leadership teams to motivate our Happiness Deliverers to exceed KPIs, wow our customers, and develop their skills through continuous learning and development 
  • Evaluate the overall customer service growth in North America on a monthly basis and recommend hiring and expansion strategies to the HD leadership team
  • Manage and prioritize multiple concerns simultaneously, including communication via phone, email, and chat with colleagues, partners, our third-party warehouse, shipping partners, etc

Your Story:

  • 5+ years experience in customer support leadership roles, preferably with managerial experience providing customer support via phone, email, and chat
  • Leadership experience working with outsourcing partners, staffing agencies, and other external partners, directing day-to-day operations, setting KPIs, analyzing performance, and making strategic staffing/outsourcing decisions 
  • As a leader-of-leaders, experience managing and developing a team/direct reports, ideally those in leadership roles, in a customer service setting
  • Experience identifying and implementing KPIs, developing strategic business plans, managing a headcount budget, and working with customer service systems
  • Effective communication across all levels and functions and excellent interpersonal skills with a focus on relationship building, listening, and questioning
  • Always keeping customer needs front of mind, thinking of ways to improve the customer experience, and building creative solutions
  • Excellent written and oral communications skills and great attention to detail 
  • Ability to travel up to 25%, including internationally 
  • Other duties as needed

This role is full-time and may include weekends (subject to change to meet team needs). Work hours average 8hrs/day, 5 days/week between 6am-6pm, Monday-Sunday and may include at least one weekend work day. 

What we offer:

We offer a dynamic, challenging and sportive environment that has been ranked as the ‘fastest growing sports company’ of its time. With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you’re hands-on and your team members are amongst the very best in their respective disciplines and fields. 

If you are driven to bring On to the next level, curious about the opportunity and want to be part of our growing team send us your application, and join the ONiverse!

 

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.